Travel Services Specialist - Trilingual (English, Cantonese & Mandarin Speaking)
Ten Group · Hong Kong
🌟 We are looking for a professional, motivated and committed Travel Services Specialist to join our Luxury Lifestyle Management team. 🌟
You will use your knowledge, contacts and expertise to handle interesting and often complex travel requests. As a Travel Services Specialist, you will be based in Hong Kong and fulfil leisure travel requests on behalf of our members, including scheduled, no-frills and chartered flight requests from our global membership network, with a high volume of First and Business Class bookings.
Your exceptional customer service skills, commercial judgement, skilled use of our job management system and GDS booking technology (preferably Amadeus), combined with your passion for travel, will help deliver outstanding member satisfaction and encourage repeat usage of Ten's concierge travel and other lifestyle services.
What You’ll Do
As part of our Hong Kong team, you’ll be at the heart of creating exceptional experiences for our members, turning travel requests into personalised solutions and finding the right answer even when the request is anything but straightforward.
- Advise our customers - Premium Cardholders - by phone, chat and email in English, Cantonese and Mandarin.
- Handle individual travel requests by telephone and email, designing and arranging trips including flights, hotels, villas, rental cars, rail travel, round trips, package holidays, cruises, private jets, yachts, transfers and VIP services, while considering each member's individual needs and preferences.
- Prepare tailor-made travel proposals, offers and travel documentation, including travel itineraries, visa requirements and other administrative arrangements.
- Make reservations and bookings with airlines, hotels and destination management agencies.
- Actively cross-sell lifestyle services, promotions and exclusive events where relevant to travel enquiries.
- Conduct detailed research and put together thoughtful, personalised travel proposals.
- Maintain accurate and up-to-date records for our members.
- Represent Ten by confidently communicating our value proposition and showcasing the benefits of our concierge services.
- Build strong, lasting relationships with members by providing a personal, professional and consistently high level of service.
Why Join Ten?
At Ten, you’re not simply booking travel – you’re helping create seamless, personalised and memorable journeys for our members. You’ll become part of a truly global community of travel and lifestyle experts, with the opportunity to build your expertise and make a real difference to every journey you arrange.
- No two days are the same - From securing a last-minute First Class flight to arranging a complex multi-destination itinerary, private jet, luxury villa or VIP transfer, you’ll work on a fascinating mix of travel requests every day.
- Be part of a global team - Work alongside talented travel and lifestyle specialists across Hong Kong, APAC and Ten’s international offices, sharing destination knowledge, ideas, supplier relationships and travel expertise across borders.
- Become a travel expert - Build an impressive depth of knowledge across airlines, destinations, hotels, villas, cruises, rail, private aviation, transfers and unique travel experiences, while constantly discovering somewhere new.
- Make a difference every day - Your knowledge, recommendations and attention to detail can transform a complicated travel request into a seamless journey, helping our members make the most of their time and travel experiences.
- Build a rewarding career - Develop into a highly capable Travel Services Specialist, with opportunities to take on additional operational responsibilities, contribute to travel-related projects and grow into future leadership opportunities.
- Tap into a world of knowledge - Learn from experienced Travel Services Specialists, Lifestyle Managers and travel experts across Ten’s global network, gaining access to insights, expertise and industry connections that extend far beyond Hong Kong.
- Bring your expertise and creativity - We value people who are curious, commercially minded, resourceful and naturally enjoy finding solutions. Your destination knowledge, travel expertise, supplier relationships and personal touch can make a real difference to the member experience.
Requirements
What We’re Looking For
We’re looking for someone who genuinely enjoys helping people, has a passion for travel and takes pride in delivering a personalised, thoughtful and exceptional service experience.
You’ll be naturally curious, resourceful and comfortable thinking on your feet. Whether you’re finding the right flight for a complex itinerary, arranging a last-minute travel request or creating a tailor-made luxury holiday, you’ll enjoy the challenge of finding the right solution and making every journey as seamless as possible.
