Does traveling and organizing its components make you excited?

Do you excel at foreseeing the needs of others and transforming a simple trip into the most unforgettable experience?

If your answer is YES, Read on

We're thrilled to be expanding and looking for a new addition into our amazing team. As a valuable team member thanks to your knowledge and expertise, you'll have the opportunity to blend your love for travel with your exceptional foresight and client-focused mindset.

In this role, you'll take the lead in creating unforgettable memories for our members. Your intuitive ability to think ten steps ahead will ensure that every journey is not only memorable but effortlessly smooth. By putting yourself in the shoes of our members, you'll anticipate their desires and preferences, curating personalized itineraries and providing expert guidance while taking the member on the planning journey every step of the way.

If you thrive in a fast-paced environment, possess a talent for building lasting relationships, and are dedicated to delivering exceptional service, we want to hear from you!

Key Responsibilities

• Complete member requests within the agreed deadline, using specialist knowledge of suppliers (including hotels, tour operators, airlines). Propose suitable options, matching the member requirements and ensuring you offer the best price available by sourcing various quotations to prove competitive pricing options. Using commercial judgement to secure maximum supplier revenue, without compromising the member.
• Understand the member’s requirements by taking an excellent brief, by asking relevant and open questions, building rapport, and gaining the member’s trust.
• Agreeing appropriate response times in line with company targets, completing the request on call with the member, self- allocating the request or allocating to the correct team homepage. 
• Create packages ensuring legal requirements are followed, competitive and secure supplier contracts are all in place, and that gross margins are in line with commercial targets.
• Ensure you follow the regulations related to the country of the member and supplier you are booking with. The member should be aware of booking conditions and their consumer protection arrangements. Best practice will be followed upon confirming any member bookings.
• Understand the complaints process and action any complaints related to jobs you have carried out for members, working with Member Satisfaction team and Client services as necessary. Use the feedback given by the member to improve our customer service and drive high levels of satisfaction amongst our members.
• Promote the wider Ten business by explaining how we work to meet our members’ requests at appropriate times and proactively suggesting and taking briefs for jobs for other teams in the business (e.g., theatre tickets, dining, motor, home improvement etc.).
• To keep administration and research relating to the members or the members requests up to date in real time on the in-house knowledge managers system in a timely manner with 100% accuracy.
• Provide feedback to Team Leader and/or the relevant Member Satisfaction/Supplier Manager with any service level issues regarding particular suppliers, and where you identify alternatives to existing suppliers or a possible need for new suppliers.
• Being able to navigate through membership services, loyalty programs, and other benefits available to the members from their banks to enhance their overall lifestyle offerings

Requirements

• If you have worked in Luxury Retail, Hotels and Resorts, Account Management, VIP Concierge, Luxury Travel - this could be an excellent career progression and an opportunity to work for a growing award-winning company.
• You must have excellent language skills in professional English and Italian, in written and spoken form (in accordance with the CERF Framework C1-C2)
• Experienced with Amadeus or other GDS system – desirable
• A passion for travel with extensive experience in the industry, preferably with international business experience
• Well-earned and proven reputation for genuinely outstanding excellent service to customers
• In depth knowledge of industry regulations and operating licences such as IATA, which you apply accurately in your day-to-day work
• Sales professional with extensive experience and outstanding achievements in sales with a tour operator, travel agent or concierge travel business putting together flight inclusive travel itineraries
• High sales performer, regularly in the top 10% of company’s sales performers measured by revenue or profit.
• Outstanding and in-depth knowledge of a wide range of major cities and holiday destinations including industry leading working knowledge of luxury hotels, DMCs and specialist tour operators, and airline services
• Energetic and motivated team players who enjoy the challenge of meeting and beating targets
• An understanding of the luxury lifestyle and affluent customers
• Passion for delivering high quality personalised support and have excellent research skills
• Adaptability to an evolving business and think globally at all time
• Initiative and creativity in their work, to ensure the needs of our members are met and exceeded at regularly
• Technologically proficient (working across multiple software programs simultaneously)
• Experience in handling customer care issues
• Thrives in busy and fast paced environment
• This position is a full-time 40-hrs per week role on a shift basis, ability to work a 5-day work week between the hours of 09:00-22:00 GMT shift, Tuesday to Saturday. Two early shifts Tuesdays and Wednesdays and three late shifts Thursdays, Fridays, and Saturdays
• Please note that you will be asked to enter a hybrid working arrangement - at least 2x a week in the office
• A secure home office at your confirmed address, free from background noise or other distractions
• Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement with at least 2 days of office presence.

Benefits

Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

Rewards designed around you:

• A competitive salary depending on experience, plus a performance-based bonus.
• Hybrid working. You can combine working from home and working from the office.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program.
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Who We Are

Ten Life Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

To find out more about Ten, please watch this short video  This is what we do

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.

“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”

Thank you for considering a career with us. Don't miss the opportunity to join our team! The application deadline for this position is 10 April 2024. Submit your application before then to be considered for this exciting opportunity. We look forward to reviewing your application!