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Overview and what we offer

• Holiday – 25 days+ per annum
• A half day to recharge in December
• 
  A day off for volunteering to support a charity, local support group, community work of your choice, or Elegant Resorts Charity of the Year
• PERKS Benefits Platform – access to discounts and cashback with hundreds of retailers
• Life insurance cover
• Fam trips
• Discounted hotel and airline travel
• Flu vaccinations, eyecare cover
• Access to our Wellness hub including access to counselling
• Annual incentive scheme

About us

Elegant Resorts is one of the leading luxury travel brands in the UK which is part of The Portman Travel Group that includes If Only, Clarity Business Travel, Brighter Events, and Destination Sports Group.

In 2022, Elegant Resorts was proud to have secured the Feefo Platinum Trusted Service 2022 award for a third year running; an independent seal of excellence that recognises businesses for delivering exceptional experiences, as rated by its customers. Feefo gives Platinum Trusted Service awards to businesses that have achieved the Feefo Gold standard for three consecutive years or more. We were also thrilled this year to be ranked in second place globally in the “Best Tour Operators” category, at the Conde Nast Traveller Readers’ Travel Awards, with a score of 97%, in recognition of our many years of experience and vast knowledge of our destinations and we also won the Best Luxury UK Tour Operator award at the British Travel awards.

In 2023 we celebrate being 35 years old and are truly passionate about Luxury Travel and providing the very best service and knowledge to our customers and have excellent relationships with our suppliers. We strive to create a positive and nurturing environment and be the best place to work in travel.

Role Purpose

To assist the Deputy Head of Sales in driving, motivating, coaching and developing a team of luxury travel experts, to achieve successful results and deliver and exceed department/company KPI’s. Responsible for managing the team on a day-to-day basis the role requires a driven, motivated and agile person who can build and maintain strong and effective relationships to drive customer service excellence and an outstanding customer experience. Passion, positivity, resilience and results driven alongside a patient, supportive attitude to developing others and helping them achieve their personal goals is essential.

Accountabilities

• Monthly 1:1’s with sales consultants
• Monitor individual performance identifying key training needs and areas for development
• Quarterly performance reviews
• Take ownership of complex customer or employee enquiries demonstrating excellent problem-solving skills to assist in the resolution of a positive outcome
• Rota management, ensuring 6pm shifts, bank holidays and weekends are all resourced sufficiently
• Ensure daily workload is distributed effectively and fairly to ensure that all customer enquiries are responded to in a timely manner, including ‘online sales enquiries’ and ‘next on the list’ referrals.
• Monitoring of Livechat and replying to sales enquiries in a timely manner
• Closely monitoring of online sales enquiry demand
• Focus on customer acquisition and retention ensuring KPI’s are met
• Support the team on a day-to-day basis to maximise sales opportunities and achieve the revenue, margin, KPI and SMA targets
• Lead by example and drive a professional selling culture within the sales team
• Drive the team to maximise conversion
• Drive the team to proactively ‘up sell’ to add value for the customer and maximise revenue and margin
• Take accountability of delegated tasks as directed by the DHOS to ensure key operational performance objectives are delivered to the required standards and timeframes
• Communicate regularly between Managers on resourcing across geo’s, identifying if capacity levels are different and in turn if support can be offered
• Assist with pricing and product queries, building a strong relationship with geographical team
• Identify and communicate to the DHOS any opportunity for process changes to help improve productivity and efficiency
• Communicate effectively (clearly and timely) with other managers within the business to ensure best practice and effective resolution of any issues
• This list is not exhaustive, a full job description will be sent to all suitable candidates that apply

• 
  Ability to listen and communicate effectively both verbal and written
• Excellent product knowledge and experience of working within tour operations in the luxury travel sector
• Commercially aware
• Competent and confident decision maker
• Experience of working in a senior sales/team leader role in the travel industry
• Good administrative and numerical skills
• Computer literate with experience of Microsoft office
• Proficient user of GDS and Holiday Reservation systems – i.e. Galileo, Amadeus, Travelink