Seasonal Tour Representative / Concierge – St. James Travel & Tours
As a Hotel Tour Representative / Concierge, you will be the main point of contact for guests during their stay, delivering personalized service, expert recommendations, and seamless coordination of their holiday experiences. Your role involves a mix of sales, guest relations, and operational support, all delivered with a proactive and customer-focused approach.
Job Responsibilities:
This will include, but not be necessarily limited to, and in no particular order of priority:
- Proactive, customer-friendly approach to providing Meet & Greet Services, Representation Services for St. James Travel and Tours
Preparation of Welcome Packs
• Provision of holiday information to clients in scheduled briefings and call-back visits
• Sales of tours and excursions to guests in-resort
• Manage all written and verbal communication with guests and suppliers to book/cancel or change a tour/activity booking
• Completion of all necessary paperwork and weekly reports in a timely manner
• Liquidation of all vouchers and monies collected, once a week, with the accounts department. Note that even if no monies are collected, a liquidation report is required
• Proactive reporting on client issues and concerns
• Participate in weekly meeting is compulsory
• Respond to guests’ emails and enquires in a timely and professional manner
• Resolution of customer complaints and problems as far as possible escalating as needed - Assist guests in emergencies (e.g., illness, accident) by liaising with medical providers or informing management promptly.
- Be available for occasional after-hours guest inquiries or emergencies as scheduled or required
- Maintain up-to-date knowledge of all tours, excursions, activities, and restaurants across the island in order to confidently and accurately inform and advise guest
- Meet or exceed weekly sales targets and Customer service targets set by management and/or by Tour Operators
- Maintenance and enhancement of St. James Travel & Tours service standards and reputation as a leading Caribbean DMC
- Maintain a good relationship with all our partners,- hotel, excursion and restaurant suppliers under the guidance of the Senior Operations Supervisor and / or Kavita Sandiford, General Manager, Nicki King, Director of Operations - Ground Handling & Cruise Industry
Qualifications & Experience:
- Previous experience in a guest-facing role (preferably in tourism, hospitality, or concierge services)
- Must own a reliable vehicle and hold a valid driver’s license
- Strong communication skills (verbal and written)
- Basic tech proficiency (email, WhatsApp, tablets, digital booking tools)
- Sales experience or comfort with promoting in-resort products and services
- Ability to work flexible hours, including weekends, holidays, and early mornings or late nights
- Must have knowledge of all tours, excursions, activities, and restaurants across the island
- Professional appearance and demeanor
- Fluency in English is required; knowledge of an additional language — preferably French — is a strong asset
Key Competencies:
- Customer Service: Friendly, approachable, and guest-focused
- Communication: Clear, courteous, and confident in all interactions
- Sales Ability: Comfortable recommending and upselling products and services
- Problem-Solving: Calm and resourceful under pressure
- Attention to Detail: Accurate handling of bookings, vouchers, and reports
- Teamwork: Collaborative and supportive of colleagues
- Time Management: Punctual, organized, and efficient
- Adaptability: Flexible with changing schedules and guest needs
- Professionalism: Composed, polished, and discreet in all settings
- Initiative: Takes ownership and seeks ways to enhance service
- Cultural Sensitivity: Respectful of guests from diverse backgrounds
