Senior Guest Services Executive (GTR1708)
London - Hybrid
Leisure
£30,000 per annum
Full time / Permanent
- Shortlisted
- Hot job
- Featured
Gecko Travel Recruitment are thrilled to be working with this award-winning cruise company based in London who are looking for a Senior Guest Services Executive to join their team on a permanent basis.
As Senior Guest Services Executive you will be responsible for handling all pre- and post-cruise inquiries and correspondence from guests via telephone, email, or letter. You will also provide support to the Deputy Guest Service Manager.
Previous experience in the travel industry, ideally in a Guest Services role, is essential for this position, as it involves handling escalated guest interactions and providing support to junior team members.
The role:
-
Overseeing the Guest Services team to maintain the required standards of service and communication via telephone, letter, and email
-
Providing guidance and mentorship to new team members
-
Handling escalated guest inquiries or complaints from other departments and Guest Services team members
-
Investigating and resolving complaints promptly, following company procedures and industry guidelines, to achieve the best possible outcome for both the guest and the business
-
Ensuring the highest standard of personal written communication for pre- and post-travel correspondence, as well as corporate communications
-
Supporting the organisation and coordination of daily team tasks as directed by the Guest Services Manager
You will have:
-
Minimum 3 years experience in the travel industry
-
Cruise experience ideal but not essential
-
Minimum 12 months experience with written complaints resolution
-
Knowledge of ABTA regulations and arbitration proceedings
-
Experience of managing and exceeding guest expectations
-
Excellent communications skills, written and interpersonal
-
Flexibility to attend company events
Additional Information:
-
Salary £30,000 per annum
- Hybrid working model after initial training period of approximately 2 months
- Flexibility to work shift patterns between the hours of 08:00am and 8.00pm
- 5 days out of 7 on a rotational basis including weekends
- Weekends can be worked from home
- Generous annual leave entitlement
-
Private health insurance and many more fabulous company benefits
If you have experience dealing with guest escalations and handling complaints resolution and you would like the opportunity to work for an award-winning cruise operator, then this could be the role for you.
Please send your CV to hello@geckotravelrecruitment.co.uk quoting GTR1708, alternatively head to our website for more details and to apply: www.geckotravelrecruitment.co.uk
Please note that if you do not hear from Gecko Travel Recruitment within 7 days of your application, you have not been successful on this occasion.
