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Guest Support Executive

4 months ago

London, UK, United Kingdom The Travel Corporation Full time

The Role

Our Guest Support team manages the experiences of guests requiring extra help due to medical reasons or crisis on their Guided Vacation, by supplying proactive and caring support. This involves being the single point of contact for both guests and family members with any queries or concerns regarding their arrangements and care in the country in which they are traveling.


You will also assess guests’ desired tour suitability depending on their individual specific requirements, including notifying Travel Directors and Ground Handlers of any medical needs or specific requests those guests may have while on holiday.


There may at times be a requirement to resolve conflicts, including dealing with guests with aggressive or erratic behaviour.


Key Responsibilities

  • Day to day communication with Travel Directors. Communicating with our on-road-team and our external suppliers (via phone, email).
  • Providing proactive and caring support to guests that leave their guided trip due to medical reasons or crisis.
  • Provide an out of hours, on-call, phone support on a rota basis.
  • Liaising with our external suppliers on any queries concerning our groups.
  • Assess guests specific requirements.
  • Escalation of issues as required and which may have an impact on safety, PR, or legal liability, etc.
  • Work closely with the UK/European operation team to assist with other projects and tasks


About You

  • Fluency in English, spoken and written; excellent communication skills.
  • Excellent attention to detail with the ability to prioritise.
  • A flexible approach to work and able to adapt to situations.
  • Patient and empathetic.
  • High level of customer service skills and experience.
  • Ability to work without supervision.


Working Hours

This is a seasonal shift-based role, working 4 days on, 2 days off, concluding end of October. The working pattern will include weekends and bank holidays. Shifts will be 8 hours per day, between 8am – 7pm.