Scott Dunn Private - Assistant

Scott Dunn is an award-winning luxury tour operator creating tailor-made vacations to destinations all over the world. With offices in the UK, US and Singapore, we pride ourselves on providing outstanding service to all our guests from the moment they begin their research online, right the way through to post-vacation evaluations.

The Opportunity
We are looking to take the Scott Dunn Private service for our members to a new level of personalisation, creating highly curated and personalised experiences for our High Net Worth (HNW) members and new prospective members. Retention of the members is key through meticulous attention to detail, accuracy and offering creative extras tailored specifically to the member’s personal profile and to be in the detail, in the know and inspiring with our knowledge of experiences in all destinations. The new role of Assistant within the existing Scott Dunn Private team will partner with our Private Travel Managers (PTMs) who have their own ‘book’ of members. Initially this will be a PTM / Assistant ratio of 2:1 to ensure the bookings they deliver have the wow factor and are flawless for our members. As the service builds it is anticipated this will move to a 1:1 ratio. The assistant will ensure an exceptional standard of service is delivered through meticulous attention to detail, thereby delivering accuracy in our documentation, invoicing and booked services including experiences bespoke to the member. 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.
 
Responsibilities

• To be a ‘hand in glove’ support to the PTM by dovetailing operational requirements with the PTM sales responsibilities, ensuring efficiency and accuracy
• To diligently adhere to operational process and to champion best practice from the PTM
• Confirm all holiday arrangements, supplier bookings/invoices are correct and ensure member documentation is completed to the highest standard
• Act as a second pair of eyes, spotting 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
• Help co-ordinate details with Hotel Concierge and Travel Consultant for special milestones
• 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
• Maintain relationships with a network of suppliers and fixers to gain access to often closed doors
• Liaise with the PTM to source and send gifts to their members as necessary
• Develop 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
• Capture all personal preferences regarding concierge in Scott Dunn’s systems that will be effectively referred to and updated at all future touch points
• Ensure a timely collection of balances due
• To attend supplier meetings, and training to ensure total immersion in the destinations offered, including from time-to-time visiting countries as part of a familiarization trip
• Such other duties as management may be required from time to time

Requirements

• 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

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 at our premises in either NYC or San Diego. There will be an initial induction period where you may be asked to attend the office daily. 

Benefits
We offer very competitive salaries and a great benefits package including the following:

• Paid Time Off *
  • Up to 15 Vacation Days accrued per year - prorated upon hire and increased by tenure after 2 years of employment (up to 25 days)
  • 5 Sick Days accrued per year
  •  3 Personal Days
  • 1 Diversity Day
  • 1 Volunteer Day
  • 8 Recognized Holidays
• Health & Wellness Programs and Employee Financial Wellness Services
• Health benefits including, medical, dental, vision, gender affirming care, and fertility care
• Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
• Flexible Spending Accounts
• Employee Assistance Program
• 401k program with partial match
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions.
• Company loyalty scheme (Travel Fund)
• Familiarization trips
• Recognition awards throughout the year
• Social events

*PTO accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.