Travel and Tourism Sales Executive

Role Purpose & Context

Role Summary

The Travel and Tourism Sales Executive is all about owning the client journey, from that first spark of an idea to the final booking confirmation. You'll be the main point of contact, building real relationships and figuring out exactly what makes each client tick. This role sits right at the heart of our sales engine, directly bringing in revenue by turning enquiries into incredible travel experiences. When you do this well, clients come back year after year, tell all their mates about us, and we hit our sales targets. If it's not done right, well, clients go elsewhere, and our numbers suffer. The tricky part is balancing client desires with what's actually possible and profitable, especially when things go a bit sideways. But honestly, there's nothing quite like helping someone plan their dream holiday or a crucial business trip, seeing it through, and hearing their excited feedback afterwards. It's a proper buzz.

Reporting Structure

• Reports to: Sales Manager, Travel & Tourism
• Direct reports: 0
• Matrix relationships: Travel Sales Consultant, Travel Specialist, Account Executive (Travel),

Key Stakeholders

Internal:

• Sales Manager (your direct boss)
• Marketing Team (for lead generation and campaign info)
• Operations Team (for booking support and problem-solving)
• Finance Team (for commission queries and client payments)

External:

• Individual Leisure Clients
• SME Corporate Clients
• Airline Representatives
• Hotel Sales Managers
• Tour Operators and Destination Management Companies (DMCs)

Organisational Impact

Scope: You're directly responsible for generating revenue and building our client base. Your ability to close deals and keep clients happy has a direct impact on our profitability and reputation. Get it right, and you'll be a key driver of our growth; get it wrong, and it's a direct hit to our bottom line and brand.

Performance Metrics

Quantitative Metrics

1. Metric: Gross Booking Value (GBV)
2. Desc: The total value of all travel bookings you make.
3. Target: Achieve £500,000 - £750,000 in annual GBV
4. Freq: Monthly and Quarterly
5. Example: If you book a £10,000 luxury safari, a £2,000 city break, and a £500 flight, that's £12,500 towards your GBV target for the month.
6. Metric: Booking Conversion Rate
7. Desc: The percentage of enquiries or quotes that turn into confirmed bookings.
8. Target: Maintain a 25-30% lead-to-book conversion rate
9. Freq: Monthly
10. Example: If you send out 10 quotes in a month and 3 of them get booked, your conversion rate is 30%. We want to see you turning those conversations into actual trips.
11. Metric: Average Margin per Booking
12. Desc: The average profit we make on each trip you sell, after supplier costs.
13. Target: Maintain an average margin of 12-15% across all bookings
14. Freq: Quarterly
15. Example: You sell a package for £3,000, and it costs us £2,550 from suppliers. That's a £450 profit, or 15% margin. We're looking for you to protect that profit.
16. Metric: Quote Turnaround Time
17. Desc: How quickly you send out initial quotes after receiving an enquiry.
18. Target: Deliver initial quotes within 24 hours for standard requests, 48 hours for complex ones
19. Freq: Weekly
20. Example: A client calls on Monday morning asking for a weekend break in Edinburgh. You should have a quote in their inbox by Tuesday morning at the latest. Speed matters here.

Qualitative Metrics

1. Metric: Client Satisfaction & Retention
2. Desc: How happy your clients are, leading to repeat business and referrals.
3. Evidence: You'll see this in repeat bookings from the same clients, direct referrals to their friends or colleagues, and positive feedback (or lack of complaints!) after their trips. We'll also look at your personal client retention rate year-on-year.
4. Metric: Supplier Relationship Quality
5. Desc: The strength of your working relationships with airlines, hotels, and DMCs.
6. Evidence: This shows up when suppliers go the extra mile for your clients (e.g., finding a last-minute room, offering a better rate), or when you can quickly resolve an issue because you have a good contact. Your manager might also get feedback directly from key suppliers.
7. Metric: Itinerary Quality & Personalisation
8. Desc: How well your designed itineraries truly match the client's unspoken needs and desires.
9. Evidence: Are clients consistently delighted with the suggestions you make? Do they rarely ask for major changes after seeing your initial proposal? This means you've really listened and understood them. Look for clients saying things like, 'It's exactly what I wanted, but I didn't know how to ask for it!'
10. Metric: Proactive Problem Solving
11. Desc: Your ability to spot potential issues before they become big problems and find solutions.
12. Evidence: This means you're not just reacting to client complaints, but anticipating things like flight changes, visa issues, or local disruptions. You'll be the one calling the client to say, 'Heads up, there's a potential train strike, I've already looked into alternatives for you.' That's gold.

