Tour Sales Consultant (Call Center)

At Holiday Vacations, how we work is just as important as what we deliver, welcome to The HV Way!

• Honesty & Integrity: We act with honesty and accountability, building trust with every guest, partner, and teammate. We keep our promises.
• Create Community: We create community by treating each other and our guests like extended family, fostering belonging, celebrating, and supporting one another.
• Surprise & Delight: We go beyond expectations to create meaningful experiences. We make every effort to exceed expectations.
• Grow Together: We embrace curiosity, feedback, and continuous learning – always striving to be better and do better.
• Innovate Boldly: We seek fresh ideas, adapt to change, and look for ways to stay ahead in a dynamic travel landscape
• Protect What Matters: We prioritize safety and sustainability for our people, our guests, and the places we explore.
• Celebrate the Team: We succeed together, value each person’s gifts and contributions, and take time to enjoy the journey along the way.

• Receive inbound guest calls while remaining customer-focused, consistently providing excellent customer service.
• Reach out to guests who engaged with Holiday Vacations on-line. WE DO NOT DO COLD CALLING!
• Conduct outbound service calls for requested follow up with guests related to pre-tour notifications, departure point changes, reservation confirmations, and to finalize any other questions.
• Stay current and up to date on tour itinerary details, destination knowledge, as well as industry trends.
• Data entry reservations, cancellations, and transfers into the reservation system, maintain accuracy of guest accounts in the reservations system.
• Process payments securely and accurately.
• Support guest’s needs, clarify information, research issues, while providing solutions in a timely and professional manner.
• Stay current and up to date on promotional materials to sell tour packages such as brochures, catalogs, and travel deals.
• Partner with guests to build a long-lasting relationship.
• Collaborate with internal departments to improve workflows and maximize the guest experience.
• Professionally and accurately share the benefits of travel insurance and loyalty programs to guests on every call.
• Other duties as assigned.

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  Accountability by taking ownership of their actions and outcomes. They embrace feedback, make improvements when needed, and work diligently to ensure the highest standards in all aspects of their work.
• Attention to Detail by thoroughly reviewing their work, ensuring accuracy and precision in all tasks. They focus on the small but critical aspects of projects, consistently identifying and correcting errors to maintain quality and efficiency.
• Communication Skills by conveying information clearly and effectively across various channels, actively listening to others, and tailoring their messages to ensure mutual understanding and engagement with diverse audiences.
• Guest Service by anticipating and responding to guests’ needs, creating a welcoming environment, and consistently delivering exceptional experiences. Demonstrating empathy, enthusiasm, professionalism, and attentiveness, ensuring every guest feels valued and supported.
• Relationship Building by establishing trust, maintaining open communication, and fostering long-term connections. Actively listening, showing genuine interest in others, and engaging in meaningful interactions that result in loyalty, collaboration, and mutual respect.
• Sales by identifying guests’ needs, showcasing product or service value, and guiding prospects toward informed decisions. Leveraging knowledge, communicating clearly, and adapting an approach to build rapport, close deals, and achieve growth targets.

• Passion for travel that can be shared with others.
• Two or more years of experience in sales or customer service.
• Exceptional ability to handle a high volume and wide variety of calls with enthusiasm, empathy, patience, and professionalism.
• Desire to exceed sales and performance metrics.
• Proficiency with MS Office products (Excel, Outlook, Word, and Teams).
• Experience with contact center phone system (Ring Central).
• Ability to expertly navigate between multiple software programs to provide seamless and excellent guest service.
• Strong typing skills – at least 35 WPM.
• Excellent listening skills, demonstrating a warm, enthusiastic, and caring personality that naturally shines through in phone interactions, helping guests feel valued, heard, and excited about their travel experience.
• Demonstrates genuine compassion and eagerness to provide outstanding service to every guest.
• Strong time management and decision-making skills.
• Ability to adapt quickly to an ever-changing, high-paced contact center environment.
• Strong attention to detail and organizational skills.
• Ability to work both independently and within a team and also collaborate with other departments within the company.

• Must have a distraction-free workspace/environment with space for a desktop computer with two monitors.
• Must have a stable power source and internet connection, including a dedicated high-speed internet and ethernet connection.
• Connection cannot be wireless, Wi-Fi extenders, Wi-Fi repeaters, or hotspots.
• Ability to plug in your equipment to modem/router during work times.