Customer Experience Specialist

4 weeks ago

Exeter, Devon, United Kingdom Situ Full time
About Situ

Situ is a leading serviced accommodation agency headquartered in Exeter, Devon. We connect people with choice corporate accommodation that feels like home, wherever in the world they might be. With a global supply chain spanning over 144 countries and an ever-growing team, we're on an exciting journey.

Job Purpose

The role of Hospitality Specialist forms part of Situ's busy Operations Team, ensuring our clients and guests receive a seamless journey throughout all stages of their reservation process. As a Hospitality Specialist, you will support your team to finalise the last stages of our client and guests' booking process, you will be responsible for ensuring our guests have a full understanding of their upcoming reservation details and arrival process; whilst also ensuring our guests receive the best experience possible throughout their stay.

Key Responsibilities
  • Arrange each guests check-in promptly in line with Situ's KPI
  • Monitor and allocate emails within the Situ shared inbox
  • Support the team in offering our Clients a 'hassle-free' booking process
  • Offer exceptional customer service to our Clients, Guests, and Suppliers at all times
  • Work with Suppliers to resolve any issues that occur during a Guest's reservation
  • Additional administrative duties as required
  • Maximise all opportunities to develop and nurture new and existing relationships (clients, suppliers, colleagues etc.)
  • Follow and support company policies and procedures
What We Offer
  • 27 days of holiday per year (including two reset days) plus bank holidays and your birthday off.
  • Workplace pension - employer contribution increasing with length of service.
  • Training support and growth opportunities.
  • Quarterly awards for experience days.
  • Company events.
  • Long service awards.
  • The opportunity to travel.
  • Private health insurance.
  • Enhanced policies such as maternity and paternity.
  • Employee assistance programme, including 24-hour access to a GP.
  • Free eye test.
  • Salary sacrifice programmes for electric vehicles, cycle equipment and tech.
  • Subscription to online benefits and discount package.
  • Company bonus scheme.
  • The opportunity to join employee-led committees.
  • Access to mental health first aiders and Diversity, Equity and Inclusion champions.
Requirements
  • Highly motivated with a positive 'can do' attitude
  • Exceptional attention to detail
  • Upholding of company values
  • Provide outstanding customer service
  • Adaptable to the needs of the business
  • Continually seeks personal and professional development
  • Excellent time management and organisational skills
  • Exceptional communication skills, both verbally and written
  • Commercially astute
  • Confident with IT to include Microsoft Office products and CRMs

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