Concierge Assistant – Part Time (25 hours a week, fixed term contract until Friday 2 October)
Travel and Tourism
Posted: 5th Feb 2020 Closing: 5th May 2020
We pride ourselves on our expertise and service, driven by the business’ enthusiasm for providing exceptional holiday experiences.
The 2020 season will be the launch of our new Concierge team and as Concierge Assistant you will be responsible for assisting the Concierge Manager to deliver exceptional service to our valued customers whilst ensuring all service targets are achieved through meeting specified KPIs. Your role will assist in driving the cultural change of moving the existing administrative based pre-departure function to a concierge, experience based, pre-holiday function.
Deliver improved service scores through constant focus on Net Promoter Score (NPS), call response times, information accuracy and compliance.
Action daily tasks efficiently, notably email distribution, booking status reviews and ensuring operational documentation is current.
Assist in creating clear customer communication across all touchpoints.
Promote booking pre-holiday activities and experiences to our guests.
Key Skills, Knowledge, Experience and Competencies:
Proven track record in a targeted customer service environment.
Ability to work under a high level of pressure and to tight deadlines.
Ability to forge and maintain strong working relationships both internally and externally.
Highly flexible and resilient, ability to bounce back from setbacks and focus on the end result.
Excellent verbal and written communicator – the ability to proactively turn complaints and situations around when needed.
Passport and the ability to travel abroad when the business requires it of you.
Desirable: Travel and Tourism qualification.
Desirable: Good understanding of luxury travel market.
Best suited to:
Parent who needs to do school run.