1) Enquiry handling, qualification and conversion (SLAs) 

· Respond to new enquiries promptly via email and phone, meeting response targets and SLAs. 

· Conduct needs analysis to understand key requirements (location, budget, dates, stay purpose, preferences, policies and any must-haves) and confirm any missing information. 

· Own the enquiry through to booking where appropriate, maintaining momentum through structured follow-up and objection handling (availability, price, approvals and timing). 

· Always be available to take calls, ensuring calls are answered within 3 rings ad with a warm, professional greeting in line with the company policy 

2) Solution matching using Synergy by SilverDoor and market knowledge 

· Use Synergy by SilverDoor as the starting point, where possible, for recommendations and build choice across a relevant set of options that best matches the customer’s needs. 

· Apply industry knowledge to identify the ‘perfect match’ and explain clearly why each option is suitable, highlighting benefits and differentiators. 

· Ensure each quote is positioned around value: what meets the brief, what is flexible, and what the customer gains. 

3) Phone-first execution and rate negotiation 

· Use the telephone as the preferred method to speed up conversion and deliver a personal service. 

· Call property partners/suppliers to confirm availability, clarify details and negotiate rates/terms where possible.

· Highlight negotiated savings in customer communications (e.g., improved rates, added value, flexible terms) and document outcomes clearly. 

· Follow up key conversations in writing, keeping records accurate and audit-ready. 

4) Quoting, reservation administration and attention to detail 

· Prepare accurate, professional quotes and reservation paperwork in line with SilverDoor standards. 

· Manage reservation admin tasks including amendments, extensions, cancellations, check-in information and documentation, ensuring data quality across systems. 

· Maintain clean notes and statuses so enquiries can be picked up seamlessly by the wider team as part of follow-the-sun workflows. 

5) Issue management and customer care 

· Resolve day-to-day issues and minor complaints quickly and professionally, setting expectations and keeping the customer informed. 

· Escalate early when service delivery is at risk, or when the case is complex, urgent or commercially sensitive. 

6) Team contribution and continuous improvement 

· Work closely with Client Consultants and Senior Client Consultants to prioritise workload, share updates and support team SLAs. 

· Strive to be productive in your work and always be proactive informing managers when you have capacity to take on more. 

· Contribute to improving templates, processes and knowledge bases to increase speed, quality and conversion. 

Requirements:

Skills/Experience: 

· Experience in a customer-facing environment with sales, conversion or service targets (inside sales, reservations, hospitality or travel is desirable). 

· Confident using the phone for outbound and inbound customer conversations, including needs analysis and structured follow-up. 

· Ability to negotiate or influence outcomes (rates, terms or solutions) and articulate value clearly.

Apply today to join the corporate travel experts trusted by businesses worldwide.