Tour Desk Consultant

***POSITION PURPOSE
- As a member of the Tour Desk team you will be part of a team of passionate consultants who are committed to consistently delivering an excellent customer experience and take pride in being the face of Discova.
-You are responsible to meet and exceed the individual sales targets, consistently following the customer sales experience and be a key member in the high performing team environment.

***JOB SPECIFICATIONS
1. Customer Sales Experience
• Resolve customer service issues to customer’s satisfaction with appropriate corrective and preventive measures.
• Provide customers with all basic destination information and answer questions. Distribute island maps; suggest restaurants and provide destination information to the guests and advice on alternative activities.
• Meet and greet all guests assigned to you via our internal system.
• Consistently delivering an amazing customer experience by following the 7 steps Discova customer sales experience.
• Be the first contact for guests in emergencies and immediately respond to emergencies and complaints.
• Service all customer enquiries professionally and efficiently within 24 hours or according to business needs with an expectation of conversion rate as per business expectations.
- Metrics:
• Increase in revenue
• Tours/customer
• Customer feedback

2. Sales and Product Development
• Offer every customer Discova preferred products in tours and activities
• Attend all training and upskilling opportunity as directed by the Tour Desk Team Leader.
• Maintain the expertise in the domestic market by being up to date with domestic changes and information.
- Metrics:
• Tours/customer
• Repeat customer %

3. Business Acumen
• Financial reports to be sent to finance and team leader daily.
• Daily and weekly tracking of individual sales
• Schedule/confirm appointments and manage calendars in the system.
- Metrics:
• Accuracy in reporting
• Write off %

4. Self Development
• Ask as well as participate in any trainings or upskilling recommended by your leader or you feel relevant to your role.
• Ensure you maintain up to date with product knowledge and understand Discova offerings.
• Individual Sales

***ESSENTIAL QUALIFICATIONS AND EXPERIENCE
 Bachelor degree or a degree in tourism and hospitality is preferred.
 Minimum 1 year experience in a sales team in the tourism industry.
 Fluent in both written and spoken English is required and other European languages would be an advantage

***SKILL AND ATTRIBUTES
• Outstanding sales skills with strong customer care focus.
• Results Orientated.
• Excellent organizational skills with the ability to be flexible and implementing change when needed.
• Excellent communicator to a diverse range of people (customers, suppliers, team members, leaders).
• High attention to details.
• Able to work under pressure and juggle multiple tasks and able to work outside office hours when required.
• Solution focused and great at problem solving.
• Able to work independently and within a team assisting team members to help everyone achieve results.
• Flexible rotating roster that may include late nights, weekends and early mornings and flexible with
uncertainties/changing priorities and under pressure.
• Willing to travel on business when required
• Personally aligned with Discova’s company purpose and values
• Proficient with Microsoft Office applications and Discova’s systems would be an advantage.

- A competitive salary package with performance pay and annual bonus
- Training courses with great career development opportunities
- Educational trips and annual company trip

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