Senior Guest Services Executive - Newark

Center Parcs
12 Oct 2016
09 Nov 2016
Sport & Leisure
Contract Type
Full Time
We're a thriving team passionate about working together to deliver excellence, all in a natural forest environment. Join the UK's number one short break destination. We are proud to have more than 7,000 team members across five Center Parcs Villages and Head Office, working to create memorable experiences for families in beautiful forest locations. ABOUT THE BENEFITS Annual profit share/management bonus Staff Reward Scheme Free use of leisure facilities Discounted Center Parcs breaks 20% discount in restaurant and retail outlets ABOUT THE ROLE We are looking for a Senior Guest Services Executive for our busy Head Office Guest Services team. In this role, you will support the Head of Guest Services to achieve the full guest service journey. You will have specific responsibility for the smooth day-to-day running of the Head Office Guest Services team (post stay) with a wider service influence expected within the Contact Centre and Village teams. Previous experience of handling difficult/complicated issues within a customer complaint environment is essential. The ability to interpret reports, analyse trends and make recommendations for process changes is also required. The successful candidate will also be required to present their findings, so a good working knowledge of Microsoft Excel and PowerPoint is required. Excellent verbal and written communication skills will be required as you will be a focal point for advice for all matters relating to guest service and management of serious guest complaints/situations. Experience of problem solving will also therefore be required, along with demonstrable decision making experience. The ability to work with colleagues at all levels is required as you will interact with other departments across the business on occasion. Experience of managing and coaching a medium sized service-focused team, including an administrative function is essential. HOURS OF WORK You will be contracted to work 150 hours per 4 week period. Normal Head Office working hours are 9am to 5pm, Monday to Friday, however flexibility may be required. ABOUT YOU Essential requirements: Experience of problem solving, especially escalated guest issues within a Guest Services/Customer Complaints or Call Centre environment Experience of managing and coaching a medium sized service-focused team, including administrative function The ability to interpret and analyse trends, make recommendations for process change and create, present and interpret reports/findings in a suitable manner Demonstrable accountability and success in making final decisions related to guest service issues and team matters Ability to work with staff at all levels of organisation, from Directors to colleagues on-village, with confidence and assertiveness, and on own initiative Confident communicator with strong influencing and negotiation skills Demonstrable ability and experience to handle difficult/complicated guests and situations Good systems knowledge e.g. Lotus, Microsoft packages, TourRes and Elite. Proven high standard of written English, to GCSE level, Grade C or equivalent, as minimum Administration and excellent writing skills A strong awareness of role and significance of social media channels and forums Desirable requirements: Experience of working with Business Objects Closing date: 25 October 2016 at 12 Noon.