Answer incoming telephone calls and email inquiries in accordance with WTH Villa Concierge guidelines
Convey enthusiasm to customers and have a genuine desire to be of service
Proactively recommend experiences or add-ons that will enhance the customer’s vacation experience
Create and send Introduction Email, Guest Arrival Form and final documentation to confirmed clients
Gather and document all arrival and departure information from each villa client and relay this information to the villa supplier
Document and confirm any client requests related to their villa booking including but not limited to: Car rentals, grocery pre-stocking, chef requests, ground transportation, etc.…
Work with suppliers to confirm availability of additional services and invoice the customer if services must be pre-paid
Ensure comprehensive and accurate collection of all appropriate customer information, input additional services using the Company invoicing system, and send invoice and documents to the customer
Provide documentation to Accounting and load additional service lines into booking system when these services are added to a previously confirmed booking
Follow-up on past due client arrival information
Make amendments to existing bookings in accordance with Company guidelines
Initially deal with customer inquiries and complaints involving the Supervisor or Customer Service when appropriate
Load new supplier information into appropriate files/booking system when received
Participate in training sessions and development activities recommended by supervisory staff
Build a knowledge base for each destination served, sharing sources/recommendations/successes throughout the concierge team
Qualifications
Must have a minimum of 2 years travel sales industry experience and knowledge of luxury vacation destinations
Experience in Villa or Luxury Travel preferred
Knowledge of Italy and France a plus
The ability to build strong customer and supplier relationships is vital
