Belmond Travel Advisor

at  Belmond Management

The Belmond Travel Advisor (BTA) will partner with guests and customers to make every journey with Belmond, unique and legendary. Owning all steps of the reservation process, from Inspiration, Research and Booking through to the post-stay follow-up. They will work closely with the on-property operations teams and the Service Excellence team for seamless handovers and communications of guest preferences.
Belmond Travel Advisors will personalise each stay to the guest’s individual preferences. Accurately recording this information in the relevant systems so it is shared with the operations teams who need to execute on these. Understanding the Belmond Audiences and proactively suggesting destinations, products and experiences that match to the guest profile.
The BTA team will be skilled across the full Belmond portfolio of products and be able to manage any guest/customer query. The team will ensure we deliver on our promise of a 24/7 Customer Contact Organisation by partnering with our global colleagues to respond to all reservation requests in a timely and efficient manner.

REQUIREMENTS

• Show expertise in all systems required to carry out day to day tasks, such as HMS, Travel Studio, Salesforce Omnichannel and InfoHub. Be true champions of systems and technology that aid the guest experience and journeys
• Ensure our guest profiles are kept up to date and accurate as possible. Take ownership for each guest interacted with to capture all information and ensure it is entered correctly into the necessary systems. Identify duplicate profiles and flag for merging to ensure database is kept as clean as possible
• Meet and exceed targets set for data capture and complete profiles at time of reservation and prior to stay arrival
• Suggest enhancements or new ways of working within the systems where a process can be improved on

Be a true owner and gatekeeper for InfoHub ensuring it is up to date with rich and relevant information in order to be able to provide guests with all the details and information they would need both to confirm a reservation and prior to stay

• Request additional information be added to the InfoHub where there are gaps or missed storytelling opportunities
• Continuous monitoring and feedback given on AI routing for ongoing improvements and accuracy

General

• Maintain safe working conditions and practices. Practice emergency procedures in compliance with standards; react and assist in emergency situations as needed.
• Ensure by example that the Belmond vision, standards and values are known.
• Observe standards for the department in image, appearance, and grooming; properly represent the company and the profession to outside organizations and the community.
• Be knowledgeable of, implement, communicate, and comply with policies of the Human Resources Department and Belmond.
• Be an ambassador of Belmond at all times, in and outside of the workplace.
• Ensure security and confidentiality of all guest, employee, and Company information.
• Use utilities and resources in a responsible manner to control wastage.
• Communicate relevant information to the department, your line manager and across departments, as appropriate.
• Comply with safe working practices, Health and Safety policy and ensure accidents/defects are reported immediately.
• Attend learning and development courses and complete eLearning modules, as required.
• Demonstrate and be a role model of Belmond’s behaviours of Genuine Characters, Proud Custodians, Caring Hands & Hearts, and Pioneering Mindset.