Guest Loyalty Consultant

Office: London

Role Purpose

 To manage a guest list of previous guests who have travelled but who have not yet booked their next holiday with Scott Dunn and prospective guests gained through business partnerships. You will be proactively engaging with them to create highly qualified leads for the Travel Consultants to convert into bookings.

 

Responsibilities

  • Engage with historical Scott Dunn guests to reintroduce them to our services and encourage them to travel with us again
  • Proactively generate qualified leads for the sales team by using your travel knowledge and training to help them with any future holiday plans
  • Generate a new enquiry during these phone calls by using added value incentives such as fast track with lounge access for future bookings and other perks
  • Monitor all enquiries passed on to Travel Consultants to ensure they have been directed to the right place and go on to successfully convert
  • Flag guests who could potentially be part of our VIP loyalty programme

 

Duties

The duties that derive from these responsibilities include but are not exclusive to:

  • Taking responsibility for managing your guest list from initial reconnection to the point of booking with the Travel Consultants
  • Proactively calling allocated guests from the Scott Dunn database
  • Using our CRM to find appropriate reasons to call guests. E.g. new offers, new products, birthdays etc.
  • Meeting guests and prospective guests face to face to aid conversion
  • Ensuring that you are keeping up to date with Scott Dunn product knowledge and budget requirements
  • Working closely with the Private Travel Assistant, liaising on Scott Dunn Private transfers and VIP fast track
  • Proactively keeping up to date with personal research on destination information, e.g. weather patterns, flight durations, activities and suitability for guests
  • Recording guest information accurately on the Scott Dunn database
  • Attending all internal and external training courses
  • Conducting educational and research trips abroad, complete all required website and product updates and present back to teams
  • Attending trade shows and promotional events in the UK and abroad
  • Training colleagues with knowledge gained from areas visited
  • Such other duties as management may reasonably require from time to time

 

Requirements

  • The role is office based in Putney, Chichester or allows working from home
  • Part time considered to the equivalent of three full days per week

 

Benefits

We offer very competitive salaries and a great benefits package including the following:

  • Contributory pension
  • ‘Cycle to work’ scheme
  • Childcare vouchers
  • Subsidised private healthcare
  • Subsidised private dental care
  • Company loyalty scheme
  • Scott Dunn travel discounts
  • Travel insurance
  • Familiarisation trips