Sales & Guest Experience Coordinator

6 months 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

If you’re looking to work somewhere truly extraordinarythere’s no place like Cornish Gems.

We are looking for a driven sales and guest experience coordinator to join our team of passionate local travel experts who are deeply rooted into the Cornish way of life and protecting Cornwall and our planet.

As one of our Sales and Guest Experience coordinator you will contribute to drive the sales, bookings and guest experience for our incredible portfolio of Cornwall's finest holiday homes and grow guest retention by ensuring exceptional service standards throughout the entire customer journey.

Reporting to our Head of Sales and Guest Experience you’ll be part of the Guest Experience team to ensure every guest has a holiday experience like no other.

This role will suit a driven individual with demonstrable sales and customer service experience, ideally in a travel setting or the hospitality industry eg Hotel reception, self catering resort, holiday park settings.

If that sounds like you, read more about the role below.

**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 Cornish Gems Portfolio
- An understanding of all guest and owner policies and agreements including: booking conditions, cancellations, discounts, compensation policies and property management service agreements (ie call out bundles, maintenance).

**Key** **Capabilities**
- A winning sales attitude and excellent customer service with determination and confidence to deliver outstanding results
- Excellent interpersonal and customer contact skills with

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