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Req ID: 10655
Required Education: Not Indicated
Required Experience: 1-2 Years
Description:
Expedia Local Expert™(ELE) offers face-to-face personalized recommendations and assistance in booking events, activities, tours, attractions and other services that travelers seek in their destinations. ELE focuses on providing exceptional service to our guests, our lodging partners, and our supply partners. We help travelers get the most out of each destination, which in turn helps our lodging partners develop loyal guests and helps our supply partners grow their businesses. ELE professionals are passionate and knowledgeable about their markets. With access to a rich portfolio of thousands of tours and adventures, ELE operates concierge and activity desks in nearly 100 hotels and other retail locations across Hawaii; in Las Vegas, Nevada; Orlando, Florida, San Diego and San Francisco, California; and in the major resorts of Mexico
The Virtual Concierge is responsible for contacting Expedia.com guests via phone, assessing guest needs and selling attractions and activity tickets that ensure a memorable vacation experience. Qualified candidates bring previous outbound phone sales experience and high-touch customer service phone skills to the team. The Virtual Concierge is expert on the local area, attractions and tours and activities that we sell. As a member of the team they uphold the Expedia Local Expert™ promise to “delight every guest by sharing my passion and local knowledge to arrange memorable experiences”.
Core Responsibilities
* Provide each guest with a professional and courteous phone greeting and outstanding guest service
* Demonstrate the ability to balance guest service with sales results
* Build rapport with the guest and assist guest in selecting the product that matches their needs. Needs are assessed via the discovery process (i.e. asking questions)
* Meet or exceed established sales targets in a commissioned environment
* Demonstrate the ability to generate sales and up sell product by “painting the picture” and planning out the guest’s stay to maximize the their experience
* Take responsibility for solving guest issues in a timely fashion with satisfaction and a sense of urgency. Follow up on issues to ensure that they are resolved
* Use sales tools to invoke a sense of urgency to get the guest to commit; closes and books the sale and gets guest to make payment
* Provide a thorough, detailed recap of the purchase along with properly thanking the guest for their business
Skills Required
* 2+ years of sales experience in a performance driven environment
* Previous phone sales experience a must. Prefer outbound calling experience
* Exceptional phone demeanor and guest service skills
* Ability to adapt to and support change within the business
* Ability to overcome objections and offer alternate solutions
* Knowledge of the local area and attractions
* Excellent written and verbal communication skills a must (fluent English required, bilingual a plus)
* Strong listening skills to be able to identify customer needs
* Self motivated with the ability to work independently in a sales driven environment
* Knowledge of travel and/or ticket industry and concierge experience a plus
* Proven ability to juggle multiple duties and prioritize
* Able to work flexible hours (available for all shifts including late afternoon and evening)
* Computer literate. Should have basic Excel skills
Expedia, an equal opportunity employer, offers an exciting opportunity for qualified career-motivated professionals. We provide competitive compensation and the chance to work with talented people in a winning, successful, and pleasant environment. We offer many premium benefits to our full-time employees including 401(k) with an employer match, medical, dental, life insurance, vacation time and much more. Please indicate your availability when submitting your resume and/or application.
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