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Senior Guest Services Executive

Employer
VIKING CRUISES
Location
Wimbledon, London (Greater)
Salary
Up to £25k PA
Closing date
9 Nov 2019

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Sector
Cruise
Hours
Full Time
Contract Type
Permanent
Job function
Customer Service

Job Details

Key Elements:

To be responsible for responding to all pre and post cruise enquiries and correspondence from guests, either by telephone, email or letter. The Senior Guest Services Executive will work in either the pre-cruise, concierge or post-cruise team, however, they will be cross-trained to cover work in both teams when necessary.

Key Tasks:

  • Deputise for the Pre, or Post-Cruise Guest Services Team Leader or Deputy Guest Services Manager when appropriate.
  • Supervise the Pre, Concierge or Post-Cruise Guest Services team to ensure the required level of service and communication is achieved by telephone, letter and email at all times, mentoring new team members when necessary.
  • Assist with organising and coordinating team daily work as directed by the Team Leader/Deputy Guest Services Manager.
  • Answer guest calls and action them according to company standards
  • Deal with escalated guest enquiries or complaints from other departments and members of the Guest Services team.
  • Work with the Deputy Guest Services Manager/Team Leader 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 guest and business.
  • Investigation & liaising with appropriate parties in respect of: Personal Injury claims, Legal Cases, Court cases, ABTA & Arbitration cases
  • Allocate compensation based on company standards, in conjunction with the Deputy Guest Services Manager/Guest Services Manager.
  • Provide information which is 100% accurate and which addresses 100% of the guest’s questions during each contact. 
  • Monitor the implementation of company policies and procedures for dealing with clients who have special requirements, and make suggestions to amend or improve these where necessary.
  • 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.
  • Act as an out of office emergency contact on a rota basis.
  • Help with team recruitment as per business needs.
  • Set an example of guest service best practice within both the team, and the company as a whole.

Reporting and Responsibilities

  • This role reports to the Guest Services Team Leader/Deputy Guest Services Manager.
  • This role has no direct reports but has supervisory responsibility for other members in the team (pre/concierge/post) as appropriate

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 level of compensation in discussion with the Guest Services Manager.

Systems

  • Customer Relationship Management (CRM)
  • Evolution (EVS)
  • 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 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 per guest.

Person Specification

Knowledge and Experience:

  • Previous experience in responding to guests by letter
  • Two years’ experience of working in a guest services environment.
  • Experience of working as a team leader/supervisor (preferred).
  • Experience of dealing with and resolving complaints and involvement in the decision making processing for awarding compensation.
  • Experience of managing and exceeding guest expectations.
  • Understanding of developing guest service standards and team guidelines.

Skills:

  • Exceptional guest services and administration skills.
  • Excellent communications skills, written and interpersonal.
  • Good team leading and development skills.
  • Good organisational, planning and prioritising skills.
  • Good decision making and problem solving 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. 
  • A 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 Viking’s events in the UK (a few days per year).
  • Ability to support the Viking Values.

To apply for this role, please click on "Apply Now"

 

Company

Viking Cruises offers a choice of award-winning cruise options via our successful Viking River Cruises and Viking Ocean Cruises operations. We are the world’s largest river cruise line with over 65 river ships offering the greatest choice of accommodation and itineraries across Europe, Russia, China and Southeast Asia.

In 2015, we introduced small ship ocean cruising to our portfolio and now boast two of the most beautiful ships at sea, Viking Star and Viking Sea. New ships are already being built taking the ocean fleet up to five ships in total in 2017. Along with an ever-expanding choice of itineraries – including our recently launched Around the World cruise – we are on course to become as successful on the ocean as we are on the river. All of which means a world of opportunities opening up for charismatic, passionate individuals with a love for great customer service and excellent earning potential.

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