Guest Services Executive - Leading Travel Company
Guest Services Executives
To £22,000 + Bonuses
South West London
My client, a leading luxury travel company is seeking a Guest Services Executive to join their Guest Services team.
The position would be located in the Pre-departure team so you would need to have very good telephone skills.
There is a large of volume of calls to be taken every day plus answering emails. There would be comprehensive product and system training to help candidates get up to speed but they would need to be experienced in customer/guest services and ideally have come from a travel or hospitality background.
The role involved shift work although it is 37.5 per week between Monday to Sunday from 9am to 7pm.
Guest Services Executives Responsibilities:
To be responsible for responding to all pre and post departure enquiries and correspondence from guests, either by telephone, email or letter.
Ensure the required level of guest service and communication is achieved by telephone, letter and email at all times.
Demonstrate a sense of urgency depending on the volume of enquiries, and adapt and prioritise as required.
Maintain the highest level of written communications for pre and post travel correspondence.
Investigate and resolve all complaints in accordance with company processes and industry guidelines, in a timely and fair manner, to achieve the best possible outcome for both guest and business.
Develop and maintain knowledge of company policies and procedures for dealing with clients who have special requirements, and assist colleagues and management to ensure these are followed consistently.
Identify potential problems relating to guest service and proactively work to find solutions to enhance the guest experience.
Communicate to relevant management/internal contacts information about guest needs and expectations, and levels of guest satisfaction.
Guest Services Executive Skills Experience
Previous reservations or customer service experience gained within a telephone based environment
Good telephone manner
Good written English
Ability to work under pressure
Guest Services Executive Salary and Benefits
Base salary to £22,000
22 days holidays
To apply for this Guest Services Executive role, please email your CV to firstname.lastname@example.org or contact me on 0207 812 3820 for additional information.