Ten Lifestyle Group

The Travel Booking Agent needs to be a dedicated, motivated, and service-oriented individual to join our esteemed team. As a Travel Booking Agent, you will immerse yourself in the realm of opulent travel, high end dining, VIP events and assist our discerning clients in curating their ideal itineraries. Our team of lifestyle managers builds bespoke travel itineraries and fulfils requests for exquisite dining experiences and entertainment, such as securing reservations at the world’s finest restaurants and arranging tickets for best-selling shows, concerts, and events. If you possess a talent for service, an ambition for success, and an insatiable passion for the finer aspects of life, then this is the ideal position for you! Your exceptional customer service skills, adeptness in utilizing travel research tools, and unwavering enthusiasm for travel and entertainment will result in unparalleled member satisfaction, substantial sales revenue, and repeated utilization of Ten for travel and other types of requests across the organization.

Serve our members primarily by telephone and email to fulfil their requests and offer suggestions to enhance their experience. Provide quotes via our CRM system by email for the members. Handle all communication between suppliers needed to obtain the quotes/information and review the details of all quotations provided to you, before providing them to the member.

• Fully explore and understand each member’s requirements and use your superb knowledge of local suppliers to propose options which perfectly suit the brief.

• Offer the best value and competitive prices

• Use your commercial judgment to secure maximum supplier revenue without compromising the member’s wishes.

• Offer options to the member where this is the best choice for them for reasons of availability, price or suitability even if Ten will not earn supplier commission on the booking

• Complete jobs in response to briefs from members taken by colleagues allocated to your home page

• Follow up on your quotes to maximize the conversion of requests to bookings. For Internal Use Only

• Create complex “high touch” itineraries for our VIP and other high net worth members.

• To investigate opportunities to add value beyond the regular request and exceed the members’ expectations. 

• Ensure members are made aware verbally and in writing before booking of all supplier terms and conditions and consumer protections

• Handle all member payments (if applicable) and arrange supplier payment through our finance team when required.

• Have the ability to work on multiple requests and sourcing options from various suppliers according to the member’s needs.

• Promote the wider Ten business to our members and suggest/take briefs for other teams in the business

• Resolve customer care/escalation issues related to jobs you have carried out for members.

• Follow up with the members to see if they are ready for their adventure and answer any questions they may have • Work alongside the Global Teams to ensure that members travelling to any region of the world receive an exceptional service in country, making for a world class experience in concierge.

• To demonstrate you can confidently negotiate with suppliers to deliver the best possible service to our members • Contribute to Ten’s supplier relationship procurement, by helping to maintain and build new relationships with vendors. Thus, ensuring continuous growth of our services, by collaborating with the global teams and ensuring the specific region is developing and is profitable. Must meet all published targets for your role including being present, on time, available and completing your scheduled shift. Take comprehensive and accurate briefs according to published processes via the phone and/or email directly from members, agreeing realistic response times in line with company targets, and respond yourself or allocate to the correct team homepage. To manage and meet competing deadlines, while setting expectations with members and ensuring continued communication with them. To accomplish these targets, you will collaborate with our affiliated suppliers and our preferred selection of hotels, restaurants, and other suppliers.

• Logging in to the telephony system and be ready to take phone and email briefs from members for any team in the business.

• Correctly notate brief in Ten systems according to published process

• Ensure that Ten meets Service Level Agreement targets for our corporate clients

• To keep up to date on administration and research relating to members requests on CRM in a timely manner.

• To ensure that requests that could have commissions available are processed and invoices are produced.

• To record feedback in order to continually drive high levels of member satisfaction and service enhancements

• To assist in customer care/escalations where necessary to deliver swift and effective resolution and minimize any negative impact/turn any negative impact into positive.

• Close jobs and issue invoices to suppliers promptly in line with contract arrangements to maximize cash flow for the business.

• Provide feedback to Team Leader and/or the relevant Supplier Manager with any service level issues regarding particular suppliers, and where you identify alternatives to existing suppliers or a possible need for new suppliers.

• Meet monthly KPI’s on Sales, NPS and Efficiency. • You must meet goals in a fast-paced environment where deadlines are ever-present.

