Lifestyle Management - Reservations & Customer Service Agent

About the company

Ten was founded in 1998 in London, UK by Alex Cheatle and Andrew Long, driven by a clear and lasting vision: to deliver an unrivalled, personalized, and trusted service that empowers members to get the most out of life. That same commitment to excellence and meaningful service continues to guide everything we do today.

The business began providing a lifestyle concierge service to just 20 members in London. As its reputation, contacts and expertise grew, Ten’s footprint and competence grew, making it one of the leading Lifestyle Management companies in the world. Today, Ten has more than 50 corporate clients- and employee-loyalty programs and runs private membership services for millions of members worldwide.

Ten Lifestyle Group plc (Symbol: TENG) has been listed on the Alternative Investment Market (AIM) of the London Stock Exchange since November 2017. Our vision is to become the world’s most trusted concierge service.

As a Lifestyle Manager – Travel Specialist, you will deliver exceptional, personalized service to our high-profile members and clients, researching the best travel options available, providing accurate quotations, and completing bookings with precision and care. You will combine your deep expertise in travel bookings and global destinations with a passion for delivering flawless, high-quality experiences that meet the standards expected by an elite clientele.

This role requires advanced knowledge of GDS systems (preferably Amadeus), airline booking rules, and hotel reservations, as well as the ability to manage complex itineraries, including round trips, multi-city journeys, and open-jaw routes. A commitment to accuracy and service excellence is essential to succeed in this position.

• Serving our members primarily by telephone and email to fulfil their requests and offer suggestions to enhance their experience.
• Ensuring you stay on member calls for the duration of the call before leaving for break. Calls can be 5 mins to 2 hours.
• Handle all communication between suppliers needed to obtain the quotes/information and review the details of all quotations provided to you, before providing them to the member.
• Provide end-to-end travel management services, including flight, hotel, and ground transportation bookings.
• Use Amadeus GDS (or similar systems) to quote, reserve, issue, and modify flight tickets accurately.
• Prepare and manage multi-segment, round-trip, and open-jaw itineraries for both leisure and business travellers.
• Offer expert advice on airline alliances, frequent flyer programs, fare rules, and best routing options.
• Coordinate with internal teams and external suppliers to ensure smooth travel experiences.
• Deliver a high-touch service with discretion, empathy, and attention to detail.
• Manage time-sensitive requests and prioritize multiple clients needs efficiently.
• To manage and meet competing deadlines, while setting expectations with members and ensuring continued communication with them
• Provide quotes via our CRM system by email for the members.
• Follow up with the members to see if they are ready for their adventure and answer any questions they may have.
• To always act in the best interest of the member, ensuring their needs are met.
• To fulfill requests in the most resourceful and intelligent way while following best practices.
• Handle all member payments (if applicable) and arrange supplier payment through our finance team when required.
• Meet monthly KPI’s on Sales, NPS and Efficiency.
• Have the ability to work on multiple requests and sourcing options from various suppliers according to the member’s needs.
• Be flexible and adaptable to a change of priorities and complete requests within the given timeframe.
• The role may require some evening and weekend shifts.

• Minimum 1-2 years of experience in travel, concierge, or lifestyle management services.
• Proven experience using Amadeus to quote and book flights and hotels; advanced knowledge of the system is a plus.
• Understanding of airline fare structures and ticketing, including additional services such as extra baggage and wheelchair assistance; knowledge of reissues and…