Holiday Expert

HOLIDAY EXPERT

Location: Gurugram

Experience: 3+ years

Reporting To: Sales Manager

About Hi Tours

Hi Tours is part of the Hi Tours Group and specializes in custom luxury holidays and honeymoons across Asia, Europe and the Middle East. Every trip is built around your dates, your pace and your budget by a holiday specialist who knows the destination first-hand. In thirty years we have sent millions of happy travelers on their way.

About the Role

We are looking for a customer-focused Holiday Expert to help Indian travelers plan and book personalized international holidays. You will manage the customer journey from the first enquiry until the booking deposit is received.

Your role is to understand each traveler’s preferences, present customized holiday proposals, build trust, and convert enquiries into bookings. A dedicated Product Team handles holiday design and costing, while the Guest Experience Team takes over after the deposit and handover.

Key Responsibilities

• Enquiry Management: Respond promptly to incoming enquiries and connect with customers planning holidays for couples, families, and groups.
• Customer Discovery: Understand travel preferences, interests, budget, travel dates, pace, past experiences, and expectations through consultative conversations.
• Holiday Briefing: Prepare clear and comprehensive customer briefs for the Product Team to develop suitable holiday proposals.
• Proposal Understanding: Review the proposed itinerary and pricing, clarify any questions with the relevant team, and ensure you are confident before presenting it.
• Holiday Presentation: Present every holiday proposal over a call, explaining the itinerary, hotels, destinations, and experiences in a way that connects with the customer’s interests.
• Customer Revisions: Coordinate one round of changes based on customer feedback and work towards a timely booking decision.
• Sales Conversion: Build customer confidence, address objections, handle follow-ups, and secure the booking deposit without relying on unauthorized discounts.
• Follow-up Management: Follow the prescribed follow-up schedule for quoted but unpaid enquiries and close follow-up activity once the schedule is complete.
• CRM Management: Record all customer conversations, requirements, commitments, follow-ups, and enquiry status accurately in the CRM.
• Guest Handover: Introduce the customer by name to the assigned Guest Experience colleague within one day of receiving the deposit, ensuring a smooth handover.
• Repeat Business and Referrals: Contact past guests during quieter periods to explore repeat holidays and referral opportunities.
• Escalation and Collaboration: Work with the Sales Manager on large or group enquiries and collaborate with the Product Team and Guest Experience Team as required.

Key Performance Indicators

Enquiry Response Time | Sales Conversion Rate | Booking Profitability | Follow-up Compliance | Customer Satisfaction | CRM Accuracy | Repeat and Referral Business | Handover Compliance

What We Are Looking For

• At least 3 years of experience in consultative sales, selling considered purchases through phone calls and messages rather than primarily face-to-face interactions.
• Strong spoken and written English and Hindi, with the ability to communicate confidently with premium customers.
• Excellent listening and questioning skills to uncover customers’ underlying motivations and travel expectations.
• Strong presentation, objection-handling, negotiation, and closing skills.
• Comfort working with monthly sales targets, weekly performance reviews, and call-recording-based coaching.
• Willingness to read and revisit destination information and sales materials to build product knowledge.
• Good CRM discipline and the ability to maintain accurate records of every customer interaction.
• A customer-first mindset, ownership, attention to detail, and a commitment to making realistic promises.

The Ultimate KRA for This Role

Convert incoming holiday enquiries into profitable bookings by understanding customer needs, presenting the right holiday with confidence, securing the deposit, and ensuring a seamless handover to the Guest Experience Team.

Success will be measured through conversion, booking profitability, customer satisfaction, follow-up discipline, and the ability to generate repeat and referral business.