Loyalty Team - Guest Loyalty Consultant

Posted Tuesday, January 13, 2026 at 1:00 AM

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.

Role Purpose

This role is an exciting role for a seasoned travel professional to actively manage and regularly engage with dedicated list of guests known to Scott Dunn, who have travelled but who have not yet booked their next holiday and also prospective guests gained through business partnerships and referrals. You will be proactively outbound calling guests to engage with them to create highly qualified leads for the Travel Consultants to convert into bookings, ensure that our most treasured guests are recognised for their loyalty and be a true champion of our guest centric ethos at Scott Dunn.

Responsibilities

• Engage on email, text, phone and face to face with historical Scott Dunn guests to reintroduce them to our services and inspire them to travel with us again
• Actively remind guests “Why Scott Dunn” is always the best choice for them
• Proactively generate qualified leads for the sales team by using your travel knowledge
• Generate new enquiries and monitor as they progress until they are successfully converted
• Flag guests who could potentially be part of our Scott Dunn Private VIP programme
• Engage with guests when they return from their trips to listen to feedback, instigate actions where appropriate and protect future loyalty
• Manage your guest list so that each and every guest has a dedicated point of contact and feels valued

Duties

The duties that derive from these responsibilities include but are not exclusive to:

• Taking responsibility for managing your guest list from initial reconnection to the point of booking with the Travel Consultants
• Proactively calling allocated guests from the Scott Dunn database
• Using our CRM to find appropriate reasons to call guests.
  
  E.g. new offers, new products, birthdays etc.
• Meeting guests and prospective guests face to face to aid conversion
• Arranging guest events to gain further engagement
• Ensuring that you are keeping up to date with Scott Dunn product knowledge and budget requirements
• Working closely with the Private Travel team to offer a Lite version of a VIP programme
• Proactively keeping up to date with personal research on destination information, e.g. weather patterns, flight durations, activities and suitability for guests
• Recording guest information accurately on the Scott Dunn database
• Attending all internal and external training courses
• Conducting educational and research trips abroad, complete all required website and product updates and present back to teams
• Attending trade shows and promotional events in the UK and abroad
• Training colleagues with knowledge gained from areas visited
• Such other duties as management may reasonably require from time to time

Requirements

• Passion for travel, and extensive global travel knowledge of destinations
• Previous Travel Industry experience in a guest-facing role
• Unwavering dedication to exceptional guest service delivery
• Strong relationship management and interpersonal skills
• Enthusiastic, engaging and polite telephone manner
• Proven organisational and prioritisation skills
• Excellent attention to detail
• Systems and database competency

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…