Expedition Sales Specialist Lead (ENG + GER)

Overview:

As a passionate, experienced travel consultant, you will be at the forefront of guest interactions, bringing our incredible expedition cruise experiences to life and bringing guests closer to their trips of a lifetime.

You will embark on a 9-week orientation program to learn about our incredible guest experience, that changes the way they see the world. We take curious travellers to incredible destinations, sustainably and in true expedition-style. We bring them off the beaten track, to remote landing sites across the Arctic, Antarctic, and Galapagos, and truly engage with and sustain remote communities.

You are a passionate, experienced travel consultant that will delight our guests by offering an unforgettable experience from their very first call. You will be responsible for providing exceptional levels of service, to both our B2B and B2C guests, seeking an unforgettable life-changing experience, converting, and retaining them throughout their guest lifecycle.

Key Responsibilities:

• Responsible for the day-to-day management of the sales and service team

• Drive established KPI’s and create individual performance plans with each Expedition Sales Specialist ensuring they are effectively converting them to guests via inbound or outbound contact to reach and exceed sales targets and delight guests.

• Coach and develop the Expedition Sales Specialists skills to ensure ongoing high professional standard is achieved

• As a passionate guest advocate, you will contact guests and suppliers, when necessary, to ensure total satisfaction, on both inbound and outbound calls and emails.

• Ensure objectives, sales standards, processes, and structures are appropriate and embedded throughout the team

• Escalate/report all serious sales support issues and possible monetary exposure to supervisor immediately along with remedial recommendations for a positive outcome

• Provide performance & KPI reports on team to various stakeholders along with recommendations for improvements in general processes and systems

• Collaborate effectively with multiple teams and linkages to improve efficiency and guest satisfaction

• As an accountable colleague to all ship and shore operations and quality measurement, you will ensure the team are updating and documenting all guest information into the guest relationship & management (CRM) and booking systems, according to standard operating procedures​.

Requirements:

Knowledge & Skills:

• English & German language skills requirements are that you can you speak and write to a minimum business C1 level.

• An experienced travel consultant professional with proven previous guest service experience in a sales environment and/or travel/cruise industry along with experience of working with KPI’s and towards sales targets.

• You have high-guest centric belief and proven collaborative interpersonal skills to work effectively in a team-based environment.

• Good numeracy to understand a guest’s budget constraints, company policies and cost drivers, and commercial levers.

• You have demonstrated knowledge of Microsoft Office applications, CRM software, and experience with travel reservations systems is a plus.

• Experience of flight GDS systems is highly desirable.

• Passionate about guest care, you are willing to be available for crisis training and on-call support if/when required​.

Key Personal Attributes/Behavioural Competencies:

• You are a passionate explorer, with an unquenchable enthusiasm for travel and delivering unforgettable experiences to travellers.

• Learning Agility: You learn fast, adapt to changes and different styles, and proactively seek to continuously update your knowledge of HXs’ experiences, products and services and seek feedback on your own interactions and performance.

• You thrive under pressure and maintain a professional composure even with challenging guests.

• Possess drive and energy to reach and exceed specified sales goals.

• Have a “can do” solution mindset and are able to multi-task.

• You will be passionate to advocate our HX Spirit and values.

• Self-driven and independent, yet with a will to ask and understand. 

• Relationship building & influencing skills.

• Curious and dedicated

• Effective & confident communication skills

• Ambitious and thrives in a high-paced, international, changing work environment.

• Problem Solving Skills

• Customer Service oriented: delivering results and meeting customer expectations.

You will get:

• To be part of a dynamic and dedicated team, with highly skilled colleagues. 

• Opportunities to work on a global level, with senior management. 

• Excellent growth opportunities and the ability to impact with velocity. 

HX Spirit: 

• Passionate Explorers: We are proud of our history and are driven to create more. 

• ‘Can-do’ Mindset: We jump-in and proactively contribute to the greater good. 

• Humble Leadership: We have a short distance between leaders and teams. 

• Genuine Interactions: We want all people to be their true selves. 

• Supportive & Collaborative Teams: We are curious and generous with our knowledge. We Trust.