Guest Services Ambassador ( Travel )

Success Recruit Ltd; Thurrock; On-site; GBP 24,000; Full time

Job summary

A premium brand in the travel sector is seeking a Guest Services Ambassador to join their passionate team. The ideal candidate will provide exceptional customer service through various communication channels and ensure guest queries are handled effectively. With opportunities for hybrid working and team socials, this role is perfect for those who thrive in a fast-paced environment. Salary is £23,850 per annum.

Benefits

Hybrid working model after training

Supportive and friendly team environment

Annual team socials

Opportunities to travel

Qualifications

• Previous experience in customer service or retail; travel industry experience is desirable but not essential.
• Excellent written and verbal communication skills.
• Ability to multitask effectively and prioritize workload.
• Professional and discreet manner with understanding of confidentiality.

Responsibilities

• Deliver exceptional customer service across multi-channel communication platforms.
• Respond to guest queries in a timely and professional manner.
• Ensure all communication accurately addresses guest concerns.
• Handle queries with a calm, solution-focused approach.
• Liaise with internal departments and external partners as needed.
• Log and acknowledge communications received.

Skills

Customer service experience

Efficient multitasking

Excellent communication skills

Professional and discreet manner

Job description

Overview

Success Recruit are currently working with a premium brand in the travel & hospitality sector, with offices based in South Essex, who are seeking a Guest Services Ambassador to join their growing, passionate team.

Responsibilities

• Deliver exceptional customer service across the business's multi-channel communication platforms including telephone, email, and social media.
• Respond to all guest queries across communication platforms in a timely and professional manner.
• Ensure all written and verbal communication is accurate and fully addresses guest concerns.
• Handle telephone queries with a calm and solution-focused approach in line with brand tone.
• Liaise with internal departments, onboard teams, and external partners when required.
• Log and acknowledge all communications received.
• Attend regional ports or join ships on occasion, if required.
• Participate in a rota for the 24/7 Emergency Support Line.
• Undertake additional tasks or responsibilities as needed by the business.

Qualifications

• Previous experience in customer service or retail; travel industry experience is desirable but not essential.
• Excellent written and verbal communication skills.
• The ability to multitask effectively and prioritise workload.
• A professional, discreet manner and understanding of confidential issues.

Benefits

• The opportunity to join a stable, growing company with a premium reputation.
• A supportive and friendly team environment.
• Hybrid working model after training (3 days in office, 2 from home – Wednesdays in-office required).
• Annual team socials and opportunities to travel.

Hours & Salary

Hours: Monday - Friday, 9:00am - 5:30pm. Office-based 3 days per week (Wednesdays essential) with 2 days working from home following training. Occasional Saturdays required on a rotational basis only – 9:00am - 5:00pm.

Salary: £23,850 per annum.

Role context

This is an ideal opportunity for someone who enjoys variety in their work, thrives in a fast-paced environment, and is passionate about delivering first-class guest experiences. The Guest Services Ambassador will focus on providing impeccable customer service both pre and post-travel. All communication — written and verbal — must reflect the company's luxury brand and tone of voice.

About applying

Dear Job Seeker: we value your application. We are unable to respond to everyone directly due to high volumes, but we will review your CV and, if you meet the experience needed for this vacancy, a member of the team will be in touch shortly. In the meantime, we wish you all the best in your job search.

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