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Guest Relations Advisor
2 weeks ago
**Role Profile: Guest Relations Advisor**
**Location: Unity Beach, Somerset**
**Reports to: Guest Relations Manager**
**Role Overview**
As a Guest Relations Advisor, you will be at the forefront of delivering exceptional customer service by effectively resolving guest concerns and ensuring positive experiences. Your primary focus will involve handling and resolving customer issues efficiently and empathetically, both face-to-face and through written communication. Additionally, you will play a key role in managing guest interactions and queries across all social media platforms.
Your exceptional interpersonal skills, proactive attitude, and ability to manage customer expectations through timely communication will significantly contribute to guest satisfaction and loyalty.
**Key Responsibilities**
Customer Resolution & Communication
- Professionally handle guest concerns, providing solutions promptly and effectively, both in person and through written correspondence.
- Deliver empathetic and professional customer service, demonstrating a genuine commitment to resolving issues and improving guest experiences.
- Accurately document guest interactions, maintaining thorough records to facilitate effective follow-up and resolution.
- Collaborate closely with internal departments to ensure timely and satisfactory outcomes to guest issues.
Social Media Engagement
- Monitor and respond proactively to guest queries, feedback, and concerns across all company social media platforms.
- Maintain a consistent, professional, and engaging online presence, positively representing the brand in all interactions.
- Escalate and manage complex or sensitive issues promptly, coordinating responses with relevant departments and management.
- Identify trends and common feedback from social media interactions to proactively suggest service improvements.
Operational Excellence & Collaboration
- Work closely with the wider guest relations team to foster a collaborative approach to issue resolution and customer service excellence.
- Adhere strictly to company guidelines, data protection policies (GDPR), and established communication protocols.
- Support and assist team members, sharing best practices and contributing to continuous team development.
**What You’ll Bring**
- Proven experience in customer service or guest relations roles, ideally within hospitality or related fields.
- Excellent verbal and written communication skills, with the ability to resolve issues empathetically and professionally.
- Proficiency and comfort with managing customer interactions on social media platforms.
- Strong organisational skills, capable of effectively prioritising multiple tasks.
- Confidence in problem-solving, maintaining composure, and providing solutions under pressure.
- Flexibility to work varied shifts, including weekends and evenings, as operationally required.
**Additional Information**
Full training will be provided on company systems, policies, and procedures. The role requires flexibility to accommodate shift patterns, including weekend and evening hours, ensuring comprehensive coverage of guest interactions and social media engagement.
**Job Types**: Full-time, Permanent
**Benefits**:
- Company pension
- Employee discount
- On-site gym
- On-site parking
- Referral programme
Schedule:
- Weekend availability
Work authorisation:
- United Kingdom (required)
Work Location: In person
