Customer services

Guest services executive

Required for this luxury travel company based in South West London. Hybrid role, 25/28k plus bonus and great benefits. Experience wise they are looking for someone with a year plus customer services experience within the travel industry. Ideally with some cruise knowledge.

Guest services executive duties

• To be responsible for responding to all pre and post cruise enquiries and correspondence from guests, either by telephone, email, or letter.
• Demonstrate a sense of urgency depending on the volume of enquiries and adapt and prioritise as required.
• Maintain the highest level of written communications for pre and post travel correspondence.
• Provide information which is 100% accurate and which addresses 100% of the guest’s questions during each contact.
• Investigate and resolve all complaints in accordance with company processes and industry guidelines, in a timely and fair manner, to achieve the best possible outcome for both guest and business.
• Allocate compensation based on company standards, to the approval of the relevant management.
• Identify potential problems relating to guest service and proactively work to find solutions to enhance the guest experience.
• Communicate to relevant management/internal contacts information about guest needs and expectations, and levels of guest satisfaction.

Guest services executive skills required

• Twelve months’ experience of working in a customer/guest services environment within the travel industry, ideally with cruise knowledge
• Experience of dealing with and resolving complaints.
• Experience of managing and exceeding guest expectations.
• Experience in allocating compensation (desirable)

Additional information

• Roughly one in four weekends, from home
• Hybrid role, 3 days a week in their South West London office, but during the first 6 weeks training office based
• Benefits include a great pension, health care, fam trips, life insurance, 20 days holidays with the option to buy a further 5, paid sick pay, amazing discounts on their products etc

If you are interested in the above role please apply online or send your cv to duncan@candm.co.uk quoting DT60681.

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