Travel Advisor

Belmond is a collection of iconic hotels, trains, safaris and river cruises worldwide. Culture, community and cuisine take centre stage in curated adventures, from the Mediterranean to Machu Picchu. Inspiring retreats are set on Caribbean beaches, by the edge of Iguassu Falls and overlooking the Amalfi Coast. Awe-inspiring train journeys include the legendary Venice Simplon‑Orient‑Express and Andean Explorer. Luxurious river cruises allow guests to glide through the heart of France, while extraordinary safaris show Africa at its most majestic.

Belmond celebrates the art of travel, with experiences like riding on horseback through the Okavango Delta. With our vast offerings, the opportunities to craft a unique career here are endless.

The Travel Advisor partners with guests and customers to make every journey with Belmond unique and legendary. The role owns all steps of the reservation process, from inspiration, research and booking through to post‑stay follow‑up. Travel Advisors work closely with on‑property operations teams to ensure seamless handovers and communication of guest preferences.

• Be a true seller and champion for all Belmond products across the full portfolio and be able to accurately describe, promote and convert any product a guest wishes to book.
• Treat every booking, rate and availability enquiry that comes into the queue as an opportunity to convert on a sale. Respond promptly and follow up until the case is fully resolved.
• Meet SLA targets such as response times, case/queue management and case classification accuracy in Salesforce Omnichannel.
• Meet assigned conversion targets, ensuring we convert on as many sales opportunities as possible.
• Ensure guest profiles assigned to a booking contain accurate data and as many preferences as can be gathered.
• Treat every interaction in a professional manner, yet conversational, natural and warm.
• For each stay, understand the guest’s motivation and who they are traveling with. Tailor the conversation based on these factors and whether the guest is new to the brand or a long‑term fan.

• Show expertise in all systems required to carry out day‑to‑day tasks, such as HMS, Travel Studio, Salesforce Omnichannel and Info Hub.
• Ensure guest profiles are kept up to date and accurate. Take ownership of each guest interaction to capture all information and enter it correctly into the necessary systems. Identify duplicate profiles and flag for merging.
• Meet and exceed targets set for data capture and completing profiles at the time of reservation and prior to stay arrival.
• Suggest enhancements or new ways of working within the systems where a process can be improved.
• Act as a true owner and gatekeeper for Info Hub, ensuring it is up to date with rich and relevant information for guests to confirm a reservation and before arrival.
• Request additional information to be added to Info Hub where gaps exist or storytelling opportunities are missed.
• Continuously monitor and provide feedback on AI routing for ongoing improvements and accuracy.

• Manage a small portfolio of Belmond VIG guests, owning all aspects of their journeys inside and outside the stay.
• Work with the guest to build complete profiles, accurately capturing travel preferences and desires.
• Proactively develop ways to keep the brand top of the guest’s mind for future travel plans.
• Achieve assigned retention and revenue goals per guest.
• Log into the Clienteling APP daily and carry out assigned tasks and outreaches.
• Work with the Clienteling Manager to suggest improvements for the APP and clienteling process.

• Minimum of a bachelor’s degree and one year experience in hospitality, hotel operations or customer service. A degree in hospitality is preferred.
• Ability to communicate in English with hotel guests, suppliers and employees. Preference to those who can also communicate in Spanish.
• Excellent verbal and written skills, listening skills and questioning techniques.
• Ability to multi‑task under pressure in a fast‑paced environment, work independently and interact within a team.
• Ability to accommodate a flexible work schedule.
• Understanding of the luxury hotel environment.

At the US Customer Contact Organization we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including medical, dental, vision, disability, and life insurance. Employees are eligible for the majority of these plans after 60 days of full‑time employment. The Company also offers a 401(k) retirement savings plan, paid vacation and holidays, and complimentary and preferred‑rate experiences at our iconic destinations.