TheSilverConcierge Agent is an office-based role responsible for delivering exceptional post-sales service while proactively identifying opportunities to enhance the guest experience and support revenue growth. This role plays a key part in improving sales conversion, service quality, and booking retention through energetic, solution-oriented, and proactive engagement via phone and email.
Beyond servicing, theSilverConcierge Agent is expected to confidently upsell relevant add-ons, demonstrate strong product knowledge, and cultivate positive, high-impact interactions that reflect passion for both guest experience and commercial outcomes.
Essential Duties And Responsibilities
Guest & Consultant Support
- Serve as the first point of contact for Personal Consultants in the regions and Guests for all post-sales support via phone and email.
- Manage booking inclusions andactively upsellAdd-Ons (e.g., higher category suites, packages, experiences, etc).
- Handle hotel/land arrangements, transfers and more.
- Support guests with general queries, documentation, booking updates, and administrative needs.
Sales & Revenue Support
- Identify upselling and cross-selling opportunities in every interaction to enhance the guest journey and drive incremental revenue.
- Use product knowledge and customer insights to recommend value-adding options confidently and professionally.
- Contribute directly to retention by delivering timely, proactive solutions that reduce cancellations.
Customer Experience & Issue Resolution
- Maintain accurate customer records with a high level of diligence and detail.
- Provide proactive follow-ups and anticipate guest needs to maximise satisfaction and loyalty.
Team & Process Contribution
- Participate in ad hoc tasks, initiatives, and continuous improvement projects.
- Collaborate positively with team members to share best practices and drive team performance.
- Uphold high standards of professionalism, energy, and engagement in all interactions.
Knowledge, Skills & Attributes
- Minimum 2 years experience in sales, customer service, sales support, or a similar travel-related role.
- Demonstrated ability to upsell, influence, or drive commercial outcomes.
- Excellent verbal and written communication skills with a confident, engaging style.
- Highly proactive approach with strong ownership, initiative, and problem-solving skills.
- Energetic, guest-centric, and passionate about delivering exceptional experiences.
- Strong computer literacy (Excel, Word).
- Diligent, organised, and process driven with high attention to detail.
- Experience in the travel or cruise industry is highly preferred.
