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.
Primary Responsibilities Include:
- Be skilled across the full Belmond portfolio of products and be able to manage any guest/customer query
- 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
- Working within provided guidelines suggest perks or enhance opportunities for our most loyal Guests.
- Meet and exceed targets set for data capture and complete profiles at time of reservation and prior to stay arrival.
- 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
Requirements
What You Bring:
- 2 years’ experience in Front Office or Reservations or customer service role.
- Excellent telephone etiquette and verbal communication skills.
- Execellent organisational skills and a high level of attention to detail.
- Excellent computer proficiency and email communication skills.
- Ability to work without supervision.
- Exceptional Customer service skills.
Benefits
What We Offer:
At Mount Nelson, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:
- Competitive basic salary
- Loyalty and recognition rewards programs
- Employee Assistance & Wellness programs
We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.