Belmond Travel Advisor

Main responsibilities

1. Commercial Conversion

• Represent the full Belmond portfolio with confidence, describing each product accurately and converting enquiries into reservations with care and credibility.
• Treat every booking, rate and availability enquiry as a meaningful sales opportunity, responding promptly, taking ownership of your work.
• Meet agreed service levels, including response times, queue management and case classification standards within Salesforce Omnichannel.
• Deliver assigned conversion targets by recognising sales opportunities and guiding guests confidently towards the right booking decision.
• Ensure every booking includes accurate guest details and as many relevant preferences as possible to support a personalised stay.
• Handle each interaction with professionalism, warmth and natural conversation, creating trust while reflecting Belmond’s standards.
• Deliver guest interactions that consistently reflect Belmond’s LQA standards, combining warmth, attention to detail and a personalised approach in every enquiry and reservation.
• Take time to understand the purpose of each trip, who the guest is travelling with and how familiar they are with Belmond, then shape the conversation accordingly.
• Within agreed guidelines, identify thoughtful opportunities to recognise and enhance the experience of loyal guests.
• Approach every reservation as an opportunity to enrich the stay by recommending relevant enhancements such as upgrades, transfers or curated experiences.

2. Data & Technology

• Demonstrate strong working knowledge of the systems needed to deliver the role effectively, including HMS, Travel Studio, Salesforce Omnichannel and InfoHub, using technology to support both efficiency and guest experience.
• Maintain guest profiles with care and accuracy, capturing relevant information at every interaction and identifying duplicate records where merging is required.
• Meet or exceed data capture targets by ensuring profiles are complete at the point of reservation and well prepared ahead of arrival.
• Identify opportunities to improve processes and suggest practical enhancements to the way systems are used.
• Act as a careful custodian of InfoHub, helping to ensure content remains accurate, relevant and rich enough to support both reservation conversations and pre-stay planning.
• Request additional content for InfoHub where information is missing or where there is an opportunity to strengthen storytelling and guest guidance.
• Provide ongoing feedback on AI routing to support continuous improvement, accuracy and stronger case management.

3. General expectations

• Maintain safe working practices and follow emergency procedures in line with company standards, responding appropriately when support is needed.
• Lead by example so that Belmond’s vision, standards and values are consistently visible in daily work.
• Present a professional image at all times, representing the company and the profession with care inside and outside the workplace.
• Understand, apply and communicate relevant Human Resources and Belmond policies as required.
• Act as an ambassador for Belmond in every interaction.
• Protect the security and confidentiality of guest, employee and company information at all times.
• Use resources responsibly and support efforts to reduce unnecessary waste.
• Share relevant information clearly with the department, line manager and cross-functional colleagues where appropriate.
• Comply with health and safety requirements and report accidents or defects without delay.
• Participate in learning, development and required eLearning activity to continue building capability.
• Demonstrate Belmond’s behaviours of Genuine Characters, Proud Custodians, Caring Hands & Hearts and a Pioneering Mindset in everyday practice.

• Prior experience in luxury travel sales, central reservations, hospitality operations, or premium concierge services.
• Hands‑on experience with CRM and reservation management platforms (e.g., Salesforce Omnichannel, PMS/HMS, Travel Studio, or equivalent booking engines).
• Proven capability to handle inbound inquiries consultatively, execute upselling techniques, and consistently hit commercial conversion targets.
• Outstanding written and verbal communication skills in English; proficiency in additional European languages (Italian, French, or Spanish) is an asset.
• Strong organizational skills, precise attention to data entry details, and adaptability to evolving reservation technologies and AI‑assisted workflows.

At Belmond we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. W