Expedition Travel Specialist

2 weeks ago

London, Greater London, United Kingdom HX Expeditions Full time £25,000 - £35,000 per year
  • Applications are considered on a rolling basis

  • London
  • Hybrid


Job Description

A bit about the role:

Please note: This is a telesales role, with KPI's and STI incentives, not account management.

As a passionate, experienced travel consultant, you will be at the forefront of customer interactions, bringing our incredible expedition cruise experiences to life and bringing customers closer to their trips of a lifetime.

You will embark on a 6-week orientation program to learn about our incredible guest experience, that changes the way they see the world whilst also experiencing our product first hand as part of our familiarisation trip programme. We take curious travellers to incredible destinations, sustainably and in true expedition-style. We bring them off the beaten track, to remote landing sites across the Arctic, Antarctic, and Galapagos, and truly engage with and sustain remote communities.

You are a passionate, experienced travel consultant that will delight our guests by offering an unforgettable experience from their very first call. You will be responsible for providing exceptional levels of service, to both our B2B and B2C customers, seeking an unforgettable life-changing experience, converting, and retaining them throughout their guest lifecycle.

Key Responsibilities:

  • As a passionate guest advocate, you will maintain regular contact with guests and suppliers throughout to ensure total satisfaction, on both inbound and outbound calls and emails.
  • As an effective salesperson, you have demonstrable, effective sales consulting techniques to understand guest needs, effectively converting them to guests via inbound or outbound contact to reach and exceed sales targets and delight guests.
  • Passionate about continuous improvement, you will continuously monitor and communicate guest feedback, and proactively improve processes and documentation in collaboration with global colleagues. You will also identify, escalate, and resolve any client complaints quickly and efficiently.
  • As a passionate explorer, you will offer expert advice and personal recommendations on enhancements to guest experience, whether through suite experiences, upgrade packages, excursions, or pre- and post- trips.
  • You will handle sales calls and overflow service calls with guests. This will help you to understand the guest journey in more detail and increase opportunities to continuously enhance the guest experience.
  • As an accountable colleague to all ship and shore operations and quality measurement, you will enter, update, and document all guest information into the guest relationship & management (CRM) and booking systems, according to standard operating procedures​.

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