Our Vision
To be internationally recognised as a dynamic, innovative and service-focused travel company that people want to work with and work for.
Our Values
Our values guide how we work with our clients, suppliers and one another. The successful candidate will be expected to demonstrate our DRIVE values through their decision-making, teamwork and approach to client service:
· Dedication: Going the extra mile for clients, suppliers and colleagues.
· Responsibility: Taking ownership and making confident, timely decisions.
· Innovation: Thinking differently, identifying opportunities and suggesting creative solutions.
· Virtuosity: Demonstrating ability, creativity and flair in how we deliver for our clients.
· Expertise: Applying and continuously developing the knowledge needed to achieve personal, team and company objectives.
Role Purpose
Reporting to the Reservations Manager, the Luxury Travel Consultant will play an important role in delivering the exceptional, highly personalised service expected from AC Luxe, our high-end luxury travel division for corporate, family and individual travellers.
The role is responsible for creating fully tailor-made itineraries combining luxury hotels with indulgent, unique and carefully selected ground services experiences. From initial enquiry through to final confirmation, travel and post-trip follow-up, the Luxury Travel Consultant will ensure every detail is handled accurately, proactively and to an exceptionally high standard.
The role requires strong destination expertise, commercial awareness and creativity, with a focus on converting enquiries, maximising appropriate revenue opportunities and delivering a seamless client experience.
The Luxury Travel Consultant will have the following focus:
· Client Service & Itinerary Design: Creating bespoke, detailed itineraries that reflect each client's needs, preferences and profile, while delivering a consistently high level of service.
· Destination & Product Expertise: Applying strong knowledge of the UK, Ireland and France to recommend suitable hotels, services and experiences, including creative alternatives where required.
· Commercial Focus: Converting enquiries, proactively following up proposals, identifying appropriate upselling opportunities and negotiating competitive supplier rates.
· Supplier & Stakeholder Relationships: Working closely with suppliers, Sales and Contracting to secure the right product, resolve issues and support future product requirements.
· Operational Accuracy & Delivery: Ensuring bookings, confirmations and client information are accurate, complete and managed proactively from enquiry through to travel.
Day to Day Responsibilities
· Respond to initial client enquiries promptly, providing same-day acknowledgement and regular updates throughout the booking process.
· Create bespoke and detailed itineraries that closely match the client's needs and profile, working to deadlines and aiming to provide initial proposals within 24 hours of first contact.
· Use destination and product knowledge to recommend suitable alternatives where originally requested hotels or services are unavailable.
· Proactively follow up quotations and re-quote where appropriate, with a focus on maximising conversion of enquiries.
· Identify appropriate opportunities to upsell products and experiences that enhance the client journey and support commercial objectives.
· Negotiate competitive rates with suppliers where contracted rates are not held and, where appropriate, renegotiate ad hoc with contracted suppliers for specific business.
· Liaise with hotels and other suppliers to check availability and book and confirm all elements of travel.
· Ensure all reservations and booking details are entered accurately and completely into Tourplan.
· Reconfirm hotels and services where required prior to the client's arrival.
· Manage any issues that arise while clients are travelling, as well as post-travel quality issues, ensuring prompt communication and effective service recovery.
· Participate in the team's out-of-hours emergency phone rota.
· Work closely with Sales and Contracting, providing destination and product insight and highlighting where additional contracted product may be required.
· Maintain clear, professional and accurate communication with clients, suppliers and colleagues throughout the booking journey.
· Provide day-to-day administrative support to the team and clients where required and contribute to the smooth running of the department.
Skills & Experience
· Previous experience within luxury travel, tailor-made travel or a destination management environment, with experience of booking hotels and itineraries in the UK and Ireland.
· Strong knowledge of UK, Ireland and France travel destinations, with the ability and motivation to continuously build destination and product expertise.
· Exceptional organisational skills, with the ability to manage multiple enquiries and bookings while meeting deadlines.
· Excellent attention to detail and consistently high levels of accuracy.
· Excellent customer service skills, with a proactive approach that consistently seeks to go above and beyond for clients.
· Strong commercial awareness, including a focus on conversion, appropriate upselling and securing competitive supplier rates.
· Very strong negotiation and influencing skills when working with both suppliers and clients.
· An empathetic ability to listen and communicate effectively, confidently and articulately.
· A self-starter who takes pride in their work while recognising the importance of collaboration and being part of a team.
· A positive outlook with a flexible, solution-focused approach.
· Confident using IT tools and travel operating systems, with the ability to learn new systems quickly, experience of Tourplan would be advantageous.
· Flexibility to participate in the out-of-hours emergency rota.
· Demonstrates AC Group's DRIVE values and contributes positively to the wider business.
Pay: £28,000.00-£32,000.00 per year
Benefits:
- Company events
- Company pension
- Private dental insurance
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
Work Location: Hybrid remote in London
