Guest Support Executive
Brands: Trafalgar, Insight Vacations, Grand European Travel and Brendan Vacations
Location: 15 Grosvenor Place, London
Start Date: End of May/Beginning of June
Status: Permanent Full-Time Role
Reporting to: Guest Support Manager
If you are an individual that wants to make a difference in delivering excellent and thoughtful customer service and care to our guests on their holiday, then this could be the position for you. Working as a key player in a small, respected and dedicated team you will also find yourself working unilaterally with other departments and global offices to ensure the best possible outcome for our guests and staff, dependent on circumstances.
The Guest Support Executive will work closely with the Guest Support Manager in their role and departmental responsibilities. The Guest Support Executive will be required to offer logistical assistance, emotional support and advice to guests and Tour/Travel Directors that have been faced with an emergency. Duties will vary from case to case and may involve assisting with travel arrangements, hotel reservations, offering linguistic assistance in a foreign language (provided by the Guest Support team or arranged through an external company if necessary) and liaising with ground agents or insurance providers — whatever is required to ensure that the guests are looked after. You will be responsible for accurate record and log keeping relating to all incidents. The role also involves the processing of specific requirements for guests travelling in our region and making recommendations based on their preferred holiday choice. In addition, during the low season the Guest Support Executive will assist the Guest Documentation team with the guest documentation preparation, production and proofreading for the following summer season.
No formal qualifications are required; however proficiency in spoken and written English is essential. Knowledge and proficiency in another language is advantageous.
Qualities required for the role are:
- Caring and sensitive personality
- General knowledge of basic medical practices
- Proactive decision maker
- Able to prioritise at all times
- Excellent team player
- Computer savvy and quick to grasp systems (SalesForce, Tropics, PDMS)
As a member of the Guest Support team, you will be required to work out of hours of which your efforts will be rewarded.
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