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How will you make an impact in this role? As a Travel and Lifestyle Consultant, you will be responsible for:
Serving as "Travel Masters" who can provide expert consultation and advice on top destinations around the world.Creating memorable travel experiences for our Card Members by booking leisure travel with a key focus in Spain and international destination air, car, and hotel travel arrangements.Helping to manage and develop relationships with travel suppliers to ensure premium Card Member experiences.Being accountable and taking ownership of the Card Members' experience from beginning to end.Staying ahead of industry trends and continuously building destination knowledge.Serving as "Destination Concierges" who have up-to-date insider knowledge and secure access to exclusive local hot-spots.Efficient and effective completion of requests around our card member's true needs and requirements to drive first-contact resolution and increase satisfaction.Crafting memorable experiences through knowledge of destination specific experiences in food and restaurants, exclusive clubs, adventures, concerts, and other premium venues.Gathering and sharing local content through knowledge platforms, and manage relationships with top restaurants and other destinations.Actively participate and knowledgeable in the local cultural events, restaurants, clubs, etc.Acting as the expert "feet on the ground" to drive real insights, supporting high-touch servicing.Creating innovative ways to resolve Card Members' issues or concerns to win their loyalty and travel spend.Participating with other team members and pro-actively anticipating customer needs to ensure a transparent and holistic experience.Minimum Qualifications Travel Industry Experience or Luxury/Premium Customer Service Knowledge and Experience: Previous travel industry experience is desired and strong appreciation for travel, tourism, and luxury products.
A minimum of 1 year recent experience in a customer-facing premium or luxury service industry.Destination Knowledge: Extensive local knowledge with the existing relationships or ability to cultivate deep relationships with local suppliers of exclusive, premium, and luxury events, dining, and experiences.Customer Service and Communication Skills: Our customers have very different requirements from call-to-call so you will need to be able to identify these through the rapport you build and confidently match products and services to meet their needs and exceed their expectations.
Previous call center experience is preferred.
Expert native language ability Spanish is required (English mandatory).Preferred Qualifications GDS and Computer Skills: GDS or computer reservations experience is preferred.
Research/information gathering and problem-solving skills are essential; you will deal with a wide variety of inquiries so your ability to 'think on your feet' and provide in-depth solutions quickly and efficiently is essential.Sales Skills: Sales experience will be beneficial so that you can cross-sell relevant products and services.
Effective consultative selling skills and the ability to listen to the customers' needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received.Other Skills: Time management skills are vital - due to the multi-tasking nature of the role, you will need to be re-prioritizing your workload regularly in order to meet your deadlines.
The ability to adapt to an ever-changing environment and being resilient.
Must have a 'can-do attitude', curiosity, and a healthy competitiveness.
Willingness to accept frequent feedback and coaching with an openness to incorporate these changes.
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