Jenna Skilton

Following a planned six-month sabbatical to focus on my family, I returned to Kuoni in a Personal Travel Expert role. The company retained the position for me during my break, and shortly after returning I was promoted to Assistant Store Manager while continuing to work part-time.

• Support the Store Manager in the day-to-day running of a busy luxury travel store.
• Coach, motivate and develop colleagues to achieve sales and service objectives.
• Create bespoke luxury holidays tailored to each client’s individual needs.
• Build lasting client relationships, generating repeat business and referrals.
• Deal confidently with customer queries and complex complaints.
• Assist with operational planning, performance management and store administration.
• Lead by example through exceptional customer service and sales performance.
• (Part-time, 3 days per week)

• Promoted from Assistant Manager to Store Manager in 2015.
• Following maternity leave in 2017, I became part of Kuoni’s first Job Share Store Manager partnership, allowing me to continue leading the store on a part-time basis.
• Led a successful retail team, consistently delivering against store sales targets.
• Recruited, interviewed and onboarded new team members, enhancing store staffing and operational capacity.
• Conducted monthly one-to-ones, six-monthly reviews, performance management and disciplinary processes.
• Managed staff wellbeing and confidential people matters professionally and sensitively.
• Trained and developed colleagues on destinations, systems and sales techniques.
• Checked bookings for accuracy and maintained exceptional attention to detail.
• Created personalised travel proposals and presented them in person, over the phone and via video appointments.
• Organised customer events and local marketing activities, increasing community engagement and brand visibility.
• Managed supplier relationships and store administration.
• Cultivated a customer-focused culture prioritising outstanding service, leading to improved customer satisfaction.

• Combined strong personal sales with increasing leadership responsibilities, supporting the Store Manager in achieving commercial objectives.
• Monitored staff performance and developed improvement plans.
• Trained new employees on company policies, customer service excellence, and sales techniques.
• Coordinated with senior management to implement strategic plans for revenue growth.
• Promoted after consistently being one of the store’s highest performers.

• Joined Kuoni as luxury travel consultant, exceeded sales expectations while curating bespoke holiday experiences.
• Managed bookings for flights, hotels, and excursions, securing competitive rates and confirming reservations accurately.

• Travelled extensively around New Zealand, Australia and Thailand, gaining first-hand knowledge of destinations and cultures that has enhanced my ability to create authentic travel experiences for clients.

• Crafted unique long-haul holiday packages for clients.
• Delivered excellent customer service throughout the booking journey.
• Built tailored itineraries based on customers’ needs and personal travel knowledge.
• Handled customer enquiries through phone, email, and in-person interactions.
• Addressed and solved customer issues with professionalism and efficiency.