Primary Traits

• Trait: Resilience
• Manifestation: You're the person who calmly re-books a family's entire 3-week trip when a volcano erupts and closes an airport, or when a flight gets cancelled last minute. You can shake off a 'no' from a major corporate account and immediately focus on the next prospect without missing a beat. You'll also persist with a supplier who's slow to respond, because you know your client is waiting.
• Benefit: Honestly, travel is rife with unforeseen problems. Without a thick skin and a problem-solving mindset, the constant changes, rejections, and unexpected issues would lead to burnout pretty quickly. Success here depends on viewing a cancelled flight not as a disaster, but as a puzzle to be solved for your client.
• Trait: Empathy
• Manifestation: You're genuinely interested in listening more than talking on a discovery call. You'll ask questions like, 'What's the most important memory you want to create on this trip?' instead of just 'Where do you want to go?'. You can pick up on the unstated anxiety of a first-time international business traveller and address it before they even voice it.
• Benefit: Let's be real, you're selling a dream or a critical business function, not just a seat on a plane. Empathy allows you to truly connect with the client's underlying motivation, which builds the trust needed to sell those high-value, complex travel packages. People buy from people they feel understand them.
• Trait: Articulate Storytelling
• Manifestation: You can describe the experience of a sunrise over the Serengeti in a way that makes the client feel like they're already there, picturing it vividly. You're great at clearly explaining the pros and cons of three different business class seats, making the choice easy. Your proposal copy is always compelling, engaging, and, crucially, error-free.
• Benefit: Clients can see pictures of hotels online anywhere. Your real value is in weaving all the flights, hotels, and activities into a compelling narrative, justifying the cost, and creating genuine excitement and confidence. You're selling an experience, and that needs to be communicated beautifully.

Supporting Traits

• Trait: Meticulous Detail-Orientation
• Desc: A single wrong letter in a name, or a one-day error in a date, can completely derail an entire trip and cost us a fortune in corrections. You need to be the person who catches those tiny mistakes.
• Trait: Inherent Curiosity
• Desc: A genuine passion for geography, different cultures, and the intricate logistics of travel. You're always keen to learn about new destinations or the latest airline rules.
• Trait: Commercial Acumen
• Desc: An intuitive sense of when to push for an upsell, when to offer a small discount to close a deal, and how to protect your commission and our margin. You understand the numbers.
• Trait: Grace Under Pressure
• Desc: The ability to manage a frantic client call from a different time zone at 3 AM with a calm, reassuring, and solution-focused demeanour. You're the steady hand in a crisis.

Primary Motivators

1. Motivator: Building Lasting Client Relationships
2. Daily: You genuinely enjoy getting to know your clients, understanding their travel preferences, and becoming their trusted advisor for all things travel. You'll spend time on discovery calls, not just rattling off options.
3. Motivator: The Thrill of the Close
4. Daily: There's a real satisfaction in taking an enquiry, crafting the perfect itinerary, handling objections, and finally getting that 'Yes, let's book it!' confirmation. You're driven by seeing your hard work pay off in a sale.
5. Motivator: Seeing Your Clients' Dreams Come True
6. Daily: You get a kick out of knowing you've helped someone create incredible memories, whether it's a honeymoon, a family holiday, or a crucial business trip. The positive feedback and thank you notes are a big motivator.

Potential Demotivators

Honestly, this job isn't always sunshine and five-star resorts. There are some real frustrations that can get to you if you're not prepared for them.

