Travel & Lifestyle Consultant

Travel & Lifestyle Consultant – Luxury Concierge Desk
Company: Reward360 Global Services (R360)
Location: Mumbai (on-site)
Experience: 2–5 years in customer-facing roles in hospitality or travel
Shifts: Rotational, 24x7 desk (including nights, weekends and public holidays)
About The Role
R360 runs the concierge and rewards desk for the super-premium credit card customers of one of India's leading private-sector banks. These are HNI and ultra-HNI members who expect a five-star-hotel standard of service on every call, email and chat.
As a Travel & Lifestyle Consultant, you will plan and book complex travel, secure hard-to-get reservations and experiences, and make every reward redemption feel effortless. You own each request from first contact to confirmed fulfilment, and you anticipate what the member will need next.
What You Will Do
Luxury and complex travel
Plan and book multi-city international itineraries, premium-cabin flights (business and first class), luxury hotels and resorts, villas, cruises and bespoke holiday packages.
Maximise value for members by optimising reward-point redemptions, card-linked offers and luxury hotel programme benefits such as upgrades, breakfast and late checkout.
Advise on visas, travel documentation, transit rules, baggage, fare conditions and travel insurance.
Arrange airport meet-and-assist, lounge access, chauffeur transfers and private car rentals.
Handle disruptions such as cancellations, delays, missed connections and re-bookings with urgency and calm, including during overseas emergencies at odd hours.
Lifestyle and concierge
Secure reservations at fine-dining and celebrity-chef restaurants in India and abroad, often at short notice.
Source tickets for sold-out concerts, sporting events, theatre and festivals.
Book golf rounds, spa and wellness retreats, and private experiences.
Fulfil gifting, flower and cake delivery, courier and personal-assistant requests, and celebration planning for anniversaries and birthdays.
Build and use a network of luxury partners and suppliers to deliver what others cannot.
Member Experience
Deliver discreet, polished, personalised service, remembering member preferences and using them proactively.
Maintain accurate records of every interaction in the CRM and ticketing system.
Meet service KPIs: first-contact resolution, turnaround time, booking accuracy, CSAT/NPS and quality-audit scores.
Escalate complaints, service failures and suspicious activity through defined channels.
Data privacy and security
Handle member personal information on a strict need-to-know basis, following R360's privacy and information-security policies and India's DPDP Act 2023.
Follow only approved, secure payment processes. Never record or share card details, OTPs or identity numbers in notes, chats or emails.
Complete mandatory training on information security, data privacy, fraud awareness and the code of conduct.
Who We Are Looking For
Hospitality or travel background: You have 2–5 years in a customer-facing role, for example at a hotel front office or guest relations desk, in airline or airport services, at a travel agency or OTA, in cabin crew, or on a premium customer service desk.
Well spoken, with fluent English: You are confident, warm and articulate on the phone and in writing, and comfortable speaking with senior, high-profile customers.
Quick learner: You pick up new systems, processes and destinations fast. We provide full training on our booking tools and service standards, so prior GDS or booking-system experience is welcome but not required.
Service attitude: You enjoy solving problems for people, take ownership, and stay calm and polite under pressure.
Graduate in any discipline: A hotel management or travel and tourism qualification is an advantage.
Shift flexibility: You are open to rotational shifts, including nights and weekends.
Why join us
Serve one of India's most exclusive cardholder communities through a marquee banking partnership.
Structured training in luxury service standards, travel systems and global destinations.
Work with a team that values ownership, initiative and service excellence.

Work arrangement
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