The ideal candidate will have:
- Native-level Mandarin and Cantonese, together with fluent spoken and written English. Please be prepared to complete language assessments for the languages listed as skills.
- Demonstrable experience in a dedicated flight sales or travel consultant role, ideally within a travel agency, tour operator, luxury travel or concierge business.
- Hands-on experience with one or more Global Distribution Systems (GDS), ideally Amadeus, with the ability to manage complex multi-sector itineraries, round-the-world routing and international flight bookings across major global hubs.
- Strong knowledge of and enthusiasm for a wide range of leisure destinations, city breaks, international travel options and holiday experiences.
- Proven experience creating and booking tailor-made luxury holidays and complex travel arrangements for affluent or high-net-worth clients.
- Exceptional attention to detail, particularly when managing complex bookings, fare rules, travel documentation and time-sensitive requests.
- A strong commitment to customer satisfaction, with the willingness to go the extra mile to find solutions while demonstrating tact, diplomacy and excellent problem-solving skills.
- The ability to multitask effectively, manage multiple travel requests simultaneously and prioritise competing deadlines in a fast-paced environment.
- Adaptability and resilience, with the ability to remain calm, professional and solution-focused when plans change or unexpected travel challenges arise.
- Self-motivation, initiative and drive, taking ownership of requests and following them through from initial enquiry to completion.
- Excellent verbal, written and interpersonal communication skills, with the confidence to build strong relationships with members, airlines, hotels and other travel suppliers.
- The ability to work independently while contributing positively to a collaborative, multicultural team.
- A genuine passion for travel, continuous learning and staying up to date with destinations, travel trends, airline products and industry developments.
Shift Patterns
- This is a full-time position of 40 hours per week, working across a combination of day and evening shifts.
- Our service operates from 7:00 AM to 11:00 PM, with shifts scheduled within these hours according to operational requirements.
- The role operates 7 days a week, Monday to Sunday, including Public Holidays, as part of our continuous service to members.
- We’re looking for people who are comfortable working flexibly within this schedule and who understand that exceptional service sometimes means being there when our members need us most.
Guidelines for Hybrid/Home Office option:
- Please note that if you live within a commutable distance of the office you will be asked to enter into a hybrid working arrangement, with up to 60% Home Office possibility.
- A secure home office at your confirmed address, free from background noise or other distractions
- Internet service must meet minimum requirements and minimum speed check must be complete
Benefits
Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also through annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way to support development.
All our employees also enjoy a range of benefits:
- A competitive salary will be offered depending on experience plus performance related bonus
- Offer flexible work arrangements including Hybrid work possibilities
- Annual Leave of 20 days per annum and an additional 3 extra days of annual leave in third year.
- One (1) month paid Sabbatical after 5 years of Service, without tapping into annual leave
- Lucrative Ten Loyalty Rewards program
- Remote Working Holidays - Travel and Work for up to 4 weeks per year!
- Access to lots of great travel and entertainment discounts as our clients members would!
- Be part of a our global, dynamic and inclusive Team, with diversity at its core.
- Possibility of growth within a dynamic and international company
Who Are We
Ten is a leading lifestyle and concierge company helping our clients discover, organise, enjoy and get the most from life. We partner with global financial institutions and other premium brands to attract and retain wealth and mass affluent clients. Established in the UK in 1998 and with over 25 years of experience, Ten operates in over 20 cities worldwide, in over 26 languages, with 65% of our workforce globally distributed and is publicly listed on the London Stock Exchange ('TENG'). We were the first concierge business to be awarded the B Corp certification in the UK in 2023.
Ten’s strategy focuses on four key areas: deliver a world-class member experience, invest in technology, expand contracts with new and existing clients as well as develop our foothold in new markets by leveraging our market-leading service proposition.
At Ten, you’ll be part of a global, dynamic, and inclusive team, with diversity at its core and endless opportunities for growth.
Join us and experience a workplace where you can truly thrive. https://tenlifestylegroup.com/ten-tv/
Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.
“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”