Holiday Consultant
Hours: 37.5 hours per week: 09:00-17:00, Monday to Friday (Part time considered, minimum 20 hours over 4 weekdays)
Location: Richmond Holidays UK Office, 242 Charminster Road, Bournemouth, BH8 9RP
Reports to: Managing Director
Start Date: September 2022
Job Description
Working as part of a friendly and close-knit team, your primary responsibility is to ensure new guests enquiries are dealt with efficiently, accurately and courteously. You will be on the front line to communicate with guests by email and over the phone taking bookings and answering guest queries. You will use your excellent grasp of the English language to communicate clearly and effectively, ensuring guests are kept informed and up to date of holiday details including pre-departure and post-holiday follow up.
In addition to guest communications, you will also contribute and operate various company administration functions for the business.
Job Duties and Responsibilities
- Receive and respond to phone or email correspondence received by the company
- Answer guest enquiries, take bookings, and advise guests with regards to holidays
- Ensure systems and colleagues are kept up to date and maintain excellent communication with clients throughout the booking journey
- Make further outbound calls to existing clients to promote sales, gain market research and build relationship
- Engage with existing leads and guests via email updates and social media posts
- Be active in generating new enquiries and following up leads
- Follow up holds guests have placed on holidays, pending quotes and waiting lists for over-capacity and to-be-launched weeks
- Coordinate the pre-departure information to be circulated to guests
- Analyse guest reviews and feedback collection, respond and follow up
- Perform stock updates on our bookings software
- Regularly review and update website pages to ensure accuracy, readability and usefulness
Personal Specification
The ideal candidate for this role is personable and friendly with outstanding attention to detail and organisation. They will have great communication skills in writing, on the phone and in person and be quick to learn new skills. They must have a proactive, solutions-oriented approach to problem solving, enjoy being stretched and taking on new responsibilities with a can-do mentality.
Qualifications and Experience
- Excellent time management and personal organisation skills with an ability to effectively prioritise tasks (Essential)
- Strong communicator, calm demeanour, ability to work well under pressure (Essential)
- Professional, able to follow procedures and represent the company well (Essential)
- Hard worker, evidence of ‘above and beyond’ mentality, confident and determined (Essential)
- Friendly with a desire to serve and help others (Essential)
- GCSE Maths and English to a grade B or higher (Essential)
- 3 or more A-Levels or equivalent qualifications (Essential)
- Customer service experience including in and outbound phone calls (Desired)
- Outstanding written communication skills with attention to detail (Desired)
Package
- Salary of £21,500pa
- Pension contributions in line with the company pension scheme
- 28 days annual leave per year including bank holidays
- Familiarisation trips to our destinations to enhance your knowledge of our trips and excite you about the holidays we operate. These are in addition to the annual leave entitlement and your flights, resort transfers and accommodation costs are covered
- Discounts on any additional holidays to Richmond destinations plus discounts for friends and family
