The Belmond Travel Advisor (BTA) will partner with guests and customers to make every journey with Belmond, unique and legendary. Owning all steps of the reservation process, from Inspiration, Research and Booking through to the post-stay follow-up. They will work closely with the on-property operations teams and the Service Excellence team for seamless handovers and communications of guest preferences.
Belmond Travel Advisors will personalise each stay to the guest's individual preferences. Accurately recording this information in the relevant systems so it is shared with the operations teams who need to execute on these. Understanding the Belmond Audiences and proactively suggesting destinations, products and experiences that match to the guest profile.
The BTA team will be skilled across the full Belmond portfolio of products and be able to manage any guest/customer query. The team will ensure we deliver on our promise of a 24/7 Customer Contact Organisation by partnering with our global colleagues to respond to all reservation requests in a timely and efficient manner.
**MAIN DUTIES AND RESPONSIBILITIES**:
**Competency - Conversion**:
- Be a true seller and champion for all Belmond products across the full portfolio and be able to accurately describe, promote and convert on any product a guest wishes to book at
- Treat every booking, rate and availability enquiry that comes into the queue as an opportunity to convert on a sale. Respond to these in a timely manner and proactively follow up until the case is fully resolved.
- Meet SLA targets such as response times, case/queue management and case classification accuracy in Salesforce Omnichannel
- Meet assigned conversion targets ensuring we convert on as many sales opportunities as possible
- Ensure guest profiles assigned to a booking contain accurate guest data and as many preferences as can be gathered
- Treat every interaction in a professional manner and yet done in a conversational, natural and warm manner
- For each and every stay, understand the guest motivation for the trip and who they are travelling with. Tailor the conversation based on these and if the guest is brand new to the Brand/Product or if they are long term loyal fan
- Working within provided guidelines suggest perks or enhance opportunities for our most loyal guests
- Upsell
- treat every reservation as an opportunity to enhance each and every guest stay by suggesting additional add ons such upgrades, transfers, experiences etc.
**Requirements**:
- Show expertise in all systems required to carry out day to day tasks, such as HMS, Travel Studio, Salesforce Omnichannel and InfoHub. Be true champions of systems and technology that aid the guest experience and journeys
- Ensure our guest profiles are kept up to date and accurate as possible. Take ownership for each guest interacted with to capture all information and ensure it is entered correctly into the necessary systems. Identify duplicate profiles and flag for merging to ensure database is kept as clean as possible
- Meet and exceed targets set for data capture and complete profiles at time of reservation and prior to stay arrival
- Suggest enhancements or new ways of working within the systems where a process can be improved on
Be a true owner and gatekeeper for InfoHub ensuring it is up to date with rich and relevant information in order to be able to provide guests with all the details and information they would need both to confirm a reservation and prior to stay
- Request additional information be added to the InfoHub where there are gaps or missed storytelling opportunities
- Continuous monitoring and feedback given on AI routing for ongoing improvements and accuracy
**General**
- Maintain safe working conditions and practices. Practice emergency procedures in compliance with standards; react and assist in emergency situations as needed.
- Ensure by example that the Belmond vision, standards and values are known.
- Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
- Be knowledgeable of, implement, communicate, and comply with policies of the Human Resources Department and Belmond.
- Be an ambassador of Belmond at all times, in and outside of the workplace.
- Ensure security and confidentiality of all guest, employee, and Company information.
- Use utilities and resources in a responsible manner to control wastage.
- Communicate relevant information to the department, your line manager and across departments, as appropriate.
- Comply with safe working practices, Health and Safety policy and ensure accidents/defects are reported immediately.
- Attend learning and development courses and complete eLearning modules, as required.
- Demonstrate and be a role model of Belmond's behaviours of Genuine Characters, Proud Custodians, Caring Hands & Hearts, and Pioneering Mindset.
**Benefits**
What We Offer