Overview:

• The main purpose of the ‘Direct Sales & E-Conciergerie Specialist’ role is to handle client requests, provide personalized holiday experiences, and generate additional revenue by upselling services and add-ons.
• He/she will also be responsible for maintaining customer relationships, responding to inquiries, updating service listings, and ensuring timely and accurate communication with potential guests.

Your role:

• Handle client requests, provide personalized experiences, and generate additional revenue
• Assist clients in organizing their stay and selling experiences within the resorts
• Offer empathic listening and counseling to ensure customized holiday experiences
• Research and provide information on customer inquiries
• Maintain contact with potential guests and engage in proactive upselling
• Respond to customer inquiries on websites and via various communication channels
• Develop and update a comprehensive manual of services offered by the properties
• Respond to emails promptly, including outside of working hours (shift system – night & weekend shifts on a WFH basis)
• Provide competitive pricing and strive for maximum profit margins
• Maintain records of services sold and conversion rates for senior management
• Maintain accurate records of internal and external service prices
• Handle calls and inquiries, providing information about services using Sales Force
• Inform potential customers about sports and tourism activities within and outside the resorts
• Record customer interactions and transactions
• Manage the potential customer database within Sales Force
• Escalate unresolved issues to the appropriate resource
• Perform assigned administrative tasks using specified tools
• Provide timely feedback to senior management
• Have a comprehensive understanding of pricing structures for all segments
• Collaborate with a superior to establish a commissioning model for external suppliers (e-concierge part)

Your profile:

• Certificate or Diploma in Marketing/Tourism & Hospitality Management would be an advantage
• At least 2 years’ experience in the field of Sales in the tourism sector
• Excellent communication skills, both written and verbal, to effectively interact with clients and provide exceptional customer service
• Must be comfortable on the phone and by email
• Strong sales and negotiation abilities to upsell higher room categories and pre-bookable add-ons.
• Empathic listening skills to understand customer preferences and tailor services accordingly
• Proficiency in using communication channels such as Aircall, email, and live chat to assist customers
• Attention to detail and organizational skills to research and provide accurate information