We are looking for an articulate and personable Enquiry Concierge to serve as the first point of contact for high-net-worth clients inquiring about bespoke luxury travel experiences across Italy and Europe. This consultative role goes far beyond scripted lead qualification — it requires genuine curiosity, real destination knowledge, and the confidence to engage discerning clients in meaningful conversations about their travel aspirations. The ideal candidate brings native or near-native North American English, a warm and polished phone manner, and the instinct to listen deeply and connect what a client describes to possibilities they may not have considered.
Key Responsibilities:
- Respond to inbound luxury travel inquiries via phone and email, serving as the client's first personal touchpoint
- Initiate outbound calls to every new lead with a phone number within 15 minutes of inquiry arrival during shift hours
- Conduct in-depth consultative needs analysis conversations covering destinations, travel dates, party composition, occasion significance, budget range, accommodation preferences, past travel experience, and decision timeline
- Listen for cues that reveal the full scope of a client's trip beyond their initial inquiry and ask genuine follow-up questions to uncover additional opportunities
- Draw on working destination knowledge across Italy and other European regions to surface relevant possibilities — framed as suggestions worth flagging to the client's Travel Designer, not firm recommendations or pricing
- Tactfully establish budget parameters scoped to on-the-ground European services only, distinguishing clearly from international airfare
- Set clear handoff expectations with every client, explaining that their dedicated Travel Designer will personally follow up during European business hours
- Book the Travel Designer's follow-up call or video call directly in Calendly while still on the phone with the client, confirming the scheduled slot verbally and in writing
- Document detailed qualification notes, client preferences, and verbatim personal touches in Zendesk CRM within the same ticket the call originated from
- Send qualifying emails with Calendly scheduling invitations to leads where no phone number is available, followed by post-call follow-up emails for all contacts
- Deliver comprehensive handoff briefs to the assigned Travel Designer with all call notes attached within the same working day
- Flag high-value leads immediately for priority Travel Designer attention rather than batching them with standard handoffs
- Escalate any question beyond the Concierge's knowledge base to the Travel Designer with a same-day response commitment to the client — never guess or provide placeholder answers
Mandatory Skills:
- Native or near-native North American English with clear, natural, and confident articulation
- Warm, polished, and genuinely engaging phone manner suited to high-net-worth client conversations
- Strong consultative communication skills with the ability to conduct in-depth needs analysis that feels like a conversation, not an interview
- Working knowledge of Italian regions and key European travel destinations, or demonstrated ability to rapidly acquire and retain destination-specific knowledge
- Proficiency in Zendesk CRM including its native calling functionality for placing, receiving, and logging calls directly within tickets
- Experience with Calendly or similar scheduling tools for booking client appointments in real time
- Ability to read between the lines of a client's stated inquiry and probe for the full scope of their travel plans
- Strong written communication skills for professional, brand-aligned email correspondence
- Comfortable working independently during overnight or off-peak hours with full accountability for lead response quality
- Exceptional attention to detail in documenting client preferences, personal touches, and handoff notes
- Reliable, self-motivated, and capable of maintaining high performance standards without direct supervision
Preferred Skills:
- Background in luxury hospitality, high-end travel, concierge services, or premium client-facing roles
- Genuine personal interest in or knowledge of Italian culture, cuisine, history, and travel experiences
- Familiarity with luxury travel categories such as honeymoon and romance travel, food and wine experiences, adventure travel, wellness retreats, and milestone celebrations
- Experience working with high-net-worth or time-sensitive clientele
- Sales or upselling experience in a consultative, non-pushy context — ability to surface relevant options rather than pitch packages
- Familiarity with European geography and multi-destination travel planning concepts
- Experience working across international time zones with structured handoff processes
Why Join Us:
This is a rare opportunity to join a boutique luxury travel team where your voice and genuine curiosity set the tone for extraordinary client experiences. You will be trusted with high-value relationships from the very first conversation, working alongside dedicated Travel Designers who craft once-in-a-lifetime journeys across Italy and Europe. If you thrive on meaningful client conversations, have a passion for travel, and take pride in making every interaction feel personal rather than transactional, this role offers creative fulfillment and professional growth in an elevated, client-first environment.
