Travel Lifestyles Concierge

A. Overall Purpose of the Job

The incumbent is responsible for managing and fulfilling all travel-related customer requests for Aspire Lifestyles' clients. This includes providing recommendations, quotations, travel itinerary planning and unique/customized travel experiences. He/She will fulfill the request through a variety of resources (internet, team member or personal experience, partners, Aspire Lifestyles' resources, etc.), and communicate responses in a prompt, professional, and concise manner. This individual serves to uphold the highest levels of customer service and quality.

B. Specific Responsibilities

· Demonstrate an understanding of the scope of services provided for each customer and confidently deal with each request type in the areas of travel and concierge.

· Independently (or as part of a team) fulfill (e.g. design personalized trips and research) travel requests as necessary.

· Coordinate and manage travel-related requests from customers of Aspire Lifestyles in an efficient and cost-effective manner in accordance with the department policies and procedures.

· Liaise with travel providers in a professional manner, ensuring requests for information are dealt with quickly and efficiently whilst providing professional service.

· Leverage current partners and utilize Internet and other resources to fulfill requests.

· Integrate Partnership Development offerings within the proposal to customers where possible and appropriate.

· Provide accurate and timely information regarding travel requests.

· Maintain open communication channels with team members, and other Aspire Lifestyles' centers/employees to ensure travel requests are effectively managed.

· Initiate outbound calls in compliance with program needs and requirements.

· Apply high quality customer service guidelines when fulfilling customer travel requests.

· Communicate responses in a clear, professional, and concise manner.

· Represent clients' brands in a professional, courteous manner.

· Use enterprise solutions and other sources to assist customers, enter pertinent customer data into CRM, and process required information.

· Apply client and Group policies as applicable whenever interacting with customers.

· Able to multi-task and prioritize in a fast-paced environment.

· Use the appropriate templates and ensure quality control of all outgoing written documentation to customers.

· Work with Learning and Development to develop travel-related training material.

· Meet and exceed all KPI metrices as required – attendance, quality, etc.

· Assist with training and mentoring new employees.

Other Duties

· Abide by all Aspire Lifestyles policies and procedures.

· Carry out any other reasonable duties assigned by the line manager and other leads.

Occupational Health & Safety

· Participate in the development and maintenance of a safe and healthy workplace

· Undertake all mandatory OH&S training as required

· Comply with any reasonable instructions, policies, procedures or safe work practices given by Intl.SOS in adhering to safe work procedures

· Cooperate with management in its fulfilment of its legislative obligations

· Take reasonable care to ensure their own health and safety and the safety of others

· Report any injury, hazard or illness as soon as possible to their supervisor/manager.

C. Job Profile

Required Competencies

Customer Service Focus

• Possesses passion for Customer Service Excellence
• Able to multi-task
• Able to communicate in a way that builds trust and creditability with customers
• Possesses a strong interest and affinity for Aspire Lifestyles services and products

Technology

• Working knowledge of Travel industry software is essential
• Demonstrates proven computer expertise including but not limited to Microsoft Word, Excel, PowerPoint, Outlook, Google, and other commonly used business software and online tools
• Able to understand and apply new technological information, ideas, and concepts quickly and easily

Communication

• Is an active listener; listens to what customers are saying both directly and indirectly
• Explains information/concepts clearly and logically, verbally and in writing
• Is approachable and objective in all communications

Problem Solving

• Insightful and creative in developing appropriate solutions to meet customer needs, specifically in the area of travel
• Able to quickly and easily gather needed facts, information and knowledge to efficiently and effectively solve problemsAble to work in a calm, logical and professional manner
• Able to locate/find relevant information across available resources

Drive for Results

• Possesses a strong sense of responsibility
• Demonstrates a strong commitment to achieving individual and departmental goals
• Look for ways to improve processes and procedures where appropriate
• Is results-oriented, quality-focused, and performance-minded
• Seeks feedback on performance in the quest for continuous improvement
• Understands the role the Concierge plays in the business
• Seeks out ways to minimize costs while maximizing service to the customer
• Minimizes costs while maximizing service to the customer.

Teamwork and Collaboration

• Demonstrates and lends expertise in all travel related matters
• Maintains a positive attitude toward work and others at all times
• Focuses on building strong relationships with peers and management and works well within a team environment

Required Work Experience / Knowledge

The Travel Lifestyle Concierge uses a variety of tools including internet aggregators, direct vendor sites and bespoke travel tools to research, propose and fulfill requests. He/She is expected to leverage travel knowledge and experience to provide differentiated customer service, secure favorable travel options for our customers and encourage repeat callers through exceptional service.

The Travel Lifestyle Concierge may also receive requests from a variety of lifestyle areas, including dining, entertainment, travel, sports & recreation including golf, shopping, and unusual requests. These requests are researched and fulfilled through a variety of resources (Internet, team member or personal experience, partners, Aspire Lifestyles resources, etc.), and communicated to the customer in a prompt, professional, and concise manner.

The Concierge Travel Specialist is expected to have:

· to 3 years of travel planning experience in retail travel and/or reward travel industry

· A keen interest in global lifestyle experiences (shopping, sports, culture, travel, etc.)

· Strong communication skills

· Demonstrated problem solving skills

· Geographical awareness and cultural sensitivity

· Travel agency experience or previous international travel experience preferred

Required Qualifications

· Diploma/Degree in Travel/Tourism or any recognized equivalent qualifications

Required Languages

· Excellent oral and written English language skills

· Mandarin or other languages (added advantage)

Travel / Schedule Rotation Requirements

· Schedule rotation within standard hours Monday to Friday

· Weekend and holiday work (when necessary)