Common Frustrations

1. The 'Quote Shopper': Spending hours crafting a perfect, detailed 15-page itinerary only for the client to use it as a blueprint to book everything themselves online to save a few quid. It happens, and it's annoying.
2. Supplier Volatility: An airline changing a flight time by four hours, creating a misconnect that unravels an entire multi-country itinerary you have to fix, often without extra pay. It's like playing whack-a-mole.
3. Commission Limbo: Chasing down commission payments from hotels and tour operators for months (sometimes over a year) after the client has actually travelled. It's a pain, but part of the game.
4. The 24/7 Problem: Being the first point of contact for a client having a travel emergency at 3 AM in a timezone 12 hours ahead of you. Boundaries are important, but sometimes you're just needed.
5. Unrealistic Expectations: Patiently explaining to a client why they can't get a 5-star, all-inclusive, over-water bungalow in Bora Bora for the same price as a package holiday to Spain. It's a constant education.
6. The Margin Squeeze: Being constantly squeezed between clients demanding lower prices and suppliers offering lower commissions. It's a tightrope walk to protect your profit.
7. Internal Politics: Occasionally fighting with the finance department over commission payouts or battling with marketing for higher quality leads. It's not always smooth sailing internally.

What Role Doesn't Offer

1. A predictable 9-to-5 schedule every single day. Travel doesn't always stick to office hours, especially with clients in different time zones or emergencies.
2. Guaranteed commission on every single quote you send out. You'll put in a lot of work that doesn't always convert, and you need to be okay with that.
3. A job where you only deal with happy, easygoing clients. You'll encounter demanding clients, last-minute changes, and stressful situations.
4. A role where you don't have to worry about the details. One wrong letter or number can cause huge problems, so meticulousness is non-negotiable.

ADHD Positives

1. The fast-paced nature and constant problem-solving can be really engaging, offering varied tasks that prevent boredom.
2. The need to quickly adapt to changing travel situations can suit a flexible, 'think on your feet' mindset.
3. Hyperfocus can be a huge asset when diving deep into complex itinerary research or resolving a tricky client issue.

ADHD Challenges and Accommodations

1. Keeping track of multiple client pipelines and follow-ups can be a challenge. We use CRM systems and offer digital reminders to help you stay on top of things.
2. Attention to detail for booking accuracy is critical. We have checklists, double-check processes, and encourage using tools to minimise errors.
3. Managing urgent client requests alongside planned work can be disruptive. We'll help you prioritise and use communication tools to manage expectations.

Dyslexia Positives

1. Strong verbal communication and storytelling skills are highly valued, as much of the role involves talking to clients and painting vivid pictures of destinations.
2. Excellent spatial reasoning can help in visualising complex itineraries and understanding geographical connections.
3. Often brings a creative approach to problem-solving, which is great for crafting unique travel solutions or handling unexpected disruptions.

Dyslexia Challenges and Accommodations

1. Reading and writing detailed booking confirmations or lengthy visa requirements can be tiring. We use proofreading tools, templates, and encourage verbal confirmations where appropriate.
2. Accurate data entry into GDS and CRM is vital. We provide training, use visual aids, and have colleagues who can help with double-checking.
3. Organising complex information might be tricky. We use structured itinerary builders and digital tools to keep everything clear and accessible.

Autism Positives

1. A deep, specialist knowledge of destinations, travel logistics, or specific product types (e.g., cruises, safaris) is incredibly valuable.
2. The ability to focus intently on detail, especially for complex booking rules or fare structures, can be a real strength.
3. A preference for clear, logical processes can be helpful in navigating the structured world of GDS and booking systems.

Autism Challenges and Accommodations

1. Social nuances in client interactions can sometimes be tricky. We offer training on communication styles and support in understanding client needs.
2. Unexpected changes in travel plans or client demands can be disruptive. We aim to provide as much structure as possible and support in managing these changes.
3. Sensory environment: Our office is usually a moderate buzz, but we can offer quieter workspaces or noise-cancelling headphones if needed. We also have flexible working options.

