Guest Relations Specialist - London, United Kingdom - LUK Events Ltd T/A LaplandUK

Description

Job Title
Guest Relations Specialist


Business Division
Guest Experience (Online Guest Relations)


Reports to
Guest Relations Manager

Guest Relations Assistant Manager


Direct Reports
External Contact Centre Team


Primary Working Location
London - Borough & Canary Wharf (_with the potential for Hybrid working following a successful probation period of 4 weeks_)


ABOUT LAPLANDUK
'Lapland' is a 4.5 hour immersive experience that brings to life the mythical Elven world of Father Christmas. At LaplandUK we pride ourselves on delivering a truly unforgettable experience for all guests, transporting families into our secret, magical world.


ROLE OVERVIEW

A Guest Relations Specialist provides vital online support to our guests throughout the 2023 season, whilst supporting agents at the external Contact Centre by taking accountability for a particular aspect of the Experience, using advanced knowledge to offer specialised support in this area.

They ensure that our guests receive a high standard of service across a variety of digital touchpoints, offering accurate and relevant information, in accordance with service level agreements.

RESPONSIBILITIES

CONTACT CENTRE OPERATIONS

• Taking responsibility for handling general enquiries, managing guest feedback and actioning service recovery, where appropriate.
• Act as a point of escalation for complex queries, ensuring all resolutions appropriate, proportionate and in circumstances where this applies to service recovery, in accordance with our service recovery framework.
• Contribute ideas and recommendations to the Guest Relations Management team on how technology could better support the operation of the contact centre.
• Work closely with the Guest Relations management team to review and update on guest trends, and potential concerns.
• Golden Experience (VIP/PR)
• Elf Emporium/Online Store
• Accessibility
• Guest Recovery

As well as complete the expected core responsibilities of the role, a Guest Relations Specialist will also be expected to cover the following responsibilities in one of the following areas, and in addition, will be cross trained to offer support to all specialist areas.

GOLDEN EXPERIENCE (VIP & PR GUESTS)

• Support the communication and requests of all VIP and PR Guests as determined by the Golden Experience Manager.
• Facilitate both Golden Experience & PR upgrades, and bookings as requested by the Golden Experience Manager, and Brand Manager, and liaise with Gold Experience Hosts where appropriate.

ELF EMPORIUM/ONLINE STORE (E-COMMERCE)

• Handle Online Store (ecommerce) guest enquiries above agent level, ensuring service level agreements are consistently delivered. Manage feedback and action service recovery, where appropriate.
• Act as point of escalation for guest complaints regarding both onsite and online product purchases, ensure all resolutions are timely, proportionate and in accordance with our service recovery framework.
• Liaise with Retail team and Head of Commercial as required to ensure a seamless online ecommerce experience, and recovery.

ACCESSIBILITY

• Handles Accessibility queries with compassion and confidence, and is provocative in gaining an advanced knowledge about the nuances of the Experience that provides key Accessibility information for guests with additional needs.
• Liaise with onsite Guest Relations Manager regarding circumstances in which additional support, or guidance will be needed.

GUEST RECOVERY

• Act as a point of escalation for complaints, ensuring all resolutions are timely, proportionate and in accordance with our service recovery framework.
• Provide support to Guest Relations Manager (online) with complaint resolution, facilitating guest recovery packages etc.
• Ability to empathetically and fairly respond to guest feedback within the Tone-OfVoice Guidelines, and consciously share themes with management team in a timely manner.

KNOWLEDGE, SKILLS & EXPERIENCE

Essential Experience:

• Minimum of 2 years customer service experience, preferably within a Contact Centre environment.
• A basic understanding of GDPR regulations and restrictions.

Desirable Experience:

• An understanding of back of house ticketing systems.
• A basic knowledge of KPI and customer insight data (e.g. dashboards, surveying and mystery shoppers).
• Excellent communication, interpersonal and diplomacy skills.
• Bright with a strong sense of initiative.
• Confident with technology.
• Flexibility of approach to working environment needs.
• Ability to work well in a team environment.
• Positive attitude throughout to ensure a good morale is sustained onsite.
• Empathetic with guests and willing to be the 'voice of the customer' in the business.
• Organisational skills and attention to detail.
• Ability to work under pressure, adapt and react to the quickchanging of the Contact Centre operation.

Job Type:
Fixed term contract

Contract length: 3 months


Salary:
£14.00