Belmond Travel Advisor - Fluent in Mandarin (West Coast/Pacific Time Zone)

Belmond is a collection of more than 50 iconic hotels, trains, safaris and river cruises worldwide. Culture,community and cuisine take centre stage in curated adventures, from the Mediterranean to MachuPicchu. Inspiring retreats are set on Caribbean beaches, by the edge of Iguassu Falls and overlooking the Amalfi Coast. Awe-inspiring train journeys include the legendary Venice Simplon-Orient-Expressand Andean Explorer. Luxurious river cruises allow guests to glide through the heart of France, whileextraordinary safaris show Africa at its most majestic. Belmond celebrates the art of travel, withexperiences ranging from gliding through Thailand’s emerald jungles to riding on horseback throughthe Okavango Delta. With our vast offerings, the opportunities to craft a unique career here are endless.Join us and achieve the truly exceptional.

The Belmond Travel Advisor will partner with guests to make every journey with Belmond, unique and legendary. Owning all steps of the reservation process, from Inspiration, Research and Booking through to the post-stay follow-up. They will work closely with the on-property operations teams for seamless handovers and communications of guest preferences.

Belmond Travel Advisors will personalize each stay to the guest’s individual preferences. Accurately recording this information in the relevant systems so it is shared with the operations teams who need to execute on these. Understanding the Belmond Audiences and proactively suggesting destinations, products and experiences that match to the guest profile.

In addition to the day to day of reservations the Belmond Travel Advisor team will each individually manage a small portfolio of VIGs via the Clienteling APP. They will be responsible for ensuring we nurture and retain our top guests, directly contributing to Belmond’s goal of higher guest repeat and retention rates.

Primary responsibilities include:

• Be a true seller and champion for all Belmond products across the full portfolio and be able to accurately describe, promote and convert on any product a guest wishes to book at
• Treat every booking, rate and availability enquiry that comes into the queue as an opportunity to convert on a sale. Respond to these in a timely manner and proactively follow up until the case is fully resolved.
• Meet SLA targets such as response times, case/queue management and case classification accuracy in Salesforce Omnichannel
• Meet assigned conversion targets ensuring we convert on as many sales opportunities as possible
• Ensure guest profiles assigned to a booking contain accurate guest data and as many preferences as can be gathered
• Treat every interaction in a professional manner and yet done in a conversational, natural and warm manner
• For each and every stay, understand the guest motivation for the trip and who they are travelling with. Tailor the conversation based on these and if the guest is brand new to the Brand/Product or if they are long term loyal fan
• Working within provided guidelines suggest perks or enhance opportunities for our most loyal guests
• Upsell- treat every reservation as an opportunity to enhance each and every guest stay by suggesting additional add ons such upgrades, transfers, experiences etc.
• Show expertise in all systems required to carry out day to day tasks, such as HMS, Travel Studio, Salesforce Omnichannel and InfoHub. Be true champions of systems and technology that aid the guest experience and journeys
• Ensure our guest profiles are kept up to date and accurate as possible. Take ownership for each guest interacted with to capture all information and ensure it is entered correctly into the necessary systems. Identify duplicate profiles and flag for merging to ensure database is kept as clean as possible
• Meet and exceed targets set for data capture and complete profiles at time of reservation and prior to stay arrival
• Suggest enhancements or new ways of working within the systems where a process can be improved on
• Be a true owner and gatekeeper for InfoHub ensuring it is up to date with rich and relevant information in order to be able to provide guests with all the details and information they would need both to confirm a reservation and prior to stay.

The role is a fully remote, work from home position. Candidates should be located near the West Coast/Pacific Time Zone of the US. Candidates residing in the states California, Colorado and Washington will not be considered.

The Belmond & LVMH Family

The US Customer Contact Organization is proud to be part of LVMH, and the Belmond global collection of iconic hotels, trains and river cruises, all creating exceptional experiences worldwide. 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.

Requirements

What you'll bring:

• Minimum of a Bachelors Degree and one year experience in hospitality, hotel operations or customer service required. College degree in a Hospitality major preferred.
• Ability to communicate in English and Mandarin with hotel guests, suppliers, and employees to their understanding.
• Excellent verbal and written skills, listening skills and questioning techniques.
• Ability to multi-task under pressure in a fast-paced environment, work independently and interact within a team.
• Ability to accommodate a flexible work schedule.
• Understanding of the luxury hotel environment.

This is your moment. Apply today!

Benefits

What We Offer

At the US Customer Contact Organization 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 medical, dental, vision, disability, and life insurance. Employees are eligible for the majority of these plans after 60 days of full-time employment. The Company also offers a 401(k) retirement savings plan, paid vacation and holidays as well as complimentary and preferred rate experiences at our iconic destinations.