Key Responsibilities

Experience Levels Responsibilities

1. Level: Travel and Tourism Sales Executive (Mid-Level)
2. Responsibilities: Independently manage your own portfolio of leisure and/or SME corporate clients, from initial enquiry right through to post-trip follow-up. That means you're the main point of contact for everything.
3. Take ownership of designing and costing bespoke itineraries, pulling together flights, hotels, transfers, and activities into a compelling package. You'll need to make sure it's profitable too.
4. Conduct thorough discovery calls with clients to uncover their true travel motivations and unstated needs. It's about asking the right questions, not just taking orders.
5. Prepare detailed, accurate, and visually appealing travel proposals and quotes using our itinerary building tools. Presentation matters here.
6. Skillfully handle client objections regarding price, value, or itinerary components, and negotiate effectively to close sales while protecting our margin. You'll need to be persuasive.
7. Accurately book all travel components through Global Distribution Systems (GDS) and direct supplier portals. One wrong letter can cause a nightmare, so precision is key.
8. Maintain impeccable records of all client interactions, quotes, and bookings in our CRM (Salesforce/HubSpot). This helps us track everything and ensures smooth operations.
9. Proactively follow up with clients on outstanding quotes and post-trip feedback. You're building relationships for repeat business, after all.
10. Identify and propose solutions to any travel disruptions or client issues that arise before, during, or after a trip. You're the problem-solver.
11. Keep your destination and product knowledge up-to-date through research, supplier training, and FAM trips. You need to be an expert.
12. Supervision: You'll typically have weekly check-ins with your Sales Manager to discuss pipeline, targets, and any tricky client situations. For routine tasks, you'll work independently, but for anything novel or complex, you're expected to flag it and get guidance.
13. Decision: You've got the green light for routine decisions within established guidelines, like minor itinerary adjustments or selecting preferred suppliers from our approved list. For anything outside the norm – say, a major discount request, an unusual client demand, or a booking that breaches policy – you'll need to escalate it to your Sales Manager for approval. You're trusted to use your judgement, but know when to ask for help.
14. Success: You'll know you're doing well when you're consistently hitting your monthly GBV and conversion targets, clients are giving great feedback and rebooking with you, and you're confidently managing your own sales pipeline. Catching your own errors before they become problems is a big win too.

Decision-Making Authority

• Type: Client Discount Approval
• Entry: No authority; must escalate all discount requests to supervisor.
• Mid: Can approve discounts up to 2% of total booking value without approval. Discounts between 2-5% require Sales Manager sign-off. Anything above 5% needs Director approval.
• Senior: Can approve discounts up to 5% of total booking value. Discounts between 5-10% require Sales Manager approval. Strategic discounts above 10% require Director approval and clear justification.
• Type: Supplier Selection for Itinerary
• Entry: Selects from pre-approved supplier list based on supervisor's guidance.
• Mid: Independently selects preferred suppliers from approved list based on client needs and profitability. Can propose new suppliers but requires Sales Manager approval to use.
• Senior: Independently selects and recommends suppliers, including negotiating ad-hoc rates. Can onboard new suppliers after vetting and Sales Manager approval.
• Type: Itinerary Changes Post-Booking
• Entry: All changes must be reviewed and approved by supervisor before actioning.
• Mid: Can action minor changes (e.g., flight time adjustments, hotel room type upgrades) independently if within policy and no cost impact. Major changes or those with cost implications require Sales Manager approval.
• Senior: Full authority for most itinerary changes, including re-routing and re-ticketing, managing cost implications, and client communication. Only M&A-level changes or significant financial write-offs require Director approval.
• Type: Handling Client Complaints/Issues
• Entry: Escalate all client complaints immediately to supervisor for resolution.
• Mid: Can resolve routine client issues (e.g., minor hotel issues, transfer delays) using established protocols. Escalates complex or high-impact complaints to Sales Manager.
• Senior: Resolves most client complaints and issues independently, including offering compensation (within a defined budget, e.g., up to £250) or alternative arrangements. Engages legal/senior leadership for high-risk situations.

Competency Requirements

Foundation Skills (Transferable)

These are the bedrock skills that let you do your job well, no matter what specific task you're tackling. Think of them as your core toolkit for being a great sales executive.

