JOB ROLE
We are seeking a highly motivated Travel Advisor with experience in serving high net worth, luxury customers in any field or industry. Prior experience in the travel industry is an advantage.
The ideal candidate possesses a high degree of emotional intelligence, the ability to actively listen and understand customer needs, and the ability to think quickly on their feet. Your primary responsibility will be to treat each customer as the most important person in the room or on the call, delighting them at every point of communication and surprising them in unexpected ways and be part of the team to drive revenue growth.
MAIN RESPONSIBILITIES
- Proactively Engage the Customer Database: Reach out to potential and existing customers, promoting and recommending products from brands under HTT's portfolio that align with their preferences, needs, and aspirations. Strive to achieve company goals by driving customer engagement and conversions.
- Build and Maintain Customer Relationships: Get to know our customers intimately and anticipate their travel needs, providing personalized solutions and insights surrounding the experiences that we recommend for them. Demonstrate a thorough knowledge of destinations, hotel options, flight options, and/or tour options to deliver value-added services.
- Creatively curate experiences and solutions: Upon booking customers Luxe hotel of choice, to offer innovative and tailored experiences to customers, providing detailed quotes and options that align with their preferences and expectations. Handle customer billing and payments accurately, ensuring a seamless transaction process.
- Arrange Travel Logistics: Make necessary travel arrangements, including hotel bookings, flights, transportation, and any additional services required. Ensure all arrangements are made within the Service Level Agreement (SLA) timeframe to achieve excellence in customer experience and operational efficiency.
- Address Customer Complaints: Handle customer complaints promptly and professionally, offering appropriate solutions and alternatives in a timely manner. Aim to resolve issues to the customer's satisfaction, maintaining a high level of customer service and professionalism. To follow the Standard Operating Procedures (SOP) on escalating complaints to Team Lead if unable to resolve.
- Achieve Sales Targets: Work closely with Team Lead to achieve sales and revenue assigned targets. Continuously seek opportunities to upsell and other travel services and experiences to customers.
- Foster Excellent Customer Reviews and High Net Promoter Score (NPS): Strive to exceed customer expectations at every interaction, aiming for positive customer reviews and a high NPS. Consistently provide exceptional service to build customer loyalty and promote brand advocacy.
- Be involved in Travel and Company events, when necessary, i.e., MAS Travel Fair, MATTA Fair, exclusive Travel Talks, etc.
- Safeguard and not to disclose customer (personal and organization) details and our company's confidential information.
- Any other duties at the discretion of the company.
JOB REQUIREMENTS
- Diploma in Tourism & Hospitality Management, Business Administration, or a related field. Bachelor's Degree preferred.
- Previous experience in sales and/or customer facing roles in any field or industry.
- Proven track record of delivering exceptional customer experiences and achieving sales targets.
- Proficiency in travel booking systems and relevant software applications an added advantage but not mandatory.
- Ability to handle customer complaints professionally and resolve issues to the customer's satisfaction.
- High degree of computer literacy and proficiency in Microsoft Office Suite.
- Ability to work in a fast-paced, dynamic environment with changing priorities and deadlines.
- Willing to work in shifts.
COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)
- Knowledge of various cruise, tour, airline, and other travel brands is preferred.
- Proficiency in travel booking systems and relevant software applications is an added advantage.
If this opportunity excites you and you would like to discover more, we would love to meet with you. HTT is looking for high performance talents and welcomes all qualified candidates to apply. We celebrate diversity and are committed to creating an inclusive, conducive and collaborative environment for all employees.
