Guest Loyalty Advisor
Since 1986, Scott Dunn has worked tirelessly to become the award-winning luxury travel agency that we are today. With our seamless service, insider insight and carefully curated collection, we create bespoke luxury holidays that deliver one-of-a-kind experiences. Delve deep into destinations on privately guided tours, enjoy exclusive access to the world's most sought-after sites and embark on journeys that are truly out of the ordinary, each one designed uniquely for you. Using our meticulously vetted selection of accommodation, experiences and guides, we ensure the highest level of luxury travel for our guests.
About The Opportunity
This role is an exciting role for a seasoned travel professional to actively manage and regularly engage with dedicated list of guests known to Scott Dunn, who have travelled but who have not yet booked their next holiday and also prospective guests gained through business partnerships and referrals. You will be proactively outbound calling guests to engage with them to create highly qualified leads for the Travel Consultants to convert into bookings, ensure that our most treasured guests are recognized for their loyalty and be a true champion of our guest centric ethos at Scott Dunn
Responsibilities
- Engage on email, text, phone and face to face with historical Scott Dunn guests to reintroduce them to our services and inspire them to travel with us again
- Actively remind guests “Why Scott Dunn” is always the best choice for them
- Proactively generate qualified leads for the sales team by using your travel knowledge
- Generate new enquiries and monitor as they progress until they are successfully converted
- Flag guests who could potentially be part of our Scott Dunn Private VIP program
- Engage with guests when they return from their trips to listen to feedback, instigate actions where appropriate and protect future loyalty
- Manage your guest list so that each and every guest has a dedicated point of contact and feels valued
Duties
The duties that derive from these responsibilities include but are not exclusive to:
- Taking responsibility for managing your guest list from initial reconnection to the point of booking with the Travel Consultants
- Proactively calling allocated guests from the Scott Dunn database
- Using our CRM to find appropriate reasons to call guests. E.g. new offers, new products, birthdays etc.
- Meeting guests and prospective guests face to face to aid conversion
- Arranging guest events to gain further engagement
- Ensuring that you are keeping up to date with Scott Dunn product knowledge and budget requirements
- Working closely with the Private Travel team to offer a Lite version of a VIP program
- Proactively keeping up to date with personal research on destination information, e.g. weather patterns, flight durations, activities and suitability for guests
- Recording guest information accurately on the Scott Dunn database
- Attending all internal and external training courses
- Conducting educational and research trips abroad, complete all required website and product updates and present back to teams
- Attending trade shows and promotional events in the UK and abroad
- Training colleagues with knowledge gained from areas visited
- Such other duties as management may reasonably require from time to time
Requirements
- Passion for travel, and extensive global travel knowledge of destinations
- Previous Travel Industry experience in a guest-facing role
- Unwavering dedication to exceptional guest service delivery
- Strong relationship management and interpersonal skills
- Enthusiastic, engaging and polite telephone manner
- Proven organizational and prioritization skills
- Excellent attention to detail
- Systems and database competency
Values & Behaviors
All employees must promote, understand, and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.
- In the know - Start by listening. We take the time to understand our guests’ and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
- In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
- Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun.
Work Perks! - What’s in it for you:
FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.
- Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
- Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
- Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
- Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
- Personal connections: We are a big business founded on personal relationships.
- Diversity, Equity & Inclusion
- Diversity Day: paid leave to observe holiday or cultural celebration of your choice
- Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice)
- DEI education
- Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
- A career, not a job: We offer genuine opportunities for people to grow and evolve
- We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
- Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising
- Employee giving program
- Office Environmental Program
- Many of our offices are Leadership in Energy and Environmental Design (LEED®) Gold certified buildings
- 1 Volunteer Day per Calendar Year
Benefits Include:
- Paid Time Off *
- Up to 15 Vacation Days accrued per year - prorated upon hire and increased by tenure after 2 years of employment (up to 25 days)
- 5 Sick Days accrued per year
- 3 Personal Days
- 1 Diversity Day
- 1 Volunteer Day
- 8 Recognized Holidays
- Travel perks/discounts
- Health & Wellness Programs and Employee Financial Wellness Services
- National/International Award Nights and Conferences
- Health benefits including, medical, dental, vision, gender affirming care, and fertility care
- Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
- Flexible Spending Accounts
- Employee Assistance Program
- 401k program with partial match
- Tuition Reimbursement Program
- Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
- Global career opportunities in a network of brands and businesses
*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.
Location – San Diego, CA
If this sounds like the opportunity you have been waiting for then APPLY NOW.
For this position, we anticipate offering an annual salary of $66,560. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.
Before applying to any internal position you must have been with the company or your current role for a minimum of 6 - 12 months and notify your leader prior to applying.
Our number one philosophy? Our people. Flight Centre Travel Group USA’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.
We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at careers@us.flightcentre.com
