Overview
To be a key part of a multi skilled team that excels in customer service through inbound/outbound calls and other multi communication channels. Provide an industry leading service to all customers that positively promotes the brand and Village values. Manage Customer Service contacts across all channels including email, voice, chat, social media, travel agent portals and other digital channels. Responsibilities include but are not limited to delivering sales & service for all business and leisure customers, gym members, corporate clients and travel agents.
Responsibilities
* Respond to all enquiries in a timely, confident and professional manner, displaying a clear and comprehensive knowledge of the hotels, their facilities and details, taking every opportunity to up sell and refer business at all times.
* Ensure that all relevant customer information is captured accurately at first point of contact and is protected at all times to ensure that information gathering regulations are adhered to (GDPR, PCI).
* Ensure that all communication is recorded effectively and relevant stakeholders are advised of action required.
* Ensure all communication and correspondence is logged according to policy for each contact with a customer or member.
* Support with the resolution of complaints/issues politely and swiftly, ensuring the customer is fully informed on the steps to be taken and time scales. Ensure that the escalation process or referral to another department is logged and followed if the customer contact is outside your scope of knowledge.
* Carry out ad hoc administrative duties as required to fulfil each contact and those directed by your Team Leader for the business.
* Ensure that all revenue opportunities are maximised and other targets are achieved in all communication with customers.
* Maximise add-on opportunities in subsequent customer contact.
* Ensure the customer has a clear and transparent understanding of any terms and conditions connected with a booking.
* Ensure that all relevant information for bookings is communicated to the hotel in line with company procedures.
* Build and maintain close internal working relationships to ensure the successful delivery of the team objectives and targets, and support colleagues within the department and the wider team to achieve company targets.
Key Performance Indicators
* Take ownership of your own KPIs including but not limited to sales, customer contact, quality and adherence.
* Customer satisfaction reflected in positive feedback.
* Standard Operating Procedures are followed.
* Acceptable levels of absenteeism.
* Excellent inter-departmental communication and co-operation.
* High morale within the team and no issues with teamwork of all stakeholders.
* Highly motivated self-starter with a can-do attitude.
* Track record of delivering both sales and service in a hospitality environment.
* Passionate about becoming a product expert, actively acquiring knowledge about the company and products.
* Excellent communication skills across all channel types.
* Exceptional eye for detail.
* Must demonstrate flexibility to adapt to different work types.
* Capable of handling objections and negotiating with confidence.
What we offer
* Work, Grow, Play! Here at Village Hotel Club we are all about embracing personality, individualism and fun. We create lively, modern spaces for our guests to work, eat, relax, play and exercise.
* Join us and we can offer you benefits such as:
* Complimentary Health and Wellness Membership at your home Club for you and a family member/friend worth 1,500 a year.
* Discount on all overnight stays at Village Hotels (from 35) with a friend and breakfast.
* Friends and Family discounted stays from 49 including breakfast.
* 50% discount on Food and Drink purchased on or off shift at any Village Hotel Pub & Grill.
* 30% discount on and off shift in Village Hotel Starbucks stores.
* Excellent training and development including our Rising Stars and Talent Academy programmes.
* A modern training approach across several hotel areas using our Mobile Gaming training platform.
* Discounts and cashback offers on many High Street Brands and Supermarkets.
* A range of Well-being and Healthcare benefits and monthly well-being programmes for all employees.
* Mental health first aiders and up to 2 mental health days annually.
* Financial wellbeing support via Wagestream.
* Access to our Employee Assistance Programme for support and counselling.
* Flexible working hours.
* A fun, supportive and inclusive work environment with regular team events.
* Excellent Reward and Recognition schemes and anniversary rewards for service milestones.
* Electric car salary sacrifice scheme.
* Birthday leave
* Discounted Health Cash plan and Sick pay Insurance.
* A range of BIG People Days to celebrate and recognise employees and their local communities.
* Enhanced maternity and paternity benefits and pay.
* Company Pension scheme.
* Life Insurance.
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