Belmond Service Excellence Advisor

Belmond Ltd.; Cape Town; On-site; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Competitive basic salary

Loyalty and recognition rewards

Employee Assistance & Wellness

Job summary

Belmond Mount Nelson in Cape Town seeks a Service Excellence Advisor to own the post-reservation process, ensuring accurate guest details and timely completion of all tasks. You will partner with departments to fulfill actions and upsell add-ons to enhance stays.

Requirements include 2 years in front office or reservations or customer service, excellent telephone etiquette, strong organization, and solid computer and email skills. Join a culture of kindness and guest-centric service.

Qualifications

• 2 years’ experience in Front Office or Reservations or customer service role.
• Excellent telephone etiquette and verbal communication skills.
• Strong organisational skills and a high level of attention to detail.
• Strong computer proficiency and email communication skills.
• Ability to work without supervision.
• Customer service skills.

Responsibilities

• Ensure guest profiles assigned to a booking contain accurate guest data and as many preferences as can be gathered
• Upsell- treat every customer interaction as an opportunity to enhance each guest stay by suggesting additional add On’s such upgrades, transfers, experiences etc.
• Quality controls all bookings prior to issuing travel documents and follow up to obtain any missing information or special requests
• Ensuring payments are taken, questions answered, tickets and relevant documentation delivered
• Making sure every customer has a personal interaction on any queries that they may have
• Meet SLA targets such as response times, case/queue management and case classification accuracy in Salesforce Omnichannel

Skills

Front Office / Reservations / customer

Telephone etiquette

Verbal communication

Organisational skills

Attention to detail

Computer proficiency

Email communication

Ability to work without supervision

Customer service skills

Job description

The Service Excellence Advisor will partner with guests to make every journey with Belmond, unique and legendary. Owning all steps of the post reservation process, from follow-up tasks, customer queries through to ensuring all the details are correct and ready for the customer. They will work closely with all relevant departments to ensure that all actions that are required are fulfilled in a timely and accurate manner.

Primary Responsibilities Include

• Ensure guest profiles assigned to a booking contain accurate guest data and as many preferences as can be gathered
• Upsell- treat every customer interaction as an opportunity to enhance each guest stay by suggesting additional add On’s such upgrades, transfers, experiences etc.
• Quality controls all bookings prior to issuing travel documents and follow up to obtain any missing information or special requests
• Ensuring payments are taken, questions answered, tickets and relevant documentation delivered
• Making sure every customer has a personal interaction on any queries that they may have
• Meet SLA targets such as response times, case/queue management and case classification accuracy in Salesforce Omnichannel

What You Bring:

• 2 years’ experience in Front Office or Reservations or customer service role.
• Excellent telephone etiquette and verbal communication skills.
• Strong organisational skills and a high level of attention to detail.
• Strong computer proficiency and email communication skills.
• Ability to work without supervision.
• Customer service skills.

What We Offer:

At Mount Nelson, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests. We offer a comprehensive range of compensation, perks and benefits including:

• Competitive basic salary
• Loyalty and recognition rewards programs
• Employee Assistance & Wellness programs

We strive to create an environment where our employees can thrive both personally and professionally. With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry. Join us and be part of creating unforgettable moments for our guests, communities, and each other.