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Silver Concierge Agent

IMPORTANT: This role is an ON-SITE, office-based role in Makati and is NOT a shipboard opportunity. 

The Silver Concierge Agent is an office-based role responsible for delivering exceptional post-sales service while proactively identifying opportunities to enhance the guest experience and support revenue growth. This role plays a key part in improving sales conversion, service quality, and booking retention through energetic, solution-oriented, and proactive engagement via phone and email.   

Beyond servicing, the Silver Concierge Agent is expected to confidently upsell relevant add-ons, demonstrate strong product knowledge, and cultivate positive, high-impact interactions that reflect passion for both guest experience and commercial outcomes. 

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ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Guest & Consultant Support 

• Serve as the first point of contact for Personal Consultants in the regions and Guests for all post-sales support via phone and email.

• Manage booking inclusions and actively upsell Add-Ons (e.g., higher category suites, packages, experiences, etc).

• Handle hotel/land arrangements, transfers and more.

• Support guests with general queries, documentation, booking updates, and administrative needs.

Sales & Revenue Support 

• Identify upselling and cross-selling opportunities in every interaction to enhance the guest journey and drive incremental revenue.

• Use product knowledge and customer insights to recommend value-adding options confidently and professionally.

• Contribute directly to retention by delivering timely, proactive solutions that reduce cancellations.

Customer Experience & Issue Resolution 

• Maintain accurate customer records with a high level of diligence and detail.

• Provide proactive follow-ups and anticipate guest needs to maximise satisfaction and loyalty.

Team & Process Contribution 

• Participate in ad hoc tasks, initiatives, and continuous improvement projects.

• Collaborate positively with team members to share best practices and drive team performance.

• Uphold high standards of professionalism, energy, and engagement in all interactions.

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KNOWLEDGE, SKILLS & ATTRIBUTES: 

• Minimum 2 years’ experience in sales, customer service, sales support, or a similar travel-related role.

• Demonstrated ability to upsell, influence, or drive commercial outcomes.

• Excellent verbal and written communication skills with a confident, engaging style.

• Highly proactive approach with strong ownership, initiative, and problem-solving skills.

• Energetic, guest-centric, and passionate about delivering exceptional experiences.

• Strong computer literacy (Excel, Word).

• Diligent, organised, and process driven with high attention to detail.

• Experience in the travel or cruise industry is highly preferred.