Personal Yacht Consultant

Four Seasons Yachts; Northern (KY); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Four Seasons Yachts is seeking a Yacht Consultant who will manage the guest journey—from itineraries to destination experiences and pre/post travel inquiries. You will build trusted relationships with guests and Travel Advisors, leveraging Salesforce and Seaware to deliver a personalized, luxury experience.

Ideal candidates have 2+ years in luxury travel customer service or sales, fluent English, and a passion for global destinations.

Qualifications

• Minimum of two years of experience in customer service or sales within luxury travel.
• Fluent in oral and written English; Spanish and Portuguese are a plus.

Responsibilities

• Provides best in class luxury service via phone, video, email, chat, or in person.
• Supports Sales by building strong relationships with guests and Travel Advisor community.
• Exceeds guest expectations and meets monthly/quarterly/annual targets.
• Addresses guest questions or issues with critical thinking to deliver a world-class experience.
• Interacts with internal departments to ensure guest needs are met and deliver superior service.
• Acts as expert on Salesforce and Seaware to personalize guest experiences.
• Provides feedback on support processes and suggests enhancements.
• Gathers in-depth knowledge of company and luxury hospitality to articulate yacht features and itineraries.
• Maintains accurate client records using company tools and processes.
• Adheres to policies and ethics; performs other duties as assigned.

Skills

Guest service

Luxury travel

English fluency

Relationship building

Multitasking

Tools

Salesforce

Seaware

IT systems

Job description

This role is for passionate, enthusiastic and friendly guest experience individual who enjoy being part of a dynamic team, learning new skills, and a keen desire to make a difference while contributing to the future of a start-up brand. The Yacht Consultant will be responsible for all aspects of the guest's booking journey including but not limited to itineraries, destination experiences and pre/post travel inquiries. Through inbound and proactive client contacts, the Private Client Services Yacht Consultant will cultivate personal relationships, gain an understanding of the guest's needs and become a trusted resource.

KEY ACCOUNTABILITIES

• Provides best in class luxury service to our guests and Travel Advisors, hosting them via phone, video, e-mail, chat, and/or in person.
• Supports the Sales Organization by building strong relationships with our guests and Travel Advisor community.
• Exceeds all guest expectations and must be capable of meeting specific objectives relating to overall customer satisfaction and company goals. This would include meeting assigned monthly, quarterly and/or annual targets.
• Exhibits critical thinking/problem solving skills to address guest questions or issues to deliver a world-class experience.
• Interact with essential internal departments professionally to ensure guest needs are met and to deliver a superior guest experience.
• Be an expert and reference in the use of our technology systems, Salesforce, and Versonix Seaware to deliver a personalized, luxury guest experience.
• Provides feedback on the quality and efficiency of customer support processes and be able to suggest enhancements when they see fit.
• Acquires in-depth company and luxury hospitality industry knowledge to articulate yacht product features, benefits, pricing, and make recommendations of itineraries.
• Maintain accurate records of all clients and potential clients, utilizing company-supported technology tools and processes.
• Adhere to all company policies, procedures and business ethics codes.
• Other duties as assigned by supervisor.

QUALIFICATIONS

• Minimum of two years of experience in customer service or sales within the luxury travel sector.
• Fluent in oral and written English. Spanish and Portuguese a plus.
• Comfortable using IT systems daily, knowledge of Versonix Seaware and Salesforce is an advantage.
• Service oriented and self-motivated with a high level of professionalism.
• Able to work full time on weekends and off-hours to support global markets and time-zones.
• Excellent organizational skills, with the ability to handle multiple tasks.
• Keen ability to develop rapport with guests and maintain strong relationships, while ensuring the guest receives world-class service.
• Previous experience within the Luxury, Travel, and Hospitality sector is preferred.
• A genuine knowledge and interest in global travel destinations.

TECHNICAL QUALIFICATIONS

• The employee must have a space in his or her place of residence that is free from distractions, including any background noise that impacts the customer's experience.
• The work environment should be kept in a tidy condition and suitable for the safe keeping of confidential and sensitive customer information.
• Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). You may not use satellite internet providers.
• Your device must be directly connected to the router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection.
• Must be able to certify compliance with requirements regarding internet speed and connection.