Belmond Travel Advisor

Belmond is a collection of iconic hotels, trains, safaris and river cruises worldwide. Culture,community and cuisine take centre stage in curated adventures, from the Mediterranean to MachuPicchu. Inspiring retreats are set on Caribbean beaches, by the edge of Iguassu Falls and overlooking the Amalfi Coast. Awe-inspiring train journeys include the legendary Venice Simplon-Orient-Express and Andean Explorer. Luxurious river cruises allow guests to glide through the heart of France, whileextraordinary safaris show Africa at its most majestic. Belmond celebrates the art of travel, with experiences like riding on horseback through the Okavango Delta. With our vast offerings, the opportunities to craft a unique career here are endless. Join us and achieve the truly exceptional.

The Travel Advisor 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 for seamless handovers and communications of guest preferences. 

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.

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

Competency - Data and Technology

● 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

Competency - Clienteling:

● Manage a small portfolio of Belmond VIG guests. Owning all aspects of these guest journeys inside and outside of stay

● Work with the guest to build complete profiles accurately capturing travel preferences and desires

● Proactively come up with ways to ensure we stay top of guest’s minds when making their next travel plans

● Achieve assigned retention and revenue goals assigned per guest

● Log in to the Clienteling APP on a daily basis and carry out assigned tasks and outreaches

● Work with the Clienteling Manage to suggest improvements for the APP and Clienteling process

The Belmond & LVMH Family

The US Customer Contact Organization is proud to be part of LVMH, and the Belmond global collection of iconic hotels, trains and river cruises, all creating exceptional experiences worldwide. When you join one of our properties, you join a global family of history-rich hotels and breathtaking destinations, where our employees are at the heart of the Belmond experience.

Requirements

What you'll bring:

• Minimum of a Bachelors Degree and one year experience in hospitality, hotel operations or customer service required. College degree in a Hospitality major preferred.
• Ability to communicate in English with hotel guests, suppliers, and employees to their understanding. Preference will be given to those with the ability to communicate in Spanish.
• Excellent verbal and written skills, listening skills and questioning techniques.
• Ability to multi-task under pressure in a fast-paced environment, work independently and interact within a team.
• Ability to accommodate a flexible work schedule.
• Understanding of the luxury hotel environment.

This is your moment. Apply today!

Benefits

At the US Customer Contact Organization 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 medical, dental, vision, disability, and life insurance. Employees are eligible for the majority of these plans after 60 days of full-time employment. The Company also offers a 401(k) retirement savings plan, paid vacation and holidays as well as complimentary and preferred rate experiences at our iconic destinations.