Travel Consultant

This position is onsite at our beautiful new office located in the Prague 8 area.

Our first 9-week Training & Orientation Program will have a start date of 2nd September, with the following being November, January.

About the role:
As a passionate, experienced travel consultant, you will be at the forefront of customer interactions, bringing our incredible expedition cruise experiences to life and bringing customers 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 customers, seeking an unforgettable life-changing experience, converting, and retaining them throughout their guest lifecycle.

Key Responsibilities:

• As a passionate guest advocate, you will maintain regular contact with customers/guests and suppliers throughout to ensure total satisfaction, on both inbound and outbound calls and emails.

• As an effective salesperson, you have demonstrable, effective sales consulting techniques to understand customer needs, effectively converting them to guests via inbound or outbound contact to reach and exceed sales targets and delight guests.

• Passionate about continuous improvement, you will continuously monitor and communicate guest feedback, and proactively improve processes and documentation in collaboration with global colleagues. You will also identify, escalate, and resolve any client complaints quickly and efficiently.

• As a passionate explorer, you will offer expert advice and personal recommendations on enhancements to guest experience, whether through suite experiences, upgrade packages, excursions, or pre- and post- trips.

• As an accountable colleague to all ship and shore operations and quality measurement, you will enter, update, and document all customer information into the customer relationship & management (CRM) and booking systems, according to standard operating procedures​.

About you:

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

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

• An experienced travel consultant professional with proven previous customer service experience in a sales environment and/or travel/cruise industry along with experience working with KPIs and towards sales targets.

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

• 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 professional composure even with challenging customers.

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

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

• Have a “can do” solution mindset and can multi-task

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

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

• Advocate our HX Spirit and values.