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Sales & Guest Experience Coordinator

4 weeks ago

Truro, United Kingdom Cornish Gems Ltd Full time

**Job Title**: Sales & Guest Experience Coordinator

**Reports** **to**: Head of Sales & Guest Experience

**Reports**: Direct = None

**Location**: Truro, Cornwall

**About Cornish Gems**

Proudly independent, we curate memorable holiday experiences like no other, with the wellbeing of our communities and planet at our hearts.

A Real Living Wage Employer, we were proud to be listed in the top 10 Best Workplaces in Travel Awards (2023) and have recently received our BCorp accreditation as one of only 11 travel companies in the UK.

**The** **Mission**
- Proudly independent, we curate memorable holiday experiences in Cornwall, with the wellbeing of our communities and planet at our hearts.

**The Vision**
- Looking after the health and wellbeing of our people, our planet and our prosperity by creating a business that is a force for good

**Core Values**
- _Creative_: our commitment to creative thinking drives us to embrace innovative ideas with courage and an open-minded approach to finding new solutions.
- _Committed_: we are results-focused, upholding excellence with unwavering enthusiasm and tenacity, ensuring our commitment to success is unmatched
- _Community_: collaboration and relationship building are in our DNA. Inclusivity and teamwork are the cornerstones of our supportive community, ensuring that no one is left behind.
- _Clarity:_ honesty and transparency underpin everything we do. We value integrity and effective communication, ensuring our actions and words are aligned.
- _Challenger_: we continually push boundaries, and go above and beyond, staying focused on the future to remain at the forefront of our industry.

**Job Purpose**
- Passionately create a holiday experience like no other for every guest, at every point of the customer journey: from booking to check out and beyond, through:

- Enthusiastically generating and converting holiday sales
- Ensuring all sales and service interactions provide a positive, customer-centric and solution-focused experience for both our guests and property owners: pre-arrival, during the guest’s holiday and after departure
- Driving guest satisfaction and retention through the delivery of exceptional service.
- Actively support our BCorp mission.

**Key** **Tasks**
- Log all calls and enquiries on the Customer Relationship Management (CRM) system and utilise our database to create lasting customer relationships and loyalty to Cornish Gems.
- Process all bookings in line with company procedures, including ensuring all guests are aware of the damage deposit options, booking conditions and any external factors that may affect their stay (ie building works).
- Support guests and owners to find mutually agreeable (for all parties) outcomes to any unforeseen events that may affect a booking.
- Contact guests prior to their stay to offer our assistance and advice with curating their unforgettable holiday experience and up-sell Gems' services and experience partners (e.g bookable extras).
- Using your knowledge of guest requirements and booking patterns, share ideas on how to maximise holiday sales.
- Undertake courtesy calls/contact to all guests during their stay, following up on any issues as they are raised.
- Handle complaints from when they are raised through to resolution. Ensure effective handover of issues, where required.
- Follow our damage processes, liaising with property supervisors, guests and owners until resolution.
- Handle maintenance issues as and when they arise, following company processes to ensure a timely resolution.
- Manage and respond to guest feedback, liaising with all departments where necessary and evaluate feedback to ensure our customer expectations are being met and exceeded.
- Undertake visits and road tests at properties as and when required to ensure knowledge of the portfolio is current and accurate to assist in the successful conversion of sales leads or assisting with customer queries. Raise any concerns regarding a property following a visit promptly with the relevant department or your line manager.
- Familiarise yourself with all departments and assist with the day-to-day operation of the business, where required.
- Ensure all required administration for the department is undertaken in an efficient and accurate manner.
- Ensure Cornish Gems’ service level and standards for Customer Service are maintained.
- Proactively identify and recommend any administrative efficiencies, solutions or ways to enhance the guest experience service to the HoSGE.
- Ensure compliance with processing of all client information under data protection legislation (GDPR).
- Assist in covering the out of hours telephone service [_Subject to outcome of consultation_]
- Undertake one of the five areas of specialism within the GE team, such as sales, customer service, guest experience, retail or maintenance.
- Any other task commensurate with role or as instructed by management.

**Key** **Knowledge**
- Excellent knowledge of Cornwall and the Cor

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