• Category: Communication & Interpersonal Skills
• Skills: Active Listening: Really hearing what clients say (and don't say) to understand their needs.
• Verbal Persuasion: Clearly and confidently explaining options, benefits, and value to clients.
• Written Clarity: Crafting professional, error-free emails and proposals that sell.
• Relationship Building: Connecting with clients and suppliers to foster trust and loyalty.
• Category: Problem-Solving & Adaptability
• Skills: Analytical Thinking: Breaking down complex client requests or travel issues into manageable parts.
• Creative Solutions: Coming up with innovative travel options or quick fixes for unexpected problems.
• Adaptability to Change: Rolling with punches when flights are delayed or client plans shift last minute.
• Prioritisation: Juggling multiple client requests and deadlines effectively.
• Category: Organisational & Commercial Acumen
• Skills: Time Management: Keeping your pipeline organised and managing your day efficiently.
• Attention to Detail: Spotting those tiny errors in bookings that can cause huge headaches.
• Negotiation Skills: Getting the best deals for clients while protecting our profit margins.
• Sales Process Management: Understanding and moving clients through the sales funnel effectively.

Functional Skills (Role-Specific Technical)

These are the specific skills and tools you'll use day-in, day-out to actually do the job. They're what make you a specialist in travel sales.

Technical Competencies

• Skill: Consultative Selling & Discovery
• Desc: Moving beyond just taking an order to really uncovering the client's underlying needs, motivations, and unstated desires. It's about asking smart questions to craft a truly tailored experience, not just selling what's easy.
• Level: Intermediate
• Skill: Destination & Product Expertise
• Desc: Having a deep, continuously updated knowledge of specific geographies, hotels, cruise lines, tour operators, visa regulations, and local customs. This is your core intellectual property – clients rely on your insights.
• Level: Intermediate
• Skill: Itinerary Design & Costing
• Desc: The art and science of logically sequencing flights, transfers, accommodation, and activities into a seamless journey. You'll need to accurately calculate net costs, apply markups, and present the final client pricing clearly and compellingly.
• Level: Intermediate
• Skill: Supplier Relationship Management
• Desc: Building and maintaining strong relationships with airline reps, hotel sales managers, and Destination Management Companies (DMCs). This helps you negotiate preferential rates, secure room blocks, and resolve issues quickly for your clients.
• Level: Intermediate
• Skill: Objection Handling & Negotiation
• Desc: Skillfully addressing client concerns about price, value, and specific components of an itinerary. You'll need to negotiate effectively with both clients and suppliers to protect our margin and, crucially, close the sale.
• Level: Intermediate
• Skill: Pipeline & Quote Management
• Desc: Systematically managing a high volume of enquiries, quotes, and follow-ups. You'll need to understand the probability of conversion at each stage to accurately forecast your bookings and hit your targets.
• Level: Intermediate

Digital Tools

• Tool: Salesforce / HubSpot (CRM)
• Level: Basic
• Usage: Accurately logging all client interactions, updating lead statuses, generating standard quotes from templates, and keeping your pipeline up-to-date. You'll live in this system.
• Tool: Sabre / Amadeus / Travelport (GDS)
• Level: Basic
• Usage: Performing simple fare lookups, checking availability for flights and hotels, and creating basic Passenger Name Records (PNRs) under guidance. You'll use this for core booking tasks.
• Tool: Travefy / Wetu (Itinerary Builder)
• Level: Intermediate
• Usage: Using pre-built templates to create professional, visually appealing client proposals and itineraries. You'll be customising these quite a bit to match client needs.
• Tool: MS Office 365 (Excel, PowerPoint, Teams)
• Level: Intermediate
• Usage: Creating basic commission tracking sheets in Excel, using PowerPoint templates for client presentations, and communicating effectively in Teams channels for internal collaboration.
• Tool: LinkedIn Sales Navigator / ZoomInfo (Lead Gen)
• Level: Basic
• Usage: Identifying and qualifying leads based on our Ideal Customer Profile (ICP) and conducting initial outreach. This is where you find new business.

