Senior Guest Services Executive - Luxury Travel Company

Guest Services Executives

To £25,000 + Bonuses

South West London

My client, a leading luxury travel company is seeking a Senior Guest Services Executive to join their After Sales team.

The position would be located in the after sales 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. Graduates will also be considered.

The role involves shift work although it is 37.5 per week working 5 days a week

Senior Guest Services Executive 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.

Senior Guest Services Executive Experience Required

Previous customer service experience gained within the travel or hospitality industries.

My client will also conisder candidates who may have gained this experience in similar customer service roles within the airport.

Good telephone manner

Good written English

Ability to work under pressure

Senior Guest Services Executive Salary and Benefits

Base salary to £25,000 + Bonuses

22 Days annual leave

Pension scheme

Discount Travel

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