Senior Travel Consultant

Job Description

The role of a Senior Travel Consultant is to take responsibility for existing Abercrombie & Kent clients and build upon our rapidly growing client base. You will be creating memorable journeys, looking after the client from initial contact through to building itineraries, confirming travel arrangements, making contact upon their return, and setting up their next exciting experience of Abercrombie & Kent.

• At the earliest opportunity, to contact enquiries requested a brochure with a view to nurturing this initial enquiry into an active sales lead.
• To proactively ensure familiarity with all products developments in your region – most specially those promoted on the A&K website, in brochures, magazines and any other marketing collateral, including special offers.
• To routinely attend product training sessions, including participating on company sponsored educational trips.
• Attend and actively participate in all learning opportunities, offering your expertise to the training team where requested to increase knowledge across the business.
• Complete the relevant educational pre and post trip paperwork, including the preparation and delivery of a presentation to your team and the office.
• Use effective questioning techniques to effectively establish client requirements and then use your product knowledge to create a bespoke itinerary, matching these established preferences and requirements.
• Ensure that itinerary proposals, with quote, are produced and delivered to the client within 24hrs - if this is not possible, then the client must be kept up to date with progress.
• Prepare quotes within the acceptable margin parameters as set out by the management team.
• To maintain an efficient, professional and friendly relationship with the client throughout the booking process. Maintain regular contact with clients (and travel agents) to keep them informed of progress and the status of booking, including updating on developments.
• To call the client pre-travel (2/3 days) and post-travel (2/3 days) to seek feedback, pre-empt any problems and maintain a courteous relationship.
• Encourage the client to complete a post-travel questionnaire, ideally resulting in at least 50% of clients doing so.
• Take responsibility for any post-travel problem solving in a professional, expedient and diplomatic manner, always looking to exceed expectations and deliver total client satisfaction.
• To work in close partnership with the Sales Manager – offering them a clear view of how many enquires are currently being worked on and allowing them the opportunity to assist and, potentially, re‑distribute sales leads to the requirements of the company. It is expected that a comprehensive daily update is provided, with complete visibility of your to-do list.

• Reliably follow all company processes and procedures to ensure maximum efficiency. Additionally, you should also look to make recommendations for enhancements.
• Actively participate in, and implement learning from, all available hard and soft skills training.
• Provide cover for absent colleagues so that service delivery to clients is seamless and maintained.
• Represent Abercrombie & Kent at client events and trade exhibitions and be an ambassador for the brand.

• Proactively manage the progress of itineraries from initial quote through to bookings and repeat business - specifically following-up all itinerary proposals sent to clients to ensure maximum conversion to bookings to maximise revenue and profit. This involves the very deliberate application of sales techniques.
• Be aware of individual and team sales targets, always working to ensure these are achieved or exceeded.
• Maximise margin through adherence to the set margin guidelines and eliminate mistakes through the precise use of the reservations system.
• Ensure that client balance payments are received 8 weeks before departure (or as soon as practical regarding late bookings)
• When including international air travel in an itinerary, pay particular attention to the fare rules and ticketing deadlines, always ensuring payment has been received to cover associated costs.