My client is looking for a driven Sales and Guest Experience Coordinator to join their team of passionate local travel experts who are deeply rooted into the Cornish way of life and protecting Cornwall and our planet.
As one of the Sales and Guest Experience coordinators you will contribute to drive the sales, bookings and guest experience for their incredible portfolio of Cornwall's finest holiday homes and grow guest retention by ensuring exceptional service standards throughout the entire customer journey.
Reporting to our Head of Sales and Guest Experience you'll be part of the Guest Experience team to ensure every guest has a holiday experience like no other.
This role will suit a driven individual with demonstrable sales and customer service experience, ideally in a travel setting or the hospitality industry eg Hotel reception, self catering resort, holiday park settings.
If that sounds like you, read more about the role below.
Job Purpose
- Passionately create a holiday experience like no other for every guest, at every point of the customer journey: from booking to check out and beyond, through:
- Enthusiastically generating and converting holiday sales
- Ensuring all sales and service interactions provide a positive, customer-centric and solution-focused experience for both the guests and property owners: pre-arrival, during the guest's holiday and after departure
Key Tasks
- Respond to, and follow up promptly, all holiday enquiries received via email, telephone, website or face-to-face with a view to maximising conversions and achieving sales targets.
- Log all calls and enquiries on the Customer Relationship Management (CRM) system and utilise the database to create lasting customer relationships and loyalty
- Process all bookings in line with company procedures, including ensuring all guests are aware of the damage deposit options, booking conditions and any external factors that may affect their stay (ie building works).
- Support guests and owners to find mutually agreeable (for all parties) outcomes to any unforeseen events that may affect a booking.
- Using your knowledge of guest requirements and booking patterns, share ideas on how to maximise holiday sales.
- Undertake courtesy calls/contact to all guests during their stay, following up on any issues as they are raised.
- Handle complaints from when they are raised through to resolution. Ensure effective handover of issues, where required.
- Handle maintenance issues as and when they arise, following company processes to ensure a timely resolution.
- Manage and respond to guest feedback, liaising with all departments where necessary and evaluate feedback to ensure customer expectations are being met and exceeded.
- Ensure all required administration for the department is undertaken in an efficient and accurate manner.
- Ensure compliance with processing of all client information under data protection legislation (GDPR).
- Assist in covering the out of hours telephone service [Subject to outcome of consultation]
Key Capabilities
- A winning sales attitude and excellent customer service with determination and confidence to deliver outstanding results
- Excellent interpersonal and customer contact skills with the ability to build rapport and resolve conflict
- Excellent attention to detail, positivity and determination
Key Performance Indicators
- Monthly and Quarterly Sales Targets
- Guest satisfaction & retention / loyalty targets
- Feedback & Complaints handling
- Triple Bottom Line targets including social & environmental goals
Benefits
- 25 days holiday per annum plus 8 bank holidays, with increases based on length of service.
- 2 paid volunteer days per year.
- Enhanced maternity pay.
- Enhanced sick pay.
- Performance related rewards and recognition scheme.
- Discounted stays at properties in their portfolio.
- Range of additional employee benefits which include cycle to work scheme.