Guest Services Executive

Location
Wimbledon, London (Greater)
Salary
Competitive Salary
Posted
11 May 2017
Closes
11 Jun 2017
Sector
Cruise
Job function
Customer Service
Hours
Full Time
Contract Type
Permanent

Job Identification

Job title: Guest Services Executive

Responsible to: Guest Services Team Leader

Department: Guest Services

Locations: Nelson’s House, Wimbledon

Job Purpose

Key Elements:

To be responsible for responding to all pre and post cruise enquiries and correspondence from guests, either by telephone, email or letter.

   Key Tasks:

  • 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.
  • Provide information which is 100% accurate and which addresses 100% of the guest’s questions during each contact. 
  • 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. 
  • Allocate compensation based on company standards, to the approval of the relevant management.
  • 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.
  • Assist other departments with escalated guest enquiries or complaints, ensuring the guest remains the priority.
  • Communicate effectively with guests and external contacts.
  • Ensure the teams and companies’ objectives and goals are met.
  • Develop and increase knowledge of products and geographical areas through training and self-development.
  • Act as out of office emergency contact on a rota basis.
  • Set an example of guest service best practice within the company as a whole.

Reporting and Responsibilities

  • This role reports to the Guest Services Team Leader
  • This role has no direct reports.

Role of Department

  • The Guest Services team is responsible for responding to all guest enquiries and complaints that are received by telephone, email or letter, in line with established guidelines.

Key Result Areas

  • Responsible for investigating and managing guest complaints.
  • Responsible for determining appropriate levels of compensation in discussion with the Guest Services Manager or Guest Services Team Leader.

Systems

  • Customer Relationship Management (CRM)
  • MS Office to Intermediate Level

Decision Making and Problem Solving

  • Makes decisions in own sphere of influence.
  • Analytical and proactive approach to solving problems within own team, refers to Guest Services Manager/Team Leader for decisions regarding higher levels of compensation.

Communications and Relationships

  • The main internal contacts are within the Air and Operations teams, Guest Services team and Sales Call Centre.
  • The external contacts are worldwide Viking offices, guests, airlines and rail travel providers.

Income and Expenditure

  • Budget responsibility for compensation up to £100.00 shipboard credit and £100 cash per guest.

Person Specification

Knowledge and Experience:

  • Six months’ experience of working in a customer/guest services environment.
  • Travel industry experience (desirable)
  • Experience of dealing with and resolving complaints.
  • Experience of managing and exceeding guest expectations.
  • Understanding of guest service standards and guidelines.
  • Experience in allocating compensation (desirable)
  • Experience in preparing written correspondence for guests, ideally letters (desirable)

Skills:

  • Exceptional guest services and administration skills.
  • Excellent communications skills, written and interpersonal.
  • Good organisational and prioritising skills.
  • IT Literate – experience of travel reservation systems.

Attributes:

  • Ability to build rapport quickly and empathise with a guest.
  • Ability to deal with guests and external contacts in a professional, confident and assertive manner.
  • Ability to prioritise tasks and work to deadlines.
  • Ability to work on own initiative as well as part of the team.
  • Ability to remain calm and patient under pressure. 
  • Pro-active problem solver.
  • Positive and enthusiastic approach to work with a dedicated and flexible attitude.
  • Ability to take ownership of their own performance and development.
  • A willingness to work a 5 day over 7 days shift system.
  • A willingness to attend and support Viking’s guest events in the UK (a few days per year).

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