Torchora
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Key Responsibilities and Required Skills for Tourist Specialist

💰 $45,000 - $65,000

Travel & TourismHospitalityCustomer ServiceSales

🎯 Role Definition

This role requires a dynamic and customer-obsessed Tourist Specialist to join our thriving team. As a destination expert, you will be the primary point of contact for travelers seeking authentic and memorable experiences. Your role is to inspire, guide, and assist visitors by sharing in-depth local knowledge, crafting customized itineraries, and facilitating bookings for tours, accommodations, and activities. The ideal candidate is an exceptional storyteller and problem-solver with a genuine passion for travel and a commitment to delivering world-class customer service. You will be instrumental in shaping our visitors' perceptions and ensuring they have a positive, seamless, and enriching journey.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Hospitality Professional (e.g., Hotel Concierge, Front Desk Agent)
  • Customer Service Representative
  • Retail Sales Associate

Advancement To:

  • Senior Destination Specialist / Team Lead
  • Tourism Marketing Manager
  • Travel Agency Manager

Lateral Moves:

  • Event Coordinator
  • Corporate Travel Planner
  • Museum or Attraction Guest Services Manager

Core Responsibilities

Primary Functions

  • Serve as a brand ambassador, providing a warm, welcoming, and professional first point of contact for all visitors, whether in-person, over the phone, or via email.
  • Engage with clients to understand their interests, preferences, budget, and travel style to provide tailored and insightful recommendations for attractions, dining, and events.
  • Design, plan, and sell comprehensive and customized travel itineraries, including booking accommodations, tours, transportation, and special activities.
  • Maintain an expert-level knowledge of the local area, including history, culture, geography, and current events, as well as a deep understanding of our portfolio of products and services.
  • Actively promote and upsell tours, travel packages, and partner services to meet and exceed individual and team-based sales targets.
  • Process bookings, payments, and reservations accurately and efficiently using our designated booking software and CRM systems.
  • Handle and resolve customer inquiries, complaints, and last-minute changes with a positive and solution-oriented mindset, ensuring customer satisfaction.
  • Proactively reach out to potential and past clients to foster relationships and encourage repeat business and referrals.
  • Provide visitors with practical and essential information, such as maps, public transport schedules, safety tips, and weather advisories.
  • Curate and present information in an engaging and persuasive manner, telling the story of the destination to spark excitement and interest.
  • Manage complex travel logistics for individuals, families, and large groups, ensuring all components of the trip are seamlessly coordinated.
  • Stay current with new local attractions, hotel openings, restaurant reviews, and travel industry trends to provide the most relevant advice.
  • Conduct pre-travel briefings and provide clients with all necessary documentation, including tickets, vouchers, and detailed itineraries.
  • Follow up with clients post-travel to gather feedback, testimonials, and insights to improve future service offerings.
  • Represent the company at trade shows, travel fairs, and industry networking events to promote the destination and build professional connections.

Secondary Functions

  • Assist with the collection and reporting of visitor statistics, sales data, and customer feedback to support marketing and operational improvements.
  • Provide frontline insights to help shape the development of new tour packages, promotional materials, and digital content.
  • Liaise with local partners, including hotels, tour operators, and restaurants, to maintain up-to-date information and foster strong working relationships.
  • Engage in team meetings and continuous training sessions to consistently update destination knowledge and refine sales and service techniques.
  • Contribute to the visual merchandising and overall appearance of the visitor center or office, ensuring a clean, organized, and inviting environment.

Required Skills & Competencies

Hard Skills (Technical)

  • GDS Proficiency: Experience with Global Distribution Systems like Amadeus, Sabre, or Galileo is highly desirable.
  • Booking Software: Competency in using travel booking platforms, reservation systems, and channel managers.
  • CRM Software: Familiarity with Customer Relationship Management (CRM) tools like Salesforce or HubSpot for managing client interactions and sales pipelines.
  • Geographical Expertise: Extensive knowledge of local and regional geography, attractions, and transportation networks.
  • Multilingualism: Fluency in English is required; proficiency in one or more additional languages (e.g., Spanish, French, Mandarin, German) is a significant asset.
  • MS Office Suite: Proficiency in Microsoft Word, Excel, and Outlook for communication, reporting, and creating documents.

Soft Skills

  • Exceptional Communication: Articulate, persuasive, and empathetic verbal and written communication skills for engaging with a diverse clientele.
  • Customer-Centric Mindset: A genuine desire to help people and a relentless focus on delivering an outstanding customer experience.
  • Sales and Persuasion: The ability to present products and services appealingly and guide clients toward purchasing decisions without being overly aggressive.
  • Problem-Solving: Resourcefulness and composure to handle unexpected issues, travel disruptions, and customer concerns effectively.
  • Organizational Skills: Meticulous attention to detail and the ability to manage multiple bookings, itineraries, and client requests simultaneously.
  • Adaptability: Flexibility to work in a fast-paced environment, including weekends and holidays, and adapt to changing traveler needs.
  • Cultural Sensitivity: Awareness and respect for cultural differences, with the ability to interact gracefully with travelers from all over the world.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Tourism & Hospitality Management
  • Geography
  • Marketing or Communications
  • Business Administration

Experience Requirements

Typical Experience Range:

  • 2-5 years of experience in a customer-facing role within the travel, tourism, or hospitality industry.

Preferred:

  • Demonstrated experience as a travel agent, tour guide, destination specialist, or in a high-volume visitor information center. A proven track record of meeting sales goals is highly advantageous.
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