Guest Relations Specialist

2 weeks ago

London, United Kingdom LUK Events Ltd TA LaplandUK Full time

**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 (e-commerce) 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 on-site 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 e-commerce 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 on-site 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-Of-Voice 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 quick-changing of the Contact Centre operation.

**Job Type**: Fixed term contract
Contract length: 3 months

**Salary**: £14.00

  • Guest Relations Associate

    6 days ago

    London, United Kingdom The Ned Full time

    **Guest Relations Associate - Guest Relations**: We are currently recruiting for a proactive and outgoing Guest Relations Associate. The role will be responsible for delivering an exceptional guest experience from check-in to check-out and throughout the guest journey. Excellent, above and beyond style of service is the foundation of everything we do,...

  • Guest Relations Agent

    7 days ago

    London, United Kingdom Marriott International, Inc Full time

    **Job Number** 23018877 **Job Category** Rooms & Guest Services Operations **Location** The London EDITION, 10 Berners Street, London, England, United Kingdom VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management The London EDITION is looking for its next Guest Relations Agent_!_ **Would you...

  • Guest Relations Agent

    6 days ago

    London, United Kingdom Marriott International, Inc Full time

    **Job Number** 24018565 **Job Category** Rooms & Guest Services Operations **Location** The London EDITION, 10 Berners Street, London, England, United Kingdom VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management The London EDITION is looking for its next Guest Relations Agent_!_ Would you like...

  • Guest Experience Ambassador Egls

    4 days ago

    London, United Kingdom Central Guest Services Full time

    **Join the UK’s most dynamic collection of hotels and restaurants** - At Edwardian Hotels London, it’s the people who create unforgettable memories for our guests. We are always looking for hospitality professionals to join our family and bring new ideas to how we can provide the best possible experience. Professionals who understand and believe in our...

  • Guest Relations Executive

    15 hours ago

    London, United Kingdom Hilton Full time

    **Salary PS27,000/year** **Conrad London St James**is in the centre of London and one of Hiltons three Luxury Brands reflects modern luxury. The hotel is renowned for its excellent service and is in the top 5% of hotels in London and the Top 10 % in the world. Located in the heart of Westminster, the new outlets within the hotel will offer its teams the...

  • Guest Relations Manager

    Found in: Talent UK A C2 - 6 days ago

    London, United Kingdom The Botree Full time

    Guest Relations Manager - LondonThe Botree luxury hotel have an exciting opportunity available for a Guest Relations Manager to deliver conscious luxury to our discerning guests.Our Guest Relations Manager ensures standards of operation are always adhered to and service expectations are exceeded. Through the promotion of knowledge, expertise and...

  • Guest Relations Executive

    2 weeks ago

    London, United Kingdom St Ermin’s Hotel Group Full time

    We are looking for a Guest Relations Executive to join the team here at St Ermin’s Hotel. If you want to work for one of the best places in hospitality, multiply the fun, love and energy we have at our workplace, we would love to hear from you. Looking after our people is all that we care about. We are a London living wage, Workplace Mental...

  • Guest Relations Executive

    Found in: Talent UK C2 - 1 week ago

    London, United Kingdom St Ermin's Operating UK Limited Full time

    We are looking for a Guest RelationsExecutive to join the team here at St Ermin’s Hotel. If you want to work for one of the best places inhospitality, multiply the fun, love and energy we have at our workplace, wewould love to hear from you.Looking after our people is all that we care about. We are aLondon living wage, Workplace Mental health-chartered...

  • Concierge & Guest Relations Executive

    1 week ago

    Greater London, United Kingdom 11 Cadogan Gardens Full time

    Job opening criteria The company **About the role**: As a Concierge & Guest Relations Executive in the team at 11 Cadogan Gardens Hotel - the only Relais and Chateaux property in London -, you are the reason our Guests keep coming back for more. Our Concierge & Guest Relations Executive work as part of a team to impress our Guests, creating unforgettable...

  • Hotel Guest Relations Executive

    Found in: beBee jobs GB - 2 weeks ago

    London, Greater London, United Kingdom The Chelsea Townhouse Full time

    What's In It For You?Iconic Luxury Hotels offer the following benefits to employees:Monthly service charge29 days of annual leave, including bank holidaysRegular team gatherings and appreciation eventsComplimentary team mealsExclusive team rates and friends & family rates at our Iconic Luxury HotelsExclusive team rates with Relais & Chateaux properties...