Industry Knowledge

• Area: Package Travel Regulations (PTRs)
• Desc: A basic understanding of your responsibilities under UK Package Travel Regulations, especially regarding client protection and financial security. It's important for compliance.
• Area: ATOL & ABTA Regulations
• Desc: Familiarity with ATOL (Air Travel Organisers' Licensing) and ABTA (Association of British Travel Agents) requirements, especially how they protect clients and what it means for your bookings. This is non-negotiable for client trust.
• Area: Global Geography & Time Zones
• Desc: A solid grasp of world geography, major travel hubs, and how time zones impact travel planning and client communication. Sounds obvious, but it's crucial for practical planning.

Regulatory Compliance Regulations

• Reg: Package Travel and Linked Travel Arrangements Regulations 2018
• Usage: You'll need to know the basics of what constitutes a 'package' and your obligations regarding client information, financial protection, and liability for services. This protects both us and the client.
• Reg: ATOL (Air Travel Organisers' Licensing)
• Usage: You should understand that ATOL protects clients when booking air holidays with UK travel firms. You'll need to ensure all relevant bookings are correctly ATOL-protected and that clients receive the correct certification.
• Reg: GDPR (General Data Protection Regulation)
• Usage: You'll be handling client personal data, so you need to know how to collect, store, and use it responsibly and lawfully, ensuring privacy and security. This is critical for trust.

Essential Prerequisites

• At least 2 years of experience in a customer-facing sales role, ideally within the travel industry or a similar service-oriented sector.
• Proven track record of hitting individual sales targets and managing a client pipeline.
• Experience using a CRM system (like Salesforce or HubSpot) to track client interactions and sales progress.
• A genuine passion for travel and a desire to help others explore the world.
• Strong numerical literacy for costing itineraries and understanding margins.
• Excellent written and verbal communication skills in English, with a professional phone manner.

Career Pathway Context

If you've been a Travel Sales Coordinator, a retail travel agent, or even in a strong customer service role with sales elements, you've probably got a good foundation. We're looking for someone who's ready to step up and truly own their sales process from start to finish.

Qualifications & Credentials

Emerging Foundation Skills

• Skill: Hyper-Personalisation at Scale
• Why: Clients expect truly bespoke experiences, but you can't manually tailor every single detail for hundreds of clients. The market is shifting towards using data and AI to deliver personalised recommendations efficiently.
• Concepts: [{'concept_name': 'Client Segmentation', 'description': 'Understanding different client groups based on their preferences, budget, and travel history.'}, {'concept_name': 'Predictive Analytics for Preferences', 'description': 'Using past data to anticipate what a client might want next, even before they ask.'}, {'concept_name': 'Automated Personalised Content', 'description': 'Using AI tools to generate tailored email content or itinerary suggestions based on client profiles.'}, {'concept_name': 'Ethical Data Use', 'description': "Ensuring you're using client data responsibly and transparently, building trust rather than breaking it."}]
• Prepare: This month: Start paying closer attention to patterns in your clients' booking habits and preferences.
• Next quarter: Experiment with our new AI tools for personalised email drafting and itinerary suggestions.
• Month 4: Participate in any internal training on our CRM's advanced segmentation features.
• Month 6: Take an online course on 'Introduction to Data-Driven Marketing' or 'Ethical AI in Sales'.
• QuickWin: Start categorising your existing clients more deeply in the CRM (e.g., 'Adventure Seeker', 'Luxury Family', 'Budget Explorer') and tailor your manual outreach based on these tags.
• Skill: Advanced Digital Storytelling (Visual & Interactive)
• Why: Static PDFs and long emails are becoming less engaging. Clients want immersive, interactive experiences that bring their trip to life before they even book. Think video, interactive maps, and virtual tours.
• Concepts: [{'concept_name': 'Video Prospecting', 'description': 'Using short, personalised videos in your outreach to stand out and build rapport.'}, {'concept_name': 'Interactive Itinerary Platforms', 'description': 'Using tools that allow clients to click through photos, watch videos, and explore maps within their proposal.'}, {'concept_name': 'Virtual Reality (VR) / Augmented Reality (AR) Basics', 'description': 'Understanding how these technologies might be used to showcase destinations or hotels in the near future.'}, {'concept_name': 'Visual Communication Principles', 'description': 'Learning how to effectively use images, colours, and layout to convey emotion and information.'}]
• Prepare: This month: Explore our itinerary builder's advanced features for embedding videos and interactive elements.
• Next quarter: Experiment with sending a short, personalised video introduction to a new lead instead of a plain email.
• Month 4: Attend a webinar on 'Engaging Clients with Visual Content' or 'Video for Sales Professionals'.
• Month 6: Start curating a library of high-quality destination videos and 360-degree hotel tours for quick access.
• QuickWin: Record a quick 30-second video of yourself introducing a proposed itinerary to a client and send it alongside the written proposal. It's a small touch that makes a big difference.

