Lifestyle Consultant

Kensington delivers the world's most personal travel experiences. We bring to life each client's desire to travel in a way that's tailored specifically for them, in the company of local private guides who ensure that they enjoy the authentic best of their destination. The result is a unique journey rich in memories that last a lifetime.

We achieve this because of our extraordinary people, experts with deep knowledge of their destinations. For over 120 countries worldwide, and across each of our brands - Tours, Cruises, Villas, Yachts, Jets, and Air - their expertise powers our steadfast promise: See the world, differently.

As an integral member of the Bundled Services Team, the **Lifestyle Consultant**ensures that the Kensington standards for service excellence are maintained throughout the quoting and booking life cycle. You will coordinate hard to get tickets, once in a lifetime experiences, luxurious amenities and Michelin starred dining experiences for our clients.

**Responsibilities**:

- Primary liaison between Kensington and our supplier partners to complete client reservation requests for services such as private car hire, tickets to a sold-out show, hotel suite upgrades and reservations at exclusive restaurants
- Provide accurate reservation information for each enquiry in compliance with Service Level Agreement.
- Update reservations in proprietary booking system with supplier confirmations and arrange for payment.
- Review current reservations for missing information, errors (Quality Control) and payment information on file.
- Maintain accurate and detailed tracking and reporting documents with each reservation.
- Make outbound calls to suppliers to obtain missing file information and ensure accurate reservations.
- Create and action Virtual Credit Card payments, arrange wire transfers and other payment arrangements as necessary.
- Be trusted in handling sensitive company financial information.
- Provide mentorship and training to new team members when requested.
- Provide insights and recommendations for improvements to work-flows and processes.
- Develop and maintain proficiency with the proprietary booking system.
- Provide problem solving expertise and superior customer service in emergency situations taking immediate action to contact necessary parties, propose operational changes, assist the client, and diffuse the situation.
- Other client touch points, incident support when and where required.
- Ad hoc projects as assigned.

**Qualifications**
- Excellent organization and time management skills with the ability to take on additional projects when required.
- A can do, self-starting attitude.
- Highly developed communication (verbal and written) and listening skills - ability to adjust communication styles and deal with clients sensitively, tactfully, diplomatically, and professionally always.
- Ability to master internal department processes, procedures, and systems.
- Experience in a Customer Service or Travel Operations role would be an asset.
- Exceptional customer service orientation. Exhibits service excellence in all interactions with internal and external customers.
- Demonstrated experience with critical incident management or providing emergency operational support an asset.
- Demonstrated experience with issue resolution with the ability to make decisions quickly and confidently.
- Proven critical thinking and problem-solving skills.
- Superior attention to detail - experience with Quality Control/Data Management an advantage.
- High degree of resourcefulness, flexibility, and adaptability.
- Ability to thrive in a fast paced, high-performance culture.
- Ability to provide after-hours support on a rotational basis.

A positive, engaged, and collaborative team player