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Join a leading cultural travel brand known for exceptional experiences — in a role that sits at the heart of our client relationships and commercial success.
The Role
This role is focused on advising clients, building relationships and helping bring their travel plans to fruition.
You will combine strong commercial awareness with a consultative approach — taking the time to understand each client’s interests, advising on the most suitable travel options, and helping shape exceptional travel experiences. Alongside this, you will contribute to the company’s overall performance by converting enquiries into bookings and identifying opportunities to enhance each journey.
Every interaction — whether by phone, email or in person — is an opportunity to build trust, offer insight and deliver a consistently high standard of service. The role requires confidence and the ability to work towards individual and team targets in a thoughtful and client-focused way.
Key Responsibilities
Client Advisory & Commercial Contribution
- Guide clients from initial enquiry through to confirmed bookings.
- Take ownership of enquiries and follow up thoughtfully to support decision-making.
- Identify opportunities to enhance each booking, including additional tours, festival attendance or extensions where appropriate.
- Approach conversations with confidence, balancing client needs with commercial awareness.
- Work towards clearly defined performance metrics, including conversion, booking value and responsiveness.
Client Experience & Relationship Management
- Deliver a high-quality, personalised client experience aligned with the Martin Randall Travel brand.
- Build long-term relationships that encourage repeat travel and referrals.
- Handle client queries and concerns with sensitivity and sound judgement, balancing goodwill with commercial considerations.
- Respond to client enquiries promptly and professionally across phone and email.
- Maintain a high level of professionalism and engagement during peak periods, including evenings and weekends.
- Demonstrate consistency, resilience and attention to detail in a fast-paced environment.
Product & Destination Knowledge
- Develop a detailed understanding of MRT’s tours, festivals and expert lecturers.
- Stay informed about new launches and upcoming programmes.
- Build destination knowledge to strengthen credibility and enhance client conversations.
Team Contribution
- Contribute actively to team discussions, sharing insights and best practice.
- Support a collaborative, accountable and high-performing team culture.
- Take an active role in supporting and mentoring more junior team members where appropriate.
Candidate Profile
- A confident and articulate communicator, comfortable engaging with clients by phone and email.
- Naturally consultative, with the ability to understand client needs and make thoughtful recommendations.
- Commercially aware, with a proactive and results-oriented mindset.
- Resilient, adaptable and solution-focused.
- Highly organised, with strong attention to detail.
- Willing to work evenings and weekends as required.
Experience in arts, cultural tourism or other premium service environments is advantageous but not essential.