Advancing Technical Skills

• Skill: Advanced CRM Utilisation (Salesforce/HubSpot)
• Why: Our CRM isn't just a database; it's a powerful sales tool. You'll need to move beyond basic data entry to using its more advanced features for pipeline forecasting, task automation, and client insights. This will make you much more efficient.
• Concepts: [{'concept_name': 'Custom Report & Dashboard Creation', 'description': 'Building your own reports to track personal performance and client trends.'}, {'concept_name': 'Sales Automation Workflows', 'description': 'Setting up automated email sequences or task reminders within the CRM.'}, {'concept_name': 'Lead Scoring & Prioritisation', 'description': 'Using CRM features to identify the most promising leads to focus your efforts.'}, {'concept_name': 'Integration with Other Tools', 'description': 'Understanding how our CRM connects with email, calendar, and marketing tools.'}]
• Prepare: This month: Explore the 'Reports' and 'Dashboards' sections in our CRM; try to build one simple report.
• Next quarter: Ask your Sales Manager to show you how they use CRM for forecasting and pipeline management.
• Month 4: Take an online tutorial on 'Salesforce/HubSpot Advanced User Features' or 'CRM Automation for Sales'.
• Month 6: Identify one repetitive task you do and try to automate it using a CRM workflow.
• QuickWin: Set up a custom dashboard in your CRM that shows your top 5 open opportunities, your conversion rate for the month, and any overdue follow-up tasks. This keeps you organised at a glance.
• Skill: GDS Mastery (Sabre/Amadeus/Travelport)
• Why: While AI will help with basic itinerary scaffolding, complex, multi-leg, or unusual bookings will still rely on your deep GDS knowledge. Being a GDS wizard means you can handle anything a client throws at you, quickly and accurately.
• Concepts: [{'concept_name': 'Complex Fare Construction & Rules', 'description': 'Understanding intricate fare rules, stopovers, and open jaws to find the best value.'}, {'concept_name': 'Ticketing & Exchange Procedures', 'description': 'Mastering the process of issuing, reissuing, and exchanging tickets, especially for changes and refunds.'}, {'concept_name': 'Queue Management & Automation', 'description': 'Efficiently handling booking queues and using GDS automation features to streamline tasks.'}, {'concept_name': 'Error Correction & Debit Memo Avoidance', 'description': 'Knowing how to correct mistakes and avoid costly penalties from airlines.'}]
• Prepare: This month: Spend 15 minutes each day exploring less-used GDS commands or features.
• Next quarter: Ask a senior colleague to mentor you on complex ticketing scenarios or tricky exchanges.
• Month 4: Take an advanced GDS certification course or attend a supplier-led GDS workshop.
• Month 6: Volunteer to handle the most complex booking requests from the team to build your expertise.
• QuickWin: Practise building a multi-city, multi-airline itinerary in your GDS's training environment. Get comfortable with the commands before you do it live.

Education Requirements

• Level: Minimum
• Req: GCSEs (A*-C / 9-4 grades) in English and Maths, or equivalent vocational qualifications.
• Alts: We're pragmatic here. If you've got a few years of solid sales experience, especially in travel, and can show us you've got the smarts, that's often just as good as a formal qualification. We value real-world application.
• Level: Preferred
• Req: A-Levels or a relevant Level 3/4 vocational qualification in Travel & Tourism, Business, or Sales.
• Alts: A degree in Hospitality, Tourism Management, or Business Studies would be a bonus, but it's certainly not a deal-breaker if you've got the right experience and a hunger to learn.

