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Guest Sales

1 month ago

Nationwide, United Kingdom OVO Software Services Ltd Full time
Position Overview
As an OVO Network Guest Sales & Support Agent, you’ll be the first point of contact for guests and agents, handling enquiries via LiveChat, email, and phone. Your focus will be on converting these enquiries into bookings while ensuring clear, accurate, and friendly communication. Working closely with our Guest Sales Team Lead, you’ll provide timely responses, escalate complex issues as needed, and maintain great attention to detail.
Key Responsibilities
* Handle Guest Enquiries: Respond to incoming guest and partner enquiries via LiveChat (soon to be superseded by WhatsApp Business), email, and phone, providing quotes, booking information, and property and destination details.
* Convert Enquiries to Bookings: A key focus for this role is on converting enquiries into bookings through attentive follow-ups and prompt responses, ensuring a high level of customer satisfaction. This includes following up on leads, giving personalised property recommendations, and knowing how to address common queries or concerns.
* Complaint Handling: Address basic guest service issues and complaints, escalating to the Guest Sales Team Lead as needed.
* System Entry and Data Accuracy: Enter booking information and updates into our bespoke back-office systems accurately and efficiently.
* Ensure Quality Communication: Use tools like DeepL and ChatGPT for translations to communicate effectively in both French and English.
Skills & Qualifications
* Bilingual Proficiency: Fluent in both written and spoken French and English, with strong written skills in French.
* Attention to Detail: Demonstrated accuracy in data entry and information management.
* Customer Service Skills: Experience in a guest or customer-facing role, with the ability to handle simple guest issues diplomatically.
* Tech Savvy: Comfort with various online tools and platforms; familiarity with OTA systems (e.g., Airbnb, Booking) is helpful but not essential.
* Sales Orientation: Motivation to meet or exceed enquiry-to-booking conversion targets.
* Product Knowledge: Whilst not essential, an understanding of our Alpine destinations and the activities that take place in both winter and summer would be an advantage.
* Cultural Fit: An affinity for the Alps and a belief in the positive impact of great service on guest experiences.
Why OVO Network?
* Flexible Working Hours: A remote role with flexibility, perfect for work-life balance.
* Career Development: Opportunity for growth and progression within a dynamic and expanding business.
* Team Environment: Join a supportive team with a shared commitment to excellence in guest service.
* Occasional Travel: Team meetings and educational trips to experience the Alpine destinations we promote