Requirements

• One to two years combination of travel booking experience required. This can be booking hotels, airline or any other professional travel booking experience.
• Travel industry knowledge required. This may come from schooling, professional experience or personal experience having travelled heavily internationally.
• Six months to a year of Dining and/or Entertainment background is required.
• Experience in a retail /call centre Travel environment
• GDS experience preferred but not mandatory.
• Need proven experience with quick problem solving and resourcefulness in previous employment.
• Comprehensive knowledge of Office Word, MS Outlook. No training is provided for this. •
• Excellent English language skills, both written and spoken. Must be able to book reservations in English without error.
• Must write grammatically correct and error free American English.
• Required to commit to scheduled shift. This will include night shift and weekends.
• Must be able to commute to the office.
• Commitment to supporting the delivery of Ten’s environmental, social and governance goals, and promoting policy adherence

Salary Range: $21-$24/hr.

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Ten Lifestyle Group

This is a Hybrid position.

As an UHNW Team Manager, your team of experts will be assisting some of our most important members at Ten. This group of UHNW members includes top entrepreneurs, leaders in the worlds of business, sport, and entertainment, and ultimately the most valued customers of our corporate clients. You and your team will be expected to grow and retain their loyalty, delivering World Class service and exceeding expectations for this highly significant and expectant group of members, ensuring every individual is able to truly live their life x Ten.

When leading your diverse team of high performing experts, your strong EQ will help you easily build strong relationships and actively nurture and promote a team culture of inclusivity, high performance and radical interdependence across their different specialisms, cultures and locations. You will instinctively assist and empower them to deliver the seamless, tailored, valued and responsive experience required every time, by proactively removing barriers to their success. Your excellent instincts for when to best guide, coach and train individuals will be invaluable for you, as will your clear appreciation that seeking to understand will usually be the key, as often your team will hold the expertise you may not.

You will have a strong personal desire to consistently exceed your own key performance indicators and in furthering your own development, being determined to succeed and eager to take on the next challenge – or add the next set of skills to your already formidable arsenal. Similarly, you will be strongly invested in keeping a keen and intimate understanding of our Elevated service offering, using your initiative and enjoying collaboration with both colleagues and your team, to promote creative refinement and ongoing improvement to maximise every opportunity.

Who We Are

At Ten our goal is simple, to become the most trusted service business in the world.

Ten is a leading global lifestyle management business with presence in over 20 offices globally and more than 1300+ employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.

To find out more about Ten, please watch this short video here.

Key Responsibilities:

Team Leadership

• To lead a team of high performing UHNW Lifestyle Managers, in line with the team led luxury service and Vision
• To effectively use EQ to get the best from strong personalities, while also having the ability to self-challenge and collaborate effectively with colleagues on best practice
• To actively promote radical interdependence and a strong team culture through all possible touchpoints, including ensuring active participation from all in meetings and team building activities

• To ensure member interactions from your team are consistently in a Trusted Lifestyle Manager manner

Personal Management and Development

• To ensure you effectively manage your time and workload, assisting your team for them to effectively World Class service within expected deadlines and exceed key performance indicators

• To have strong accountability for your own performance, keeping an awareness of your own strengths and building on opportunities for you to improve
• To have a desire for personal development, with a passion for further learning and growth

Specialist Knowledge and Service

• To engage with key developments and updates within each specialist field, further developing your existing knowledge and creating a clear understanding of how to add value on all requests

• To actively take part in specialist team activities and events, to improve your expertise in each field
• To understand dissatisfaction, the drivers and how we can solve these, providing feedback and using initiative to address trends and improve our service long term

Requirements

Skills & Qualifications

• You will need to be based in Las Vegas or New York
• Must have 5 yrs previous management experience within a luxury brand
• Have a ‘can do, will do’ mindset, using initiative to get whatever is needed done and creatively solve problems, even when faced with ambiguity, uncertainty, and change
• Have a deep sense of empathy and ability to connect and build trust with both colleagues and members
• Have a high level of natural ownership can be proven in everything you do; it all counts to you – and you finish what you start
• Be able to work within/handle pressure situations and possess strong resilience skills
• Be passionate about VIP customer experience, with exceptional verbal and written communication skills

• Have a proven track record of leading successful teams within a VIP, luxury or HNWI setting

Benefits

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance, and business needs.

“Ten works with a small, preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time.”

Our people are at the heart of the business, and we have a culture of recognition and reward – both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

Below are some of our benefits outside of Medical, Dental and Vision benefits.

