Loyalty Team Guest Loyalty Consultant

Scott Dunn is an award-winning luxury tour operator creating tailor-made vacations to destinations all over the world. With offices in the UK US and Singapore we pride ourselves on providing outstanding service to all our guests from the moment they begin their research online right the way through to post-vacation PurposeThis role is an exciting role for a seasoned travel professional to actively manage and regularly engage with dedicated list of guests known to Scott Dunn who have travelled but who have not yet booked their next holiday and also prospective guests gained through business partnerships and referrals. You will be proactively outbound calling guests to engage with them to create highly qualified leads for the Travel Consultants to convert into bookings ensure that our most treasured guests are recognised for their loyalty and be a true champion of our guest centric ethos at Scott on email text phone and face to face with historical Scott Dunn guests to reintroduce them to our services and inspire them to travel with us againActively remind guests Why Scott Dunn is always the best choice for themProactively generate qualified leads for the sales team by using your travel knowledgeGenerate new enquiries and monitor as they progress until they are successfully convertedFlag guests who could potentially be part of our Scott Dunn Private VIP programmeEngage with guests when they return from their trips to listen to feedback instigate actions where appropriate and protect future loyaltyManage your guest list so that each and every guest has a dedicated point of contact and feels valuedDutiesThe duties that derive from these responsibilities include but are not exclusive to:Taking responsibility for managing your guest list from initial reconnection to the point of booking with the Travel ConsultantsProactively calling allocated guests from the Scott Dunn databaseUsing our CRM to find appropriate reasons to call guests. E.g. new offers new products birthdays guests and prospective guests face to face to aid conversionArranging guest events to gain further engagementEnsuring that you are keeping up to date with Scott Dunn product knowledge and budget requirementsWorking closely with the Private Travel team to offer a Lite version of a VIP programmeProactively keeping up to date with personal research on destination information e.g. weather patterns flight durations activities and suitability for guestsRecording guest information accurately on the Scott Dunn databaseAttending all internal and external training coursesConducting educational and research trips abroad complete all required website and product updates and present back to teamsAttending trade shows and promotional events in the UK and abroadTraining colleagues with knowledge gained from areas visitedSuch other duties as management may reasonably require from time to timeRequirementsPassion for travel and extensive global travel knowledge of destinationsPrevious Travel Industry experience in a guest-facing roleUnwavering dedication to exceptional guest service deliveryStrong relationship management and interpersonal skillsEnthusiastic engaging and polite telephone mannerProven organisational and prioritisation skillsExcellent attention to detailSystems and database competencyValues & Behaviours All employees must promote understand and apply Scott Dunns workplace values. These are embedded in all roles and applicants must evidence the values as part of the application the know - Start by listening. We take the time to understand our guests and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract retrain and partner with the - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each others successes and have aim to find someone who would be office based in our London Hammersmith work for Scott DunnIn return for your expertise and commitment to our values of in the detail in the know and inspiring;We support your career growth We provide you with career progression aligned with your chosen career path access to internal job opportunities across Scott Dunns global offices as well as across 30 brands spread across 93 cities worldwide as part of Flight Centre Travel GroupWe give you the tools to succeed We provide personal and professional development enabled by our award-winning Learning and Development team comprehensive familiarisation and educational trips unlimited access to LinkedIn learning amongst other professional and personal development platforms as well as 1 hour for your own development each recognise and reward your success and loyalty We run commission and bonus incentive schemes to compliment competitive salaries as well as a company loyalty scheme which includes a personal travel fund for each staff member and 23 days annual leave plus bank holidays that rises by 1 day per each year of service (up to a maximum of 30).We celebrate your excellence With monthly quarterly and annual recognition schemes and awards alongside the opportunity to win a place at Flight Centre Travel Groups annual Global Gathering we celebrate excellence in all provide you with a wide-range of job and industry-perks We can offer you subsidized private healthcare a contributory pension scheme staff travel insurance 3 days of paid volunteering leave access to cycle to work and season ticket loan schemes a dedicated in-house team who are your source for exclusive industry discounts for personal and work-related travel as well as share options in Flight Centre Travel Group amongst much much more!Diversity Equity and InclusionAt Scott Dunn we champion equality diversity and inclusivity in all its forms and are signatories of both the Race at Work and the Diversity in Hospitality Travel & Leisure charters. As part of our commitment to diversity equality and inclusion we are committed to ensuring our recruitment process is inclusive and recognises the value of you require any support or accommodations as it relates to our recruitment process please contact for further information or alternative application processes to support your do not need to meet all the requirements to apply for a position at Scott Dunn. Should this role be of interest to you we would welcome your application.