Guest services executive - Required for this luxury travel company based in South West London. Hybrid role, 25/28k plus bonus and great benefits. Experience wise they are looking for someone with a year plus customer services experience within the travel industry. Ideally with some cruise knowledge
Guest services executives duties
-To be responsible for responding to all pre and post cruise enquiries and correspondence from guests, either by telephone, email, or letter
-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.
- 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.
Guest services executives skills required
-Twelve months’ experience of working in a customer/guest services environment within the travel industry, ideally with cruise knowledge
- Experience of dealing with and resolving complaints.
- Experience of managing and exceeding guest expectations.
- Experience in allocating compensation (desirable)
Additional information
-Roughly one in four weekends, from home
-Hybrid role, 3 days a week in their South West London office, but during the first 6 weeks training office based
-Benefits include a great pension, health care, fam trips, life insurance, 20 days holidays with the option to buy a further 5, paid sick pay, amazing discounts on their products etc
If you are interested in the above role please apply online or send your cv to (url removed) quoting DT60681