Position Summary:
As a member of the Guest Contact Centre Team, you will play a pivotal role in delivering outstanding guest experiences by providing timely assistance on bookings, resolving inquiries, and addressing concerns promptly and effectively. Working collaboratively with various teams across the village, you will be at the forefront of ensuring seamless guest interactions and elevating overall satisfaction levels.
Key Responsibilities:
1. Serve as the primary point of contact for guest bookings, inquiries, feedback, and issues, ensuring prompt resolution and exceeding guest expectations.
2. Liaise with internal departments including The Apartment, Retail, Operations, and Security to coordinate responses and actions to address guest needs and concerns.
3. Maintain a comprehensive understanding of Bicester Village's offerings, services, and amenities to provide accurate information and assistance to guests.
4. Proactively identify opportunities to enhance the guest experience through innovative solutions and process improvements, enhancing the overall guest journey from pre-visit to post-visit.
5. Collaborate with the management team to develop and implement guest service initiatives and best practices to optimise guest satisfaction and loyalty.
6. Uphold the highest standards of professionalism, courtesy, and hospitality in all guest interactions, reflecting the luxury experience synonymous with Bicester Village.
Background and Skills:
7. Previous experience in a customer service or guest relations role, preferably within the hospitality, retail, or luxury sector.
8. Previous administration experience
9. A passion for delivering exceptional guest experiences and a genuine desire to exceed guest expectation.
10. Exceptional communication skills, both verbal and written, with the ability to engage effectively with guests, colleagues, and stakeholders at all levels.
11. Excellent interpersonal skills, in particular in dealing with international guests, with impact & influence
12. Desire and drive to provide excellent world class hospitality and proven examples of guest experience.
13. Strong problem-solving abilities and a proactive approach to resolving guest inquiries and issues.
14. A collaborative approach to teamwork, and a flexible working style is essential
15. Ability to multitask and prioritise tasks in a fast-paced environment while maintaining attention to detail and quality.
16. Interest in and knowledge of the local area
17. Excellent computer literacy, confident with Office, PowerPoint, Word and Excel Office Applications
18. Flexibility to work shifts, including weekends and holidays, based on operational needs.