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Job Description

Concierge Executive

Department – Concierge

Position– Full Time - Permanent

Reporting to – Concierge Supervisor

About Imagine Holidays

Started trading in the UK in 2011, founded by experienced travel entrepreneur and CEO Robin Deller along with co-founder Natalie Maye. Imagine Holidays are experts in creating Cruise and Stay Holidays and are now selling over 50,000 holidays a year with turnover in excess of £140m with industry beating margin and profit metrics.

Our Head Office is in the UK with a team of 135 and we are now trading in Cape Town, South Africa and Australia (Total employees: 250)

In 2015 Dnata Travel, a division of the Emirates Group, took a 51% stake in Imagine Holidays and we have a confident 5-year growth plan.

Job Purpose

To communicate upgrade options (flights, accommodation, tours and cabin) to customers prior to their holiday, continuing the excellent customer support function whilst supporting company profitability.

Typical activities 

  • To communicate with customers prior to travel to upgrade packages i.e. flights, cabins, hotels and tours.
  • Resolving customer credit queries
  • Administering customer holiday changes
  • To communicate with suppliers to request and confirm availability
  • Understand customer’s needs and expectations to deliver excellent customer support throughout
  • Respond promptly to customer enquiries
  • Be proactive in solving the customers issues, maintaining high standards of service at all times
  • Outbound call passengers to give relevant information on their booking, and to pro-actively upsell where possible
  • Produce highly accurate administration work and ensure all notes are left on customer files
  • Strong understanding of packages to enable effective recommendations of any holiday changes

Skill set required

  • Knowledge of customer service principles and practices
  • Must be confident working alone and as part of a team
  • Must demonstrate a significant level of self-motivation and initiative
  • An ability to work to deadlines with good attention to detail
  • Able to remain calm under pressure and problem solve accordingly
  • Must be reliable with a flexible approach
  • Excellent communication skills – verbal and written - essential
  • Able to work extended hours on occasions when required
  • Have vast knowledge of products and cruising
  • A minimum of 2 years’ experience in the travel industry ideally in a travel agency
  • Experience of travel booking systems

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.