Experience Requirements

You'll need roughly 2-5 years of experience in a direct sales role, ideally within the travel and tourism sector. We're looking for someone who's already managed their own client accounts, hit individual sales targets, and is comfortable with the full sales cycle from initial enquiry to closing the deal. Experience with a CRM system and some exposure to booking platforms (like a GDS) is pretty essential too. Basically, you've done this before, and you're ready to step up and own it.

Preferred Certifications

• Cert: ABTA/IATA Travel Professional Certificate
• Prod: ABTA / IATA accredited training providers
• Usage: Shows a solid foundational understanding of travel industry standards, regulations, and operational procedures, which is a big plus for hitting the ground running.
• Cert: Salesforce / HubSpot Sales Certification
• Prod: Salesforce / HubSpot
• Usage: Demonstrates you're not just a basic user but can actually get the most out of our CRM, which is crucial for managing your pipeline and reporting.
• Cert: GDS (Sabre/Amadeus/Travelport) Proficiency Certificate
• Prod: GDS providers or accredited training centres
• Usage: Proves you've got a strong grasp of how to use these complex booking systems, which will significantly speed up your onboarding and productivity.

Recommended Activities

• Regularly attend supplier webinars and destination training sessions to keep your product knowledge sharp and discover new offerings.
• Participate in FAM (Familiarisation) trips whenever possible to experience destinations and properties firsthand – it's the best way to sell them!
• Join relevant industry associations (e.g., ITT, ABTA Young Professionals) to network and stay current with market trends.
• Seek out mentorship from more senior sales executives within the company to learn their tips and tricks for closing deals and handling tough clients.
• Engage with online travel forums and communities to keep a pulse on traveller sentiment and emerging trends.

Career Progression Pathways

Entry Paths to This Role

• Path: Travel Sales Coordinator / Administrator
• Time: 1-2 years
• Path: Retail Travel Agent
• Time: 2-3 years
• Path: Customer Service Representative (Travel Sector)
• Time: 2-4 years

Career Progression From This Role

• Pathway: Senior Travel Sales Executive (L3)
• Time: 3-5 years in current role

Long Term Vision Potential Roles

• Title: Key Account Director (L4)
• Time: 5-8 years from current role
• Title: Sales Manager, Travel & Tourism (L5)
• Time: 7-10 years from current role
• Title: Product Development Manager (Travel)
• Time: 8-12 years from current role

How Zavmo Delivers This Role's Development

DISCOVER Phase: Skills Gap Analysis

Zavmo maps your current competencies against all requirements in this job description through conversational assessment. We evaluate your foundation skills (communication, strategic thinking), functional skills (CRM expertise, negotiation), and readiness for career progression.

Output: Personalised skills gap heat map showing strengths and priorities, estimated time to competency, neurodiversity accommodations.

DISCUSS Phase: Personalised Learning Pathway

Based on your DISCOVER results, Zavmo creates a personalised learning plan prioritised by impact: foundation skills first, then functional skills. We adapt to your learning style, pace, and neurodiversity needs (ADHD, dyslexia, autism).

Output: Week-by-week schedule, each module linked to specific job responsibilities, checkpoints and milestones.

DELIVER Phase: Conversational Learning

Learn through conversation, not boring modules. Zavmo uses 10 conversation types (Socratic dialogue, role-play, coaching, case studies) to build competence. Practice difficult QBR presentations, negotiate tough renewals, and handle churn conversations in a safe AI environment before facing real clients.

Example: "For 'Stakeholder Mapping', Zavmo will guide you through analysing a complex enterprise account, identifying key decision-makers, and building an engagement strategy."

DEMONSTRATE Phase: Competency Assessment

Zavmo automatically builds your evidence portfolio as you learn. Every conversation, practice scenario, and application example is captured and mapped to NOS performance criteria. When ready, your portfolio supports OFQUAL qualification claims and demonstrates competence to employers.

Output: Competency matrix, evidence portfolio (downloadable), qualification readiness, career progression score.