Belmond Travel Advisor

Belmond; Genova; Sur place; EUR 24 000 - 26 000; Plein temps

Avantages offerts par ce poste

Permanent contract

Salary range €24k-€26k

Incentive plan

Travel benefits

Harvard Management Online Training

Corporate Belmond and LVMH benefits

Meal vouchers

Résumé du poste

Belmond Travel Advisor role focuses on creating seamless journeys from initial enquiry through reservation. You will tailor recommendations, maintain guest profiles, and work closely with property teams to ensure flawless handovers and personalised stays.

The role emphasizes strong commercial conversion, accurate data capture, and adherence to Belmond’s standards, with opportunities to upsell experiences and upgrades across the portfolio.

Qualifications

• Experience in luxury travel sales or premium concierge services.
• Proven ability to handle inbound enquiries and upsell
• Strong communication, written and spoken in English; other European languages a plus

Responsabilités

• Convert enquiries into reservations with confidence and accuracy.
• Record guest preferences and details in systems.
• Meet service level targets and maintain data quality in Salesforce Omnichannel.
• Suggest upgrades, transfers, or curated experiences to enhance stays.
• Maintain a professional image and adhere to Belmond standards.

Connaissances

English fluency

Additional languages

Outils

Salesforce Omnichannel

PMS/HMS Travel Studio

Description du poste

The Belmond Travel Advisor creates thoughtful, seamless journeys from the very first enquiry. Acting as a trusted guide across the reservation process, this role inspires confidence, shapes memorable stays and ensures each guest interaction feels personal, informed and effortless.

By understanding each guest's preferences, motivations and travel style, the Belmond Travel Advisor tailors recommendations with care and records relevant details accurately in the appropriate systems. Close partnership with property teams and Service Excellence ensures every handover is clear, every preference is visible and every arrival is set up for success.

Skilled across the Belmond portfolio, the team responds with agility, warmth and commercial focus to a wide range of guest and customer requests. Working closely with global colleagues, the Belmond Travel Advisor helps deliver a connected 24/7 Customer Contact Organisation that is timely, knowledgeable and consistently aligned with Belmond's standards.

Main responsibilities

1. Commercial Conversion

• Represent the full Belmond portfolio with confidence, describing each product accurately and converting enquiries into reservations with care and credibility.
• Treat every booking, rate and availability enquiry as a meaningful sales opportunity, responding promptly, taking ownership of your work.
• Meet agreed service levels, including response times, queue management and case classification standards within Salesforce Omnichannel.
• Deliver assigned conversion targets by recognising sales opportunities and guiding guests confidently towards the right booking decision.
• Ensure every booking includes accurate guest details and as many relevant preferences as possible to support a personalised stay.
• Handle each interaction with professionalism, warmth and natural conversation, creating trust while reflecting Belmond's standards.
• Deliver guest interactions that consistently reflect Belmond's LQA standards, combining warmth, attention to detail and a personalised approach in every enquiry and reservation.
• Take time to understand the purpose of each trip, who the guest is travelling with and how familiar they are with Belmond, then shape the conversation accordingly.
• Within agreed guidelines, identify thoughtful opportunities to recognise and enhance the experience of loyal guests.
• Approach every reservation as an opportunity to enrich the stay by recommending relevant enhancements such as upgrades, transfers or curated experiences.

2. Data & Technology

• Demonstrate strong working knowledge of the systems needed to deliver the role effectively, including HMS, Travel Studio, Salesforce Omnichannel and InfoHub, using technology to support both efficiency and guest experience.
• Maintain guest profiles with care and accuracy, capturing relevant information at every interaction and identifying duplicate records where merging is required.
• Meet or exceed data capture targets by ensuring profiles are complete at the point of reservation and well prepared ahead of arrival.
• Identify opportunities to improve processes and suggest practical enhancements to the way systems are used.
• Act as a careful custodian of InfoHub, helping to ensure content remains accurate, relevant and rich enough to support both reservation conversations and pre-stay planning.
• Request additional content for InfoHub where information is missing or where there is an opportunity to strengthen storytelling and guest guidance.
• Provide ongoing feedback on AI routing to support continuous improvement, accuracy and stronger case management.
• Maintain safe working practices and follow emergency procedures in line with company standards, responding appropriately when support is needed.
• Lead by example so that Belmond's vision, standards and values are consistently visible in daily work.
• Present a professional image at all times, representing the company and the profession with care inside and outside the workplace.
• Understand, apply and communicate relevant Human Resources and Belmond policies as required.
• Act as an ambassador for Belmond in every interaction.
• Protect the security and confidentiality of guest, employee and company information at all times.
• Use resources responsibly and support efforts to reduce unnecessary waste.
• Share relevant information clearly with the department, line manager and cross-functional colleagues where appropriate.
• Comply with health and safety requirements and report accidents or defects without delay.
• Participate in learning, development and required eLearning activity to continue building capability.
• Demonstrate Belmond's behaviours of Genuine Characters, Proud Custodians, Caring Hands & Hearts and a Pioneering Mindset in everyday practice.

3. General expectations

• Maintain safe working practices and follow emergency procedures in line with company standards, responding appropriately when support is needed.
• Lead by example so that Belmond's vision, standards and values are consistently visible in daily work.
• Present a professional image at all times, representing the company and the profession with care inside and outside the workplace.
• Understand, apply and communicate relevant Human Resources and Belmond policies as required.
• Act as an ambassador for Belmond in every interaction.
• Protect the security and confidentiality of guest, employee and company information at all times.
• Use resources responsibly and support efforts to reduce unnecessary waste.
• Share relevant information clearly with the department, line manager and cross-functional colleagues where appropriate.
• Comply with health and safety requirements and report accidents or defects without delay.
• Participate in learning, development and required eLearning activity to continue building capability.
• Demonstrate Belmond's behaviours of Genuine Characters, Proud Custodians, Caring Hands & Hearts and a Pioneering Mindset in everyday practice.

Requirements

• Prior experience in luxury travel sales, central reservations, hospitality operations, or premium concierge services
• Hands‑on experience with CRM and reservation management platforms (e.g., Salesforce Omnichannel, PMS/HMS, Travel Studio, or equivalent booking engines)
• Proven capability to handle inbound inquiries consultatively, execute upselling techniques, and consistently hit commercial conversion targets
• Outstanding written and verbal communication skills in English; proficiency in additional European languages (Italian, French, or Spanish) is an asset
• Strong organizational skills, precise attention to data entry details, and adaptability to evolving reservation technologies and AI‑assisted workflows

Benefits

At Belmond we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

• Permanent contract within CCNL Turismo Federalberghi
• RAL between € 24,000 and € 26,000
• Incentive plan
• Complimentary and preferred rate experiences at our iconic destinations.
• Harvard Management Online Training.
• Corporate Belmond and LVMH Benefits.
• Meals vouchers.

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.

The Belmond & LVMH Family

When you join one of our properties, you join a global family of history-rich hotels and breathtaking destinations, where our employees are at the heart of the Belmond experience.