• Aside from regular Medical, Dental, Vision, and others we have other benefits listed below:
• Travel offers from a variety of sources that allow great discounts on hotels, cruises, and rental cars. These are posted as they come in and vary by location.
• 22 days of PTO your first year and maxing out at 32 days per year in your 4th year (based on a 40hr work week).
• 3 extra float days after 2 years of work.
• Sabbatical every 5 yrs. of work.
• Tuition reimbursement
• Full catalog of learning modules that cover a wide range of categories. for personal and professional development
• Discount on Pet Insurance, legal advisory, and a multitude of other supplemental benefits
• IATA card after 90 days which gives access to travel discounts
• Monetary loyalty rewards at 3yrs, 5yrs, and 10 yrs of service
• Working Holidays: Ability to work from any of our 23 global offices for a short period of time.

Ten Lifestyle Group

Luxury Travel Manager

Is a personal assistant professional who works directly with clients on behalf of Ten /Corporate Client helping them to organize and experiment the best possible combination of moments of their lives through our concierge services and selected assets.

Who We Are

At Ten our goal is simple, to become the most trusted service business in the world.

We are a leading global lifestyle management business with presence in 22 offices globally and more than 1200 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.

Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members. To find out more about Ten, please watch this short video here.

To find out more about Ten, please watch this short video here.

Core Objectives

To build relationships with our most valuable members and to meet very complex requests and challenges set by our members and do so across a broad range of services. Will be dealing with extensive and complex luxury travel itineraries.

Every member of our team works hard to maintain the trust placed in us by our high-net-worth members and to radiate the integrity of our valued clients so the UHNW Lifestyle manager will follow up with existing and new clients, sending information related to their interests and needs.

Strong interpersonal and communication skills are a must, as forming a strong working relationship with clients is necessary for building large clients’ network. An individual working as a UHNW lifestyle concierge must establish a rapport with individuals quickly and build trust with potential or current clients.

A highly versatile and diligent multi-lingual professional demonstrating strong business acumen skills. With in-depth knowledge of the luxury market and a proven track record working with ultra-high net-worth clients and start-up entrepreneurs, or similar experiences.

Proven Capabilities

• Charismatic, confident, capable of engaging in several different types of conversation with the member on the phone or instant message channels, and even in person if required.
• Be able to deal with pressure and confident about themselves, good storytellers, interesting personal life, or interests.
• Negotiation skills (deal maker)
• Organised with a strong attention to details, resilient, and extremely resourceful with the ability to adapt to a wide range of working environments.
• Adaptable in times of uncertainty and significant change
• A ‘can do, will do’ mindset, willing to get whatever is needed done.
• A high sense of ownership in everything, it all counts.
• A starter-finisher mentality
• Exceptional verbal and written communication skills, combined with demonstrated problem-solving ability.

Commitment to Diversity

• We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance, and business needs.

Commitment to supporting the delivery of Ten’s environmental, social and governance goals, and promoting policy adherence

Requirements

Experience

• 3 + Years tenure in recent roles
• Executive Assistants / Personal Assistants experience preferred.
• Corporate concierge or hotel concierge experience preferred
• Event Planning /Management experience
• Account Managers / Commercial Role expertise
• Understanding and/or professional experience with High End Luxury Brands in retail (Tiffany, Louis Vuitton, Dior, etc) or High End Hotels (Mandarin Oriental Hotel Group, Armani Hotel Milano, Hilton, 4 Seasons, etc)

Benefits

Below are some of our benefits outside of Medical, Dental and Vision benefits.

• Aside from regular Medical, Dental, Vision, and others we have other benefits listed below:
• Travel offers from a variety of sources that allow great discounts on hotels, cruises, and rental cars. These are posted as they come in and vary by location.
• 22 days of PTO your first year and maxing out at 32 days per year in your 4th year (based on a 40hr work week).
• 3 extra float days after 2 years of work.
• Sabbatical every 5 yrs. of work.
• Tuition reimbursement
• Full catalog of learning modules that cover a wide range of categories. for personal and professional development
• Discount on Pet Insurance, legal advisory, and a multitude of other supplemental benefits
• IATA card after 90 days which gives access to travel discounts
• Monetary loyalty rewards at 3yrs, 5yrs, and 10 yrs of service
• Working Holidays: Ability to work from any of our 23 global offices for a short period of time.

Ten Lifestyle Group