Service Team

2 weeks ago


Hammersmith, United Kingdom Scott Dunn Full time

Scott Dunn is an award-winning luxury tour operator creating tailor-made holidays to destinations all over the world. With offices in the UK, US and Singapore, we pride ourselves on providing outstanding service to all our guests from the moment they begin their research online, right the way through to post-holiday evaluations.

The Opportunity
We are looking for a Guest Service Executive who has a passion for the travel industry and a strong focus on delivering the highest level of service to guests. You will work alongside the Guest Relations & Compliance Manager ensuring an exceptional standard of guest service is delivered.

The role will require you to be confident in dealing with guests so prior experience in a call centre, retail environment, guest relations or customer service is essential. You must be confident in your ability to plan and prioritise your workload, have excellent organisation, high attention to detail and be able to act on your own initiative.

**Responsibilities**:

- Support the Sales Team in after booking concierge.
- Liaise with the Product Team on new properties and the concierge requirements.
- Speak to guests on their concierge requirements and tailor this to their individual needs.
- Work closely with the Resort Team to ensure a smooth transition once they arrive.
- Work closely with the hotel to arrange concierge and ensure the service expectations of the guests are met.
- Work alongside Guest Relations & Compliance Manager to meet the high level of service expected, this is monitored in the after-travel Net Promoter survey.
- Build a rapport with stakeholders to maintain the strong relationship.
- Create bespoke itinerary of ancillary and concierge requirements.
- Work closely with Guest Relations Executive on any in-resort complaints.

About You
- A passion for travel
- Experience in a call centre, retail, customer service or guest relations role
- Excellent attention to detail
- Proficient English language (written and oral)
- Competent telephone manner
- Proven organisational skills

Location
We aim to find someone who would be office based at our premises in Hammersmith for at least 3 days a week. There will be an induction/training period where you will be required to attend the office daily.

**Benefits**:
We offer very competitive salaries and a great benefits package including the following:

- 23 days annual leave plus bank holidays, rising by 1 day with each year of service (max 30)
- Contributory pension scheme
- 'Cycle to work' scheme
- Subsidised private healthcare
- Company loyalty scheme (Travel Fund)
- Travel insurance
- Recognition awards throughout the year
- Social events
- 1 day learning / development day per month
- Paid volunteering leave



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