Guest Services Representative Remote
Job description
PURPOSE
To promote and sell a range of No1 Lounges services and products, handle guest and non-guest enquiries and resolve complaints to the required standards. Provide excellent customer service in relation to all product areas in person and via inbound calls, outbound calls, e-mail and/or social media as required.
To be commercially aware and able to manage the lounge capacity through our in-house systems.
ROLE
Reservations – Deal with enquiries from a range of sources converting as many into sales as possible in line with sales targets. Systems used Zendesk, No1 Lounges website (and historical website functions) Stripe, PayPal, Tools
Complaint Handling – Be an advocate for the business should guests have any reason to complain. Deal with their complaint in a mature adult manner and ensure all possible is done to restore their faith in No1 Lounges.
Revenue Generation – Work closely with the commercial team to oversee the capacity of all lounges across our lounge network using the transmittal importer. Establish close working relationships with our suppliers and be aware of new opportunities.
Remote Working – Ensure you are highly engaged and that you are able to work remotely if necessary.
KEY RESPONSIBILITIES
· Provide a high-level customer service and information service to our guests and potential guests via telephone and email, in accordance with the company values.
· Work on first level complaints raised to the Guest Relations team and respond in a timely manner via telephone, email and social media channels.
· Ensure you put the customer at the heart of every interaction ensuring that communication through all mediums is empathetic and uses correct tone of voice in line with company values.
· Maximise revenue opportunities with each guest by upselling additional services, such as Upgrades, Premium Security, Champagne, VIP Departure services, Partner lounges, etc.
· Undertake, as required, additional learning activity to develop product knowledge across the full range of products to meet operational requirements.
· Support and assist colleagues through sharing of knowledge and experience and provide advice and guidance where necessary.
· Take ownership of own personal development, maintaining an up to date knowledge of products, services, systems and procedures necessary to carry out the role.
· Monitor comments and complaints on Trip Advisor, Twitter and other Social Media platforms and respond to guests accurately and within agreed SLA.
· To assist other areas of the company and represent No1 Lounges at events as required
· Assist Guest Services Manager with ad-hoc tasks, specialised projects and roles as and proactive team player displaying a positive can- do attitude.
· Be responsible for the lounge capacity on a day to day basis.
· Support other areas of the business as and where necessary.
EXPERIENCE REQUIRED
· Previous experience of working with guests in a professional capacity, ideally within the Travel sector.
· Excellent communication skills, both verbal and written.
· Knowledge of Microsoft Office.
· Ability to demonstrate a confident, empathetic approach to customer service including investigation, negotiation and product promotion via a variety of channels.
· Experience in Complaint Handling and resolution of escalated enquiries.
· Ability to adapt to new systems/change/procedures as required.
GENERAL
· Comply with all policies and procedures as written in the Employment Handbook and with appropriate information security standards and guidelines
· Uphold confidentiality at all times and take reasonable precautions to protect the information accessed or used in your work
· Willingness to help other team members wherever possible and to understand the flexibility required when business levels peak and trough
· To undertake any reasonable requests made of you by the Company including flexibility in hours, location and responsibilities
Benefits
- Company cash-back healthcare scheme, which means you can claim back the cost of care such as dental, optical and therapy treatments. Available from day one of your employment this benefit is a great way to ensure you are able to access healthcare from the click of an app
- Daily Perks via Perkbox, access hundreds of high-street discounts from cinema tickets and meals out to money off your weekly food shop
- Complimentary lounge visits each year, depending on the length of employment you can use up to 8 each year up to the value of over £300
- Enjoy a complimentary staff meal during your shift, along with refreshments – with breakfast and afternoon options available
- Discounted Gym Memberships, all you need to do it check which gyms offer discounts in your local area via Perkbox
- Access to Touchdown Website for discounted holidays/flights and cruises www.touchdown.co.uk
- 50% discount for lounge visits for your friends and family
- Complimentary staff parking provided at the airport whilst you are on shift
- Employee of the Month Reward & Recognition schemes – the chance for your hard work and dedication to be awarded with a £50 voucher every month
- 24 hour confidential employee assistant programme, which supports our employees with personal problems and/or work-related problems that may impact their job performance, health, mental and emotional well-being
- Workplace Pension Scheme with Aviva which you will be automatically enrolled into if you are between the age of 22 and the state pension age, you will make a monthly contribution into your pension, and so will the Company
- 28 days paid holiday annually
Job Types: Full-time, Permanent
Salary: £10.81-£11.86 per hour
Benefits:
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- Gym membership
- On-site parking
- Private dental insurance
- Private medical insurance
- Referral programme
- Store discount
Schedule:
- Day shift
- Monday to Friday
Application question(s):
- How many years of customer service experience do you have?
- How many years of complaint handling experience do you have?
- Do you have any experience working within the travel sector?
Work Location: Remote
Application deadline: 25/04/2023
Reference ID: Guest Services Representative
