Membership Services Supervisor

3 weeks ago


London, Greater London, United Kingdom Accor Full time
About Us

We are a leading hospitality company, committed to delivering exceptional experiences for our guests. Our Dis-loyalty programme is an innovative membership initiative that sets us apart from the rest.

Job Description

This is an exciting opportunity to join our Dis-loyalty team as a Membership Services Supervisor. As a key member of our team, you will be responsible for supporting and guiding our Membership Services Agents in their daily tasks. Your primary focus will be on providing an outstanding level of service to our Members, ensuring high standards of customer service and operational excellence at all times.

Key Responsibilities
  • Provide training and coaching to Membership Services Agents to ensure they have the necessary skills and knowledge to deliver exceptional service to our Members.
  • Deal with Member inquiries and issues via email and online chat, responding promptly and professionally to resolve any concerns or complaints.
  • Make bookings on behalf of Members, ensuring accurate and timely processing of requests.
  • Manage Member profiles, including updating information and resolving any discrepancies or errors.
  • Process Membership cancellations, working closely with the team to implement effective cancel/save strategies.
  • Develop and maintain positive relationships with hotel teams across the globe, promoting excellent communication and collaboration.
  • Ensure high standards of hospitality and Member service at all times, providing feedback and guidance to team members as needed.
  • Contribute to general office administration duties, such as data entry and reporting.
  • Support the Director of Operations in providing an overview of the Dis-loyalty Membership to hotel Front Office and Restaurant & Bar teams.
  • Assist with rotas and scheduling, ensuring seamless coverage and effective resource allocation.
Requirements
  • Experience in supervising and training teams, with a proven track record of success.
  • Excellent verbal and written communication skills, with the ability to articulate complex information in a clear and concise manner.
  • Previous experience in a customer service capacity, with a strong understanding of customer needs and expectations.
  • Competent computer skills, with proficiency in Microsoft Office applications and other relevant software.
  • Knowledge of hospitality is preferred but not essential, as we provide comprehensive training and support to ensure your success in this role.
  • Fluent in English, both verbal and written, with the ability to communicate effectively with colleagues and Members.
What We Offer

We offer a competitive salary of £45,000 per annum, plus a range of benefits and perks designed to support your personal and professional growth.

Our benefits package includes:

  • 23.5 days holiday (and bank holidays), pension, and life insurance.
  • A health cash plan to claim money back and access various wellbeing services.
  • Retail and hospitality discounts through our partner programmes.
  • Enhanced family leave and flexible working arrangements.
  • Cycle to work scheme and opportunities for career development.
About Ennismore

Ennismore is a dynamic and innovative hospitality company, dedicated to building a global brand that delivers exceptional experiences for our guests. We are passionate about creating great hospitality experiences and building a portfolio of brands that inspire and delight.

In return for your hard work and dedication, we offer a fun and supportive work environment, where you can grow and develop your skills in a rapidly evolving industry. If you are motivated by challenge and excited about the prospect of joining a pioneering team, then we want to hear from you


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