Scott Dunn Private - Assistant

Scott Dunn Private is the ultra-personalised solution within the wider Scott Dunn group. Offering one to one relationship management backed by the tools and resources of the global Scott Dunn team. It delivers a lifelong relationship as the trusted choice by our members for their ultra-luxury, leisure travel. Our global team manages members across the UK, USA and APAC.

Each private travel manager is responsible for a designated book of members and is responsible for keeping members engaged in their membership through regular, personalised contact and will service all of their travel needs (where they have the knowledge) or work with the global Scott Dunn Private Travel team to fulfil the booking.

The purpose of the assistant role is to support the Scott Dunn Private Team Members in servicing the members, whether that is member facing or behind the scenes. Once the trip is booked, the assistant will support in offering the highest level of personalisation through concierge, quality checks and arranging surprise and delight moments.

Retention of our members is key, as well as giving new members an unforgettable differentiated experience first time. Through meticulous attention to detail, accuracy as well as designing creative extras tailored to the member’s personal profile with our collective knowledge of access and experiences in all destinations, the assistant will support in industry leading levels of membership satisfaction.

Responsibilities:

• To be a ‘hand in glove’ support to the Private Travel Managers and Travel Consultants by dovetailing operational requirements with the sales responsibilities, ensuring efficiency and accuracy to the highest standards
• Deliver absolute confidence, flexibility and elegance designed to be so seamless you don’t even notice them. All from a dedicated Private travel team
• To diligently adhere to operational process and to champion best practice
• Act as a second pair of eyes, removing discrepancies and areas for possible error
• Enhance bookings for Scott Dunn Private members and co-ordinate the booking of restaurants, tours, shows, spa treatments and other member requests
• To have the mindset of anticipating members needs and going above and beyond to exceed them
• Co-ordinate details with Hotel Concierge and Travel Consultant
• Create memorable surprise and delights for members throughout the holiday booking and travel experience
• Become fully conversant with internal software and databases
• Plan for each travel consultant’s bookings to ensure documentation and post booking admin is delivered on time
• Work with product team to maintain relationships with a network of suppliers and fixers to gain access to often closed doors
• Liaise with the team to source and send gifts to their members as necessary
• Maintain hot off the press product knowledge banks for concierge to create a unique offering for members
• Demonstrate the key values of Scott Dunn Private and embody our values and commitment to our members
• Ensure key contacts in destination are prepared to welcome members and enhance the experience
• Capturing all personal preferences regarding concierge in Scott Dunn’s systems that will be effectively and compliantly referred to and updated at all future touch points
• Ensure a timely collection of balances
• To attend supplier meetings, and training and undertake personal reading to ensure total immersion in the destinations offered, including from time-to-time visiting countries as part of a familiarisation trip
• Research and understand the member segment through reading UHNW publications and insight
• Such other duties as management may reasonably require from time to time

Requirements:

• This role will be ideal for a professional with experience in a sales support function for a luxury or travel brand who is seeking their next opportunity with excellent career progression and development or a seasoned professional who has experience of working in the UHNW administrative space
• Interest and understanding of luxury service and UHNW member expectations
• Ability to work to deadlines and prioritise effectively
• Strong organisational skills and able to juggle multiple tasks
• An excellent track record in accuracy
• Self-motivated with a proactive and positive attitude
• Ability to actively manage the workflow timings required for dedicated consultants to ensure they meet their deadlines
• Proven ability of going above and beyond for previous clients
• Proven experience of creative surprise and delight
• Ability to work under pressure, at times outside of regular business working hours as the business and the members require
• Genuine passion for luxury travel
• Flexibility to work across multiple time zones when required
• Experience of working in the UHNW sector would be beneficial

Values & Behaviours

All employees must promote, understand, and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.

• In the know - Start by listening. We take the time to understand our guests’ and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
• In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
• Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun.

Location

We aim to find someone who would be office based in our London, Hammersmith office.

Why work for Scott Dunn

In return for your expertise and commitment to our values of in the detail, in the know, and inspiring;

• We support your career growth – We provide you with career progression aligned with your chosen career path, access to internal job opportunities across Scott Dunn's global offices, as well as across 30+ brands spread across 93 cities worldwide as part of Flight Centre Travel Group
• We give you the tools to succeed – We provide personal and professional development enabled by our award-winning Learning and Development team, comprehensive familiarisation, and educational trips, unlimited access to LinkedIn learning amongst other professional and personal development platforms, as well as 1 hour for your own development each week.
• We recognise and reward your success and loyalty – We run commission and bonus incentive schemes to compliment competitive salaries, as well as a company loyalty scheme, which includes a personal travel fund for each staff member and 23 days annual leave plus bank holidays that rises by 1 day per each year of service (up to a maximum of 30).
• We celebrate your excellence – With monthly, quarterly, and annual recognition schemes and awards, alongside the opportunity to win a place at Flight Centre Travel Groups annual Global Gathering, we celebrate excellence in all forms.
• We provide you with a wide-range of job and industry-perks – We can offer you subsidized private healthcare, a contributory pension scheme, staff travel insurance, 3 days of paid volunteering leave, access to cycle to work and season ticket loan schemes, a dedicated in-house team who are your source for exclusive industry discounts for personal and work-related travel, as well as share options in Flight Centre Travel Group amongst much, much, more!

Diversity, Equity, and Inclusion

At Scott Dunn we champion equality, diversity, and inclusivity in all its forms and are signatories of both the Race at Work and the Diversity in Hospitality, Travel & Leisure charters. As part of our commitment to diversity, equality, and inclusion we are committed to ensuring our recruitment process is inclusive and recognises the value of differences.

Should you require any support or accommodations as it relates to our recruitment process, please contact recruitment@scottdunn.com for further information or alternative application processes to support your requirement.

Apply

You do not need to meet all the requirements to apply for a position at Scott Dunn. Should this role be of interest to you we would welcome your application.