Ever thought of playing a key role in shaping the future of Luxury Travel? Well, we’re on the hunt for an experienced Expert to join our Community Support Guest Services team. If you share our passion for travel, entrepreneurial spirit, and are excited by the opportunity to advise on travel destinations that will inspire and astound our clients then we’d love to hear from you. We are looking for candidates who have previous experience in hospitality or luxury travel, have spent time traveling and living abroad, and have a highly personalized approach to travel advisory. We love creative people with open minds and ideas that will contribute to both your own team and the wider business. This role reports to the Manager, Trip Design.

Responsibilities

• Act as the primary point of contact for guests, providing first class phone and online service, with high attention to detail. Be their trusted advisor;
• Accompany the guest in their planning stage by uncovering all of their needs and requirements to be able to propose the perfect selection of homes and experiences for their upcoming travel;
• Anticipate the needs of guests, and build custom travel itineraries prior to guest arrival, making recommendations and setting up on-site activities & services so that their experience exceeds expectations;
• Manage multiple guest requests simultaneously and ensure all inquiries are responded to in a timely manner;
• Respond to any inquiries from guests during their stay;
• Resolve escalated guest issues pre or post arrivals;
• Manage an ongoing relationship with guests post-trip by following up on satisfaction survey results, as well as ensuring proactive communication to nurture and help plan subsequent trips with the goal of building a long-lasting relationship;
• Develop sound knowledge of assigned destinations through consistent research and staying abreast of trends;

Minimum requirements:

• 5 years+ of luxury travel and/or hospitality industry experience; 
• Background in sales/account management is an asset
• Extremely guest focused and relationship driven 
• Exceptional organizational skills which are reflected in effective prioritizing, multitasking, follow-up and ultimate delivery on commitments;
• Excellent oral and written communication skills in English, and other languages;
• Flexible work hours to accommodate guests especially during peak seasons;
• A proactive attitude and the ability to act quickly and decisively.
• Advanced computer skills, familiarity with common software (i.e. customer relationships management systems, Microsoft Office, Salesforce) and the ability to quickly master new systems and tools.
• Flexible work hours to accommodate guests especially during peak seasons;
• Available for a regular rotating schedule of 40 hours a week, one that spans weekends and holidays. In addition to daytime hours, shifts may include evening, night or early morning hours.