  • Hotel Guest Relations Executive

    Found in: Talent UK A C2 - 1 week ago

    London, United Kingdom The Chelsea Townhouse Full time

    What's In It For You?Iconic Luxury Hotels offer the following benefits to employees:Monthly service charge29 days of annual leave, including bank holidaysRegular team gatherings and appreciation eventsComplimentary team mealsExclusive team rates and friends & family rates at our Iconic Luxury HotelsExclusive team rates with Relais & Chateaux properties...

  • Reservations Specialist Egls

    6 days ago

    London, United Kingdom Central Guest Services Full time

    **_Join the UK’s most dynamic collection of hotels and restaurants_** - At Edwardian Hotels London, it’s the people who create unforgettable memories for our guests. We are always looking for hospitality professionals to join our family and bring new ideas to how we can provide the best possible experience. Professionals who understand and believe in our...

  • Guest Relations Associate

    2 days ago

    London, United Kingdom CBRE Full time

    Posted- 03-Apr-2023- Service line- GWS Segment- Role type- Full-time- Areas of Interest- Administrative, Customer Service- Location(s)- London - England - United Kingdom of Great Britain and Northern Ireland**Summary**: - CBRE has been successful in expanding our relationship with a major global financial service organization with operations across EMEA....

  • Employee Relations Specialist

    7 days ago

    London, United Kingdom Hays Specialist Recruitment Limited Full time

    Employee Relations Specialist Financial Services London £80,000 - £100,000 - Advise and coach managers across a wide range of employee relations issues taking into account the legislative framework and commercial outcome - Liaise with in-house Legal advisors & Employee Relations Specialist where necessary - Build and maintain relationships throughout the...

  • Guest Relations Officer

    6 days ago

    London, United Kingdom The Royal Marsden NHS Foundation Trust Full time

    We are recruiting Guest Relations Officers for our exciting private healthcare facility in central London. Providing a responsive and caring reception and administration service to our patients and health care teams you will be fluent in written and spoken Arabic and English and have experience of delivering customer service at the highest level. You will...

  • Aura Host

    15 hours ago

    London, United Kingdom ME London Hotel Full time

    **_Be our star, join us and create your own successful story _** We are currently looking for a Aura Host (Guest Relations Associate) to join our team. About ME London Hotel, WC2R 1HA ME by Meliá is a collection of hotels in which culture, lifestyle and The ME People community come together to create an inimitable personality. Each hotel is connected to...

  • Guest Experience Specialist

    2 days ago

    London, United Kingdom Houst Full time

    Step into the heart of Houst, where we're transforming homes into global hosting sensations! With a remarkable £115,000,000 earned by hosts and a footprint in 20+ cities worldwide, our story is just beginning! Join our Guest Experience Team and be the voice of excellence. Fast-paced? We thrive on it! Be organized, multitask like a pro, and prioritize like...

  • Guest Service Agent

    7 days ago

    London, United Kingdom Star London Lets LTD Full time

    **Guest Service Agent (**Handyman - All-Around Helper - Guest Relations - Onboarding new properties) **About star London** We are a fast-paced and rapidly expanding business, operating in the short-term rental market with apartments across North-West London. Our goal is to be the leading short term rental business in London - in terms of the number and...

  • Guest Experience Ambassador

    2 weeks ago

    London, United Kingdom Front of House Operations Full time

    **_Become a Londoner_** - Welcome to The Londoner, a hotel that is chic boutique in spirit and feeling yet staggering in scale and ambition. A perfectly engineered collection of spaces, tastes, textures, and offerings over 15 floors. Situated in the heart of Leicester Square, where the four corners of the city meet. _We are seeking hospitality professionals...

  • Guest Relations Host

    3 days ago

    London, United Kingdom Christian Dior Couture Full time

    Country / Region : United Kingdom - City : London - Business group: Fashion & Leather Goods - Contract type: Permanent Job - Function: Retail - Experience required: Minimum 3 years - Reference No.: CDC07815 - Date of publication: 2023.01.06 **Position**: **Christian Dior: Boutique Guest Relations Host** Christian Dior Couture offers more than a beautiful...