Customer Excellence Specialist - Weddings and Events

Do you love playing a big part in someone’s happy day? Do you have experience within a Weddings and/or events setting?

If so, we're looking for a Customer Excellence Specialist to join our Weddings and Events team! As our Customer Excellence Specialist, you’ll be responsible for ensuring that every wedding and event is nothing short of exceptional and support our team to do the same. You'll work closely with our sales and hotel teams, to ensure that all aspects of our Weddings and Events are executed flawlessly with a touch of fun and excitement.

If you have what it takes to give our customers and exceptional experience, apply today!

What you’ll be doing as our Customer Excellence Specialist - Weddings and Events:

• Being a second to your Line Manager when required.
• Providing an exceptional experience for our customers, focused on delivering a resolution first time (First Contact Resolution) and creating memorable moments for all of our customers.
• Handling large volumes of enquiries and seeking to secure business on every interaction – increasing conversion, maximising revenue generation and budget delivery.
• Being a subject matter expert for your colleagues within Weddings and Events.
• Developing future and repeat business with both new and existing customers.
• Ensuring enquiries are dealt with in line with the hotel’s selling strategy and in accordance with company and brand standards.
• Ensuring all revenue is tracked accurately and timely.
• Managing third party relationships and external partners as well as engaging stakeholders and the SLT in the absence of your Line Manager.

What will make you a great fit?

• Customer experience background in Weddings and Events. (desired)
• Exceptional communicator, able to demonstrate the ability to build and maintain successful working relationships.
• Demonstratable experience of using multiple systems to deliver a service.
• Experience within a multi-channel environment (e.g. phone, emails, social media)
• A background in sales/negotiations is a bonus!

Our amazing benefits

• Do you enjoy travelling? A fun weekend away? We've got you covered with preferential rates.
• Alternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts?
• We also have shopping and discount opportunities in retail, restaurants, and Events (because we know life isn't all about work).
• Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estate
• FREE access to the Leisure Club
• Progression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertips!
• KewFest, Employee Appreciation Week, and the Kew Green Awards Evening are all annual events.
• Mental Health and Legal Support with our 24/7, 365 Employee Assistance Line

Who are Kew Green Hotels?

Whether we are passing on a sales lead, creating an on-trend specials dish or simply looking after guests and employees, here at Kew Green we focus on the details. We know that each and every member of our team love to pursue outstanding – and we respect our people and the incredible work they do to look after our guests. And in return? Not only do we offer a highly competitive benefits package, but through our internal career development opportunities and external apprenticeship provider, we also support you wholeheartedly in your own personal pursuit of outstanding.

With an ever-growing portfolio and a number of brands across leading hotel chains including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values.

Irrespective of whether we are finding new ways to take care of our guests or supporting departments we’ve never worked in before – here at Kew Green Hotels, our obsession over the little details is who we are.

When you join the Kew Green family, you'll be part of a fast-growing company that is going global. If you've got ambition, we can match it with endless opportunities - both in the UK and much further afield.

Proud member of the Disability Confident employer scheme