Guest Services Ambassador

2 weeks ago


Essex, United Kingdom Travel Trade Recruitment Full time

Are you experienced within the Travel and Tourism industry?

Do you have a passion for Travel?

We have the perfect role for you My client based in Essex are looking for a Guest Services Consultant to join their fast-growing team.

**The role**:

- Investigate and resolve all complaints in accordance with our standard procedure and industry guidelines, in a timely and fair manner, to achieve the best possible result for both the customer and the company.
- Ensure all communication is 100% accurate and fully addresses all points raised by the guest.
- Demonstrate a sense of urgency depending on the volume of enquiries and adapt and prioritise as required.
- Demonstrate an empathetic but fair manner when dealing with telephone queries with the aim to effectively resolve the issue.
- Communicate effectively with other departments, the onboard team and external partners.
- Allocate compensation, once agreed by the senior leadership team.
- Log and acknowledge all communications received. (A good level of Excel will be required for this function).
- Maintain the culture in line with the businesses vision and values, ensuring that all guest communication is in line with the businesses 'Tone of Voice' and enquiries are dealt with promptly.
- Occasional work at London Tilbury, regional ports and onboard the ship may be required.
Any other tasks or duties as required by the business.

**The Person**:

- Experience of working within customer service, preferably within the travel industry.
- A high standard of written and spoken English, excellent communication skills and a friendly personality is essential.
- Strong letter writing skills and experience preparing written correspondence for guests.
- Good knowledge and experience of working within ABTA guidelines and regulations.
- Good knowledge of communication-based software packages.
- Discretion and an understanding of confidential issues.

**The Package**:
Salary - £19,000 - £22,000 (depending on experience)

Monday - Friday office hours
Hybrid - 3 days in the office, 2 days at home

**Interested?



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