Smith24 - Travel Specialist

Location: Fully remote

Working pattern:  Full-time 37.5 hours a week on a rotating shift pattern

Reporting to Team leader

In less than two decades Mr & Mrs Smith has grown from a cult guidebook to the travel club for hotel lovers with more than 1.3 million members and a hand-picked collection of more than 1,500 hotels. The role of travel specialist in sales is key to the next phase of Mr & Mrs Smith’s growth as we continue to curate the world’s most desirable hotel collection. The ideal candidate will be passionate about all things travel, have a good working knowledge of the luxury lifestyle sector, and understand what inspires the modern traveller.

As the ideal candidate for this role you will have a strong passion for travel, which will drive your desire to inspire and achieve sales goals while providing outstanding and well-informed customer service. Mr & Mrs Smith is committed to providing truly unique and special travel experiences for more than a million global members. Offline sales generate a large part of our revenue and you will be helping us to grow this and the number of hotel lovers who travel with us, working as one of our specialists and communicating by phone, chat and email.

Responsibilities

• To promptly respond to in-bound enquiries from members through all channels, be it phone, email, chat or via a typeform. And you’ll proactively reach out to new leads and existing members to drive growth.

• To achieve personal and team sales targets in line with business objectives.

• Provide a high level of customer service to members during the booking process and before, during and after their stays at our hotels, including resolving complaints when needed.

• Adopt a proactive approach to all enquiries to drive growth.

• Support our members through all stages of their journey and holiday with us, including calls before and after their departure.

• Contribute to the team’s performance by assisting with your colleagues’ bookings and clients. 

• Build and maintain a personal list of active top members.

• Keep up-to-date with the Mr & Mrs Smith collection and active offers.

• Serve as a brand ambassador for Mr & Mrs Smith, reinforcing the company’s values, including the brand’s voice, sense of fun, and overall professionalism.

• Take on ad-hoc duties as required by sales team leaders, managers, and/or global head of our team of travel specialists.

Requirements

• A strong understanding of and great skill in sales.

• A true passion for travel. 

• Extensive travel knowledge, with a high level of expertise for at least one international leisure destination.

• Strong network of clients or a proven history of generating sales.

• A candidate who is enthusiastic, confident, and has a polite phone and email manner.

• Ability to communicate effectively and articulately at all levels.

• Strong attention to detail with the ability to prioritise your workload accordingly.

• Availability to work full time on a rotating shift, including weekends.

• Flexibility to travel both locally and internationally.

• Ability to remain calm and positive under pressure.

• A professional attitude and team-oriented approach.

• A passion for customer service.

• The ability to multitask.