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Luxury Travel

1 month ago

Cape Town, South Africa Ten Group Full time

**Does traveling and organizing its components make you excited? Do you excel at foreseeing the needs of others and transforming a simple trip into the most unforgettable experience?**

**If your answer is YES, Read on**

We're thrilled to be expanding and looking for a new addition into our amazing team. As a valuable team member thanks to your knowledge and expertise, you'll have the opportunity to blend your love for travel with your exceptional foresight and client-focused mindset.

In this role, you'll take the lead in creating unforgettable memories for our members. Your intuitive ability to think ten steps ahead will ensure that every journey is not only memorable but effortlessly smooth. By putting yourself in the shoes of our members, you'll anticipate their desires and preferences, curating personalized itineraries and providing expert guidance while taking the member on the planning journey every step of the way.

If you thrive in a fast-paced environment, possess a talent for building lasting relationships, and are dedicated to delivering exceptional service, we want to hear from you

**Key Responsibilities**
- Complete member requests within the agreed deadline, using specialist knowledge of suppliers (including hotels, tour operators, airlines). Propose suitable options, matching the member requirements and ensuring you offer the best price available by sourcing various quotations to prove competitive pricing options. Using commercial judgement to secure maximum supplier revenue, without compromising the member.
- Understand the member’s requirements by taking an excellent brief, by asking relevant and open questions, building rapport, and gaining the member’s trust.
- Agreeing appropriate response times in line with company targets, completing the request on call with the member, self
- allocating the request or allocating to the correct team homepage.
- Create packages ensuring legal requirements are followed, competitive and secure supplier contracts are all in place, and that gross margins are in line with commercial targets.
- Ensure you follow the regulations related to the country of the member and supplier you are booking with. The member should be aware of booking conditions and their consumer protection arrangements. Best practice will be followed upon confirming any member bookings.
- Understand the complaints process and action any complaints related to jobs you have carried out for members, working with Member Satisfaction team and Client services as necessary. Use the feedback given by the member to improve our customer service and drive high levels of satisfaction amongst our members.
- Promote the wider Ten business by explaining how we work to meet our members’ requests at appropriate times and proactively suggesting and taking briefs for jobs for other teams in the business (e.g., theatre tickets, dining, motor, home improvement etc.).
- To keep administration and research relating to the members or the members requests up to date in real time on the in-house knowledge managers system in a timely manner with 100% accuracy.
- Provide feedback to Team Leader and/or the relevant Member Satisfaction/Supplier Manager with any service level issues regarding particular suppliers, and where you identify alternatives to existing suppliers or a possible need for new suppliers.
- Being able to navigate through membership services, loyalty programs, and other benefits available to the members from their banks to enhance their overall lifestyle offerings

**Requirements**:

- If you have worked in Luxury Retail, Hotels and Resorts, Account Management, VIP Concierge, Luxury Travel - this could be an excellent career progression and an opportunity to work for a growing award-winning company.
- You **must** have excellent language skills in _professional English _and_ Italian_, in written and spoken form (in accordance with the CERF Framework C1-C2)
- Experienced with Amadeus or other GDS system - desirable
- A passion for travel with extensive experience in the industry, preferably with international business experience
- Well-earned and proven reputation for genuinely outstanding excellent service to customers
- Sales professional with extensive experience and outstanding achievements in sales with a tour operator, travel agent or concierge travel business putting together flight inclusive travel itineraries
- High sales performer, regularly in the top 10% of company’s sales performers measured by revenue or profit.
- Outstanding and in-depth knowledge of a wide range of major cities and holiday destinations including industry leading working knowledge of luxury hotels, DMCs and specialist tour operators, and airline services
- Energetic and motivated team players who enjoy the challenge of meeting and beating targets
- An understanding of the luxury lifestyle and affluent customers
- Passion for delivering high quality personalised support and have excellent research skills
- Ada