Senior Guest Service Associate - Cheltenham, United Kingdom - HR Star

HR Star
HR Star
Verified Company
Cheltenham, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Company Description:


We are a small but market leading company who goes above and beyond to deliver exceptional holiday and celebration experiences.

These include hen/stag dos' birthday or anniversary celebrations, corporate events and family holidays etc. Our team works from home with the bonus of having a beautiful office space based in Cheltenham. We use this for flexible working, office days, training, team meetings, 121's and appraisals.

kate and tom's is made up of industry professionals who use their knowledge and passion to drive the company towards success.

The business has been established for over a decade and is growing further each year. We are now looking to recruit like-minded individuals to become part of the family.


Role Description:


20% - Managing the shifts in absence of a supervisor. This will include loading trello and prioritising the work load. Dealing with any complex issue such as double bookings or complaints. Efficiently uploading any new damages or complaints to the handover ready for the Manager to action upon return. Help train new recruits, offer refresher training, keep training packs up to date and contribute towards team meetings.


Additional duties:


  • Work with guests and owners to resolve complex issues such as double bookings or issues at the property, with the support of a supervisor where necessary.
  • Taking ownership of all complex enquiries and bookings when on shift without a supervisor present. Logging and damages and complaints that come in on shift and advising a supervisor to pick up.
  • Taking the lead during shifts when a supervisor may not be present in setting up Trello and monitoring the workload.
  • Sales chasing

Essential Attributes:


  • Previous experience in the Customer Service industry.
  • A passion for working with people.
  • An understanding of the importance of exceeding expectations.
  • A desire to deliver excellence in all service areas.
  • The ability to use initiative under pressure.
  • Exposure to complaint handling.
  • An organised and assertive nature.

Desirable Attributes:


  • Previous use of CRM systems.
  • Employment in the hospitality sector.
  • Educated to degree level.

Salary:

9am - 6pm (1 hour Lunch)
-
Sat
  • Sunday_
8.30am pm (1 hour Lunch)

weekends per month (max)

  • 3 weeks of the month you will have 5 varied shifts with 2 days off_
  • 1 week a month following a weekend you will have 4 varied shifts with 3 days off_

Job Types:
Full-time, Permanent


Salary:

Up to £24,000.00 per year


Benefits:


  • Flexitime
  • Work from home

Schedule:

  • Flexitime
  • Monday to Friday
  • Weekend availability

Supplemental pay types:

  • Performance bonus
  • Yearly bonus

Ability to commute/relocate:

  • Cheltenham: reliably commute or plan to relocate before starting work (required)

Work Location:
Hybrid remote in Cheltenham

Application deadline: 01/09/2023

Reference ID: 878787

Expected start date: 08/09/2023
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