job description

Direct Sales & E-Conciergerie Specialist

Direct Sales & E-Conciergerie Specialist


  • 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