Vacation Consultant

2 weeks ago

Vancouver, Canada Great Canadian Railtour Company Ltd Full time

The Vacation Consultant reports to the Team Lead, Sales and the Manager, Sales Performance

This position will be providing coverage for APAC region working Sunday to Thursday from 2pm to 10pm PST.

Furthermore, the Vacation Consultant increases our guest revenue through outbound and inbound sales calls to generate new business.

**Key Areas of Accountability**

**Sales Process Execution**
- Promote and sell Rocky Mountaineer vacation experiences to ensure travel agent and guest expectations are surpassed and revenues optimized.
- Professionally, with a high standard of excellence, handle all incoming calls effectively while ensuring sales and customer experience expectations are consistently met.
- Qualify each call to customize reservations as required to exceed the guest experience.
- Demonstrate sales excellence through utilization of our 5 step sales process.

**Build Relationships with External Trade Partners and Guests**
- Establish and nurture professional relationships with trade partners and direct guests to ensure they experience our purpose of being creators of life changing experiences and in turn, Rocky Mountaineer ambassadors
- Build and maintain ongoing business relationship with Business Development Manager/Outside Sales to provide timely support and other tasks as needed.
- Consistently exceeding performance standards and Key Performance Indicators set within the Sales Center related to calling percentage, conversion rate, sales and stretch revenue goals.
- Strategically aligned with outside sales performance and stretch targets.

**Service and Booking**
- Provide information to travel agents about tours, terms and conditions, insurance and other company policies by maintaining complete and up-to-date knowledge of products.
- Execute required timely follow-up of business opportunities (proposals) and ongoing communication with travel agents and guests
- Process all booking transactions into the reservations system in an accurate manner and in compliance with Company policies and procedures.
- Work cooperatively with other functional areas to complete the booking and confirmation processes.
- Generate confirmations from the reservation system, collect deposits according to Company policy and process payments received.
- Assist with projects as assigned by the Team Lead, Sales or Manager, Sales Performance.

**Qualifications**

**Education / Certification / Licenses**
- High school education of equivalent experience required
- Travel insurance certification required within six months

**Experience**
- 2 years’ experience in a sales or guest service environment with the ability to build immediate rapport
- Previous experience in tourism/hospitality industry, call center, and/or sales environment an asset
- Experience with service recovery and problem solving

**Skills**
- Excellent interpersonal verbal and written communication skills
- Ability to use personal computer and related software, including reservation systems and basic skill in Outlook, Excel, Word and PowerPoint
- Proficiency with numbers, understand Net & Gross pricing
- Demonstrated organizational, follow up and time management skills
- Ability to make effective decisions in the interests of trade partners, guests, and the company
- Ability to work effectively in a fast-paced environment, often remotely, and maintain a virtual connection to the rest of the team
- Additional languages an asset

**Attributes**
- Outgoing and energetic with a consistently positive and professional attitude
- Self-motivated, able to take own initiative and use sound judgment, often in the absence of a supervisor
- Demonstrate patience with guests and travel agents
- Ability to influence stakeholders
- Ability to work independently
- A reliable and consistent team player
- Detail oriented and able to effectively adapt to change

**Work Environment**
- Fast-paced sales center environment (ability to work remotely and in office if required, Greater Vancouver area)
- Regularly required to stand/sit at desk, talk, listen, and use hands and fingers to operate a computer and telephone keyboard reach, stoop kneel to install computer equipment
- Speak clearly so listeners can understand and understand the speech of another person
- Specific vision abilities required by this job include close vision requirements due to computer work
- Shift work consisting of scheduled hours with possibility of rotating work schedules, including nights, weekends, holidays, and occasional overtime
- Attend regular training related to changing and new products, often in a remote environment
- Answering calls in a queue in a timely manner, while multitasking by seeking information on the computer and sharing information to callers

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