Guest Service Executive

5 months ago

Manchester, United Kingdom Chaos Karts Full time

Working Hours: 35 hours - Hours/days will vary based on business demand

We are looking for fun, dynamic, and friendly personality to join our Guest Services team. You will be self-motivated, able to work independently or as part of a team. You must be flexible and able to work a variety of shifts, including weekends and holidays. You will adopt an enthusiastic, assertive, and passionate approach to Guest Service at all times. You will be passionate about the product and have a keen eye for detail, ensuring every guest you have a contact with receives 5* service.

Guest Experience is of the highest priority for the business and this role will be expected to provide this to the highest standard to ensure that the pre-arrival and post-visit voice of the company is delivering exceptional service. Ensuring we are promptly, accurately and clearly communicating with our guests across all medias, they will ensure our guests get the information they need and leave feeling they have received truly 5* service.

**Key Responsibilities**

**Operational Excellence**
- Suggest solutions to management team following guest feedback to continuously improve the guest experience.
- Provide data and analysis of guest feedback for the operational teams both on a regular basis and on request.
- Take ownership of online platforms that manage social media and guest review sites, ensuring response times are within agreed SLA.
- Continuously auditing the website ensuring all information is up to date and relevant
- Assist the Operations team with internal guest service audits and feedback.
- Responsible for the regular updating of FAQs on the website in accordance to guest feedback.

**Financial Delivery**
- Report on feedback of the booking systems being down in a timely fashion to minimise the loss of revenue and increase service to guests.
- Ensure all bookings are accurately completed and amendments are completed only when necessary.
- Work closely with external agencies to complete bookings where they are automated.

**Guest Excellence**
- Champion guest excellence across everything, from procedures to face-to-face interaction, acting as a role model to the team while working within the attractions.
- Deliver guest satisfaction and customer service scores in line with agreed internal attraction KPI and external review targets.
- Ensure all guest reviews are responded to within agreed timeframes and attractions are proactively working to grow review numbers.
- Ensure that all social media enquiries are responded to as a priority.

**Skills and Experience**
- A passion for customer Service excellence.
- Call centre or equivalent phone experience for Inbound calls
- Experience of working autonomously and handling multiple projects in a fast-paced environment
- Excellent oral and written communication skills
- Excellent ICT skills and proficient in all office programs (PowerPoint, Word, Excel etc.)
- Ability to work under pressure and meet deadlines.
- A collaborative work ethic which supports the values of Little Lion Entertainment
- Desired
- 'Experience working with a customer support desk system
- Experience working with ticketing or booking systems

**Job Types**: Full-time, Fixed term contract
Contract length: 6 months

Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Manchester, M3 4FP: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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