Travel Concierge

2 weeks ago

Toronto, Canada Ten Group Full time

We are looking for a passionate, motivated and resourceful individual to join our Travel team. As a Specialist you will be fulfilling leisure travel requests on behalf of our members, including luxury journeys on behalf of high net worth members. Complex itineraries including cruise, yacht charters and private tours covering several destinations world-wide.

Your exceptional customer service skills, use of travel research tools and booking technology and overall passion for travel will deliver superb member satisfaction, high levels of sales revenue and repeat usage of Ten for travel and other request types throughout the business.

You will be fully accountable for meeting and exceeding customer service targets as well as working within the team to meet department targets. To attain these targets you will work with our partnered suppliers and preferred list of hotels.

As a Specialist, your knowledge and passion to stay up to date in an ever changing industry is essential. You and in turn the team should always be up to date with current market trends, what competitors are delivering and what our members are obtaining access to from our competition.

You have to have the ability to work in a fast paced environment with deadlines being ever present.

KEY RESPONSIBILITIES
- Working with members primarily by telephone to take the brief and understand what they want to do on their trip
- Handle all communication between suppliers needed to obtain the quote and review the details of all quotations provided to you, before providing them to the member
- Follow up with the members to ensure they have received the information and answering any questions they may have or make adjustments to the plans you started with.
- Handle all member payments and arrange external payment through our finance team
- To work closely with the relevant team members across the business to ensure you are fully aware of all best practice and to ensure we are consistently improving processes
- Represent the business externally e.g. at networking events, FAM trips and trade shows to enhance and strengthen the company's profile.
- Keep up to date with newly opened resorts, newly launched ships and extraordinary experiences

**Commitment to supporting the delivery of Ten's environmental, social and governance goals, and promoting policy adherence**

**Requirements**:
Experience
- Proven track record in luxury leisure travel sales.
- Minimum of 2 years in Leisure Travel is essential which ideally would include cruise sales
- GDS experience is needed, Amadeus preferable
- Experience in a retail Travel environment or Tour Operator essential Acute attention to detail is crucial to the success of the role
- Understanding of the OTA distribution, wholesaler net rates structure, concierge and luxury operating model
- Can work on multiple requests and sourcing options from various suppliers according to the members needs
- Be flexible and adaptable to a change of priorities and complete requests within the given timeframe
- Meet monthly KPI's on Commission, NPS and Efficiency
- Must write in English with no grammatical errors
- Must have high touch customer service experience

"Widespread acceptance for every person. We encourage diverse philosophies, cultures, and backgrounds. We praise diversity and are dedicated to creating an inclusive work environment for our employees. This idea ties the Ten teams together. Ten is honored to be an Equal Opportunity Employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law."

**Benefits**
- Aside extended health, dental and telehealth, we have other benefits listed below:

- Travel offers from a variety of sources that allow great discounts on hotels, cruises, and rental cars. These are posted as they come in and vary by location.
- 22 days of PTO your first year and maxing out at 32 days per year in your 4th year (based on a 40hr work week).
- 3 extra float days after 2 years of work.
- Sabbatical every 5 yrs. of work.
- Tuition reimbursement
- Full catalog of learning modules that cover a wide range of categories. for personal and professional development
- Discount on Pet Insurance and a multitude of other supplemental benefits
- IATA card after 90 days which gives access to travel discounts
- Monetary loyalty rewards at 3yrs, 5yrs, and 10 yrs of service
- Working Holidays: Ability to work from any of our 23 global offices for a short period of time

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