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Guest Experience Co-ordinator
3 weeks ago
As a guest experience co-ordinator your role is integral to the success of the guest journey and experience by providing support to our managed estate through a combination of inbound and outbound telephone calls. You will be accountable for ensuring that our guests have a seamless experience and for driving revenue and occupancy levels across the managed estate.
Although part of a small team you will work in synergy with key stakeholders including Operations Managers, Brand marketing, Telesales and General Managers across our managed pub estate.
We are looking for an exceptional sales driven individual who is passionate about providing first class customer service to ensure we exceed our guests’ expectations. The nature of this role will require flexible working hours, including evenings, Saturdays and bank holidays on a rota basis.
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Key responsibilities:_**
- Ensuring that all internal and external calls are handled efficientlyfollowing our brand and segment styles
- To provide product expertise and flexibility to the customer to ensure the delivery of a high level of conversion from incoming enquires to confirmed bookings.
- Support outbound telesales activity, pro-actively seeking sales opportunities and leads to follow up and where the opportunity arises upsell appropriate function, event or conference packages.
- Manage confirmed bookings and ensure they are correctly handed over to the relevant site.
- Manage the allocation of all accommodation, meeting & events space used for business purposes and maximise revenue through effective diary management and selling strategies.
- Build and drive relationships with our internal guests, regular and corporate guests to ensure repeat business and to support with driving revenue.
- Keep up to date with changes within our managed estate by carrying outregular visits and updating internal communication.
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- Excel in delivering great customer service across a wide range of clientele in a professional manner
- Have prior experience within a customer facing role whether over thetelephone or face to face
- Be results driven and have the determination to set and achieve goals, where sound negotiation skills will be paramount to this
- Have the ability to plan, prioritise and organise your work through effective diary management
- Be full of initiative, willing to take appropriate action before being asked
- Demonstrate that they can build and maintain effective internal and external relationships
- Be a strong communicator where ideas are conveyed effectively to the right stakeholders
- Live locally to Bedford and be flexible with hours that will include early starts, later finishes, occasional Saturdays and bank holidays.
**_
In return you will receive:_**
Salary up to £26,000 p/a
30 days holiday
Pension & Life assurance
Private healthcare
Retail Discounts
30% off dining & 30% off beer
INDHEADOFFICE
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