Job Description
Company Overview
Solmar Villas is a family run business, based in the West Midlands, with over 29 years of experience in arranging high-quality, tailor-made villa holidays. Solmar Villas prides itself on providing the highest quality prompt and personalised service to all clients. The business specialises in providing the very finest villas for perfect villa holidays.
Solmar Villas select only the highest quality villas in the finest resorts and regions of mainland Spain as well as the Balearics and Canary Islands. Our selection of villas includes a wide range of properties from traditional style houses offering peace and privacy in the countryside, to luxury villas with pools and breath-taking coastal views in unspoiled areas.
Aim of the Role
The role involves responding to customer enquiries and matching their requirements to their dream villa holiday and supplying additional elements to enhance their time overseas such as flights, villa extras, car hire, private transfers, ancillary and 3rd party supplier products. This is achieved by establishing and nurturing a productive sales pipeline from multiple sales channels within the business and demonstrating a quantifiable sound knowledge base of the Solmar product, relevant destinations and ancillary services.
Key Responsibilities
Delivering Sales
· Meet monthly sales targets for villa sales, ancillary sales and booking conversion.
· Professional and effective telephone conversations with customers to
discuss travel plans, itineraries in full, making suggestions and provide
alternatives.
· Manage and prioritise all stages of the booking cycle following company
values and protecting the Solmar Villas brand.
· Dealing with general enquiries via e-mail, telephone, live chat, social media, third party booking sites, travel agents.
· Confirming reservations by multiple sales channels available within the business.
· Responding to new quote enquiries using a consultative sales model and “Selling Through Service”.
· Creating bespoke and comprehensive holiday itineraries that include core and ancillary products.
· Confirming booking, taking payment and advising of booking terms and
conditions.
· Provide colleagues customers sales support like they are your own.
· Upselling Solmar Villa products throughout the booking process.
· Provide customers with well-presented itineraries and descriptive and
persuasive covering emails in a timely fashion.
· Commercial awareness of price margins.
· Effective organisational skills to manage all stages of the booking cycle.
· Understanding customer requirements and providing information and inspiration about products and destinations.
Customer Service
· Deliver excellent customer service by assisting the Sales Team in responding to customer enquiries promptly.
· Demonstrating expert product and destination knowledge.
· Be aware of customer experience by welcoming customer feedback and effectively directing feedback to relevant departments.
· Looks for and finds ‘win-win’ solutions in which both sides feel they have
gained something.
· Being aware of customer experience by facilitating good Trustpilot and Feefo feedback.
· Keeping up to date with Company and Department Communication.
· To work collaboratively with Travel Trade Partners as appropriate to ensure an efficient and effective provision and support of Travel Trade Sales within the business.
Administration
· Maintain a high level of accuracy and attention to detail on all quotes and reservations.
· Checking web bookings/invoices made for accuracy and to ensure booked correctly.
· Maintaining knowledge of all Solmar Villas product and service through attendance at product training sessions and self-driven research.
· Organising, leading and attending familiarisation trips.
· Ad-hoc administration when required.
Team Work
· Provide advice and support to multiple teams within the business as required to support the prompt resolution of issues.
· Work with the Concierge Team to ensure the development of pre departure service and sales (both core product and ancillary) for Solmar Villas and ensuring everything a client need is in order to ensure a seamless and stress-free holiday.
· Providing support for onboarding for new staff to the business.
· Development of colleague training to support the company’s wider understanding of the sales process and delivery of sales.
· Work as part of the wider team to identify areas for improvement of working methods and service provided.
· Unreservedly participate in developing a proactive teamwork culture.
· Reviewing existing departmental processes with the aim to propose/document/introduce new processes.
It should be noted that the responsibilities described above should not be seen as an exhaustive list of activities.
The job responsibilities may, from time to time, be reviewed and changed in line with changing business requirements.
The individual may also be required to assist other departments where the roles are suitable in line with an individual’s knowledge and skillset.
Skills, Behaviours and Experience
· A positive attitude to additional tasks in line with business needs.
· A strong knowledge of industry systems and processes.
· Confidence applied through all programmes of the Microsoft Office suite and be comfortable with technology such as CRM systems and MS Office suite.
· Good interpersonal skills and approachability - the ability to interact commercially with customers, travel agents and colleagues across the business at all levels.
· An excellent telephone manner and email correspondence skills
· Self-starter able to work on own initiative whilst maintaining a strong team player mentality
· Strong commercial awareness and decision making/negotiation skills.
· Information gathering and interpretation - the ability to take basic information from any source and to add value by way of effective presentation, formatting and insight.
· Acceptance of the need to travel and be away on business overnight as necessary, although this will be minimal and advance notice will be given
· Sales driven; determined; proactive;
· Responding positively to feedback
· Flexible attitude towards change
· Punctual
· Enthusiastic
· Proactive
· Good rapport building
· Tenacious
· Resilient
· Determined
· Self-motivated
· Compassionate
· Self-Aware
· Analytical
Job Types: Full-time, Permanent
Salary: £24,000.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Private medical insurance
- Sick pay
- Wellness programme
- Work from home
Schedule:
- Day shift
- Weekend availability
Supplemental pay types:
Ability to commute/relocate:
- Burton-On-Trent: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in Burton-On-Trent
Application deadline: 02/06/2023