We are looking for a dynamic Night Guest Experience Specialist to join our growing team. We have been expanding rapidly and are looking to double our number of units.
You will play a key part in our day-to-day operations; you will be coordinating the whole customer journey from the online pre-checking process to the guest departure, while answering guests queries remotely throughout 15 different markets and ensuring exceptional service is always delivered.
WHAT WILL YOU BE DOING?
- Offer a warm welcome to our guests, from our pre-checking process to departure while providing reliable information and support services throughout their experience with us.
- Liaise with clients to ensure that accurate details for each reservation are obtained
- Take ownership in managing guest expectations by constantly seeking opportunities to personalize the guests needs, travel purposes, plans, etc.
- Effectively communicate with guests by telephone or email in a courteous manner
- Be pro-active in the learning and development of administrative tasks, procedures, processes and standards and ensure correct practice
- Ensure that all set shift tasks are carried out according to the required standard and take responsibility in providing full handovers to all relevant parties/ shifts.
- Answer customers' queries by phone, email and chat.
- Upsell stay enhancements.
- Promoting internal sales campaigns to customers
- Identify business customers and communicate leads to the sales team
- Processing payments and sending confirmation details to customers.
- Resolving any issues that may arise with bookings or reservations.
- Provide information on all our properties and local knowledge in each of our markets.
- Actively consider prevention, recovery, and investigation of any complaints.
- Previous experience in the customer service sector
- Knowledge of Elina or Hospitality Property Management System is desirable, otherwise training will be provided
- Proficient level of IT systems
- Proven track record of performance with processes and STRONG administration skills.
- Extremely detail oriented - Commitment to follow through and to work independently on a case load.
- Must have the ability to solve problems, offer solutions, think logically and have a quick and retentive memory.
- Well Organized - Ability to perform in a fast-paced dynamic work environment while maintaining a positive teamwork attitude.
- Must possess a sense of urgency, to understand the need of a customer and company and be able to communicate various issues.
- Must be a flexible, self-starting and self-managing person.
- Must have strong organizational skills and have the ability to handle multiple tasks, respond quickly and efficiently, and keep situations under control.
- Show willingness and aptitude to take appropriate steps in finding solutions to problems.
- Take on additional responsibility when both big and small tasks need to be done.
Your application will be reviewed by our HR team and relevant hiring managers. If you are unsuccessful, your details will be securely stored in our database for a period of 12 months for future opportunities unless you request immediate deletion by contacting us directly.
