Hotelplan UK

Account Executive

• Handle complex customer enquiries, calculate the cost of holidays and create itineraries
• Build and maintain strong relationships with guests and agents and offer expert guidance and specialist information
• Service incoming calls and emails from direct clients and travel agents with an outstanding and friendly approach
• Strive to achieve individual and team KPIs set in line with department standards
• Develop a clear understanding of guests/agents requirements to meet expectations and ensure the right holiday is found
• Upsell additional holiday extras/items to reinforce booking benefits
• Deliver exceptional customer service at all times
• Work closely with other team members to promote a strong team ethic
• Make outbound calls to existing customers and proactively chase leads to generate sales
• Respond quickly, accurately and effectively to sales enquiries
• Execute assigned tasks efficiently to meet sales and service targets
• Build knowledge of competitors and deliver an end to end guest experience

Holiday Sales Consultant

Chief Marketing Officer

• Support the Brand & Campaigns Managers in planning of key campaigns, identifying timings and resource requirements
• Work with Content, Digital, E-commerce, CRM and other teams to brief, plan and align multi-channel activity
• Champion brand guidelines and use appropriate tone of voice in all communications
• Write effective copy optimised by channel
• Support PR planning and man the press office when required
• Improve customer touchpoints, e.g. pre-departure comms and Digital Resort Guides
• Brief and support multi-channel partnership activity with tourism boards and partners
• Plan and deliver consumer-facing events and ATL advertising from briefing to final artwork
• Deliver printed direct mail activity including concept, print and postage
• Work with CRM to target and segment database and report on effectiveness
• Support brochure production, liaise with internal stakeholders and manage print/distribution
• Support Trade and Overseas teams with agency collateral and overseas branded customer collateral
• Ensure activity tracking and evaluation for post-campaign reporting
• Establish and manage relationships with agencies, suppliers and third-party stakeholders
• Support wider Marketing & Ecommerce team on ad-hoc basis, including cover for absences and peak periods
• Champion sustainability in brand identities, choices and activities

Brand Marketing Executive

Customer Support

• Support the sales team with back-office tasks to enable focus on inbound sales
• Handle incoming post-sales calls and emails from direct clients and travel agents
• Identify guest needs effectively and efficiently
• Respond to inbound guest and travel agent amendments via email and phone in a timely and professional manner
• Take ownership of guest enquiries (internal and external) to ensure fast, efficient resolution at minimum cost and impact
• Utilise best practice on every guest contact to ensure a seamless end-to-end customer experience
• Liaise with overseas reservations team to obtain extra allocations, rooms and relocations
• Work on a rostered basis across specified opening hours and support weekend and evening cover

Customer Support Consultant

Product Manager

• Create unforgettable small-group adventures and sustainable itineraries for European destinations (including the Balkans and Greece)
• Manage a portfolio of tours and become the company expert for assigned regions
• Generate ideas for new trips and see them through to fruition
• Deliver sustainable, profitable itineraries operating within safety guidelines
• Liaise regularly with overseas suppliers on delivery, itinerary improvements, discounts, and partner relationships
• Negotiate rates, set dates and capacities, and put together inspiring text for new tours
• Conduct competitor analysis and onboard new local partners
• Review customer feedback and implement changes to improve satisfaction
• Train the wider Explore team on portfolio trips and present at trade or customer events
• Handle customer enquiries pre-travel and discuss recent trip experiences
• Support on-tour issue resolution and act as a member of the crisis team
• Take on out-of-hours duty phone on a rota basis

Holiday Sales Consultant

Brand Marketing Executive

Customer Support Consultant

Travel Product Manager