Guest Relations Executive

Guest Relations Executive 
This award-winning tour operator are looking for someone to join their Guest Services team - this is the team that look after the guests when things sometimes don't go as well as planned.  As part of the Guest Relations team, you will be jointly
responsible for ensuring that all guest correspondence across multiple channels is acknowledged and responded
to aiming to “win back” any actively dissatisfied guests.

Guest Relations Executive - What will I be doing ? 
You will ensure that the guest remains at the heart of everything this business does, creating distinctive and trusted lifetime relationships between guests and their brands.
Shared management of Guest Relations In-Resort and Post-Departure email inboxes, ensuring that all emails are handled efficiently
Deliver a pro-active Guest Relations telephone response capability across in-resort and post-departure phone lines, resulting in a higher number of first contact resolutions
Monitoring and responding to guest feedback received via Guest Feedback Forms, Guest Service Report forms, Representative’s Report forms, review sites and social media channels, highlighting any trends to line management.
To provide end-to-end guest care from first contact, be that in-resort or upon return, through to resolution.

Guest Relations Executive - What experience do I need ? 
Team-player with the ability to build and maintain trusted working relationships with colleagues in the UK, particularly Product, Contracting and Reservations teams, and with our overseas teams and suppliers.
Good verbal and written communication skills, with the ability to provide a clear and confident response tailored to the guest and the communication channel.
Ability to deal with difficult situations in a calm, measured and effective manner.
Pro-active, flexible and ‘can do’ attitude and ability to thrive in a fast-paced work environment.
Good self-management and time-management skills, with an ability to multi-task.
A genuine desire for continuous product, business, service and personal improvement. 
Passionate about travel and delivering a high standard of guest experience. 
Organised and articulate, with a keen eye for detail. 
Driven by results and achievements, with a desire to deliver high standards

Guest Services Executive - Additional Information
This is a wonderful company to work for - they have an outstanding office offering some fabulous facilities on site - you will get 25 days holiday to start with, rising every year - there is a 50% discount on holidays, a private healthcare cash back scheme, bonus, and lots of other great benefits.  The hours are Monday to Friday 9 - 5.30. Hybrid working 2 days in the office 3 days from home. Experienced remote workers also considered.