Success Recruit are currently working with a premium business in the travel & hospitality sector, with offices based in Thurrock. They are currently seeking a Guest Services Ambassador to join their growing, passionate team.
The successful candidate will work closely with the Guest Services Manager & Guest Relations Manager. They will be responsible for effectively communicating and delivering exceptional customer service through the businesses multi-channel communication system - including telephone, email, and social media.
The successful Guest Services Ambassador expectations:
- Experience working within customer service - preferably within the travel industry
- Excellent written and verbal communication
- Capable of working on multiple tasks at once, prioritising time effectively
- An understanding of discretion and confidential issues
The successful Guest Services Ambassador will be rewarded with:
- The opportunity to join a stable, growing business with a fantastic reputation
- A supportive & friendly team
- Hybrid working
- Annual team socials / opportunity to travel
Job Specification / Purpose of the role:
The Guest Services Ambassador will focus on providing impeccable customer service pre and post their travels. They will also ensure all communication (both written & verbal) is reflective of the company's tone of voice and luxury brand - striving to meet and exceed guest's expectations by handling customer issues promptly & appropriately.
This role requires a caring & patient person, with a clear ability to communicate effectively with empathy and personability. The ideal candidate will be confident, professional, and dedicated to creating an exceptional customer experience.
Duties to include but not limited to...
- To resolve all queries in accordance with the company standard procedures and industry guidelines, in a timely and fair manner, to achieve the best possible result for both the customer and the business.
- Ensure all communication is 100% accurate and fully addresses all points raised by the guest.
- Handle a variety of telephone queries and aim to effectively resolve the issue. All telephone communication must be inline with the businesses tone of voice & brand.
- Communicate effectively with other departments, the onboard team, and external partners.
- Log and acknowledge all communications received.
- Occasionally work from regional ports and onboard attendance on the ship may be required.
- On a rotational basis handle any issues that arise from the 24/7 Emergency Support Line.
- Any other tasks or duties as required by the business.
This is an excellent opportunity for a passionate customer service professional with a keen interest in travel. This position is ideal for someone who enjoys a fast-paced & varied work environment.
Previous experience in the travel industry is desirable, however, not essential.
Hours: Monday - Friday 9am - 5:30pm (office based 2 days a week with Wednesday essential in-office, 3 days from home). Saturday hours 9am - 5pm.
Salary: £22,500
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Dear Job seeker! We value your application however we are unable to respond to everyone directly due to high volumes we receive. Please be assured though that we will review your CV and should we believe you meet the experience needed for this vacancy one of the team at Success Recruit will be in touch very shortly!
In the meantime, we wish you all the best in your new job search and finding a position you will be happy long term within.