Guest Services Team Leader - Luxury Travel Company

Guest Services Team Leader - Travel Company

South West London

£28,000 + Bonuses

My client, is a leading luxury travel company

Reporting into the Guest Services Manager, the Team leader will be responsible for leading and a team of around 3/4 Guest Services Executives.

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

Guest Services Team Leader Duties and Responsibilities

• Deputise for the Guest Services Manager when appropriate.

• Liaise with the company legal advisers and insurers.

• Supervise both the pre-departure and post-departure Guest Service teams to ensure the required level of service and communication is achieved by telephone, letter and email at all times.

• Identify knowledge gaps and training requirements within the team, and bring these to the attention of the relevant management.

• Assist with organising, coordinating and reporting on team daily work.

• Deal with escalated customer enquiries or complaints from other departments and members of the Guest Services team.

• Work with the Guest Services Manager to ensure the teams’ and companies’ objectives and goals are met.

• Maintain the highest level of personal 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 customer and business.

Guest Services Team Leader Experience Required

• Extensive experience of working in a customer services environment within the travel Industry
• Experience of managing a small team.
• Experience of dealing with and resolving complaints and involvement in the decision making processing for awarding compensation.
• Experience of managing and exceeding customer expectations.

Guest Services Team Leader Salary and Benefits

Base salary to £28,000

Performance related bonuses

Pension scheme

Discounted Holidays

22 Days annual leave

To apply for this Guest Services Team Leader role, please email your CV to tony@tmstalent.co.uk or contact me on 0207 812 3820 for additional information.