Customer Excellence Supervisor - Meetings and Events

The role 

Our Customer Excellence Supervisor – Meetings and Events is all about giving customers great experience. The role reports directly to the Customer Excellence Manager and is part of a team based from our Commercial Hub in Crick (NN6 7XR).  

You'll work closely with our sales and hotel teams, to ensure that all aspects of our reservations, Meetings and Events are executed to the highest standards. 

Primary responsibilities include: 

• Handling substantial volumes of enquiries and seeking to secure business on every interaction – increasing conversion, maximising revenue generation and budget delivery. 
• 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. 
• Being a subject matter expert for your colleagues 
• Offering support to your colleagues through coaching and feedback. 
• Supporting your Line Manager within their role when required. 

Who we’re looking for 

The ideal candidate: 

• Have customer experience background (preferably within a busy contact centre environment) 
• Is an exceptional communicator, able to demonstrate the ability to build and maintain successful working relationships 
• Is a strong coach and role model 
• Will be able to demonstrate some leadership qualities  
• Is proficient in an omni-channel environment (voice and emails at present). 
• Understand collaboration and stakeholder interaction/engagement 

A background in sales and/or negotiations is a bonus! 

Full details of the role will be discussed with the shortlisted candidates. If you’d like to find out more about the role before applying, why not reach out to our resourcing team at recruitment@kewgreenhotels.com. 

Next steps 

A member of the Customer Excellence team will be in touch to book a 15-minute chat so we can get to know you better. We will explain the role in detail and you can showcase your skills to us. If successful at this stage, you will be invited for a face-to-face interview. 

Benefits 

Our rewards package includes: 

- Annual performance incentive – T&Cs apply 

- Attractive discounts across many major retailers, restaurants, and Events – you can save up to £500 a year on your grocery shopping! 

- Complementary Employee, Family and Friends discounts in hotels across the Kew Green Hotels portfolio and at partner hotels worldwide! 

- 50% off food and beverage while you stay in our hotels 

- 24/7, 365 days Employee Assistance Line for mental health and wellbeing support, financial and legal advice 

- FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms) 

- Robust career development opportunities and support for personal growth 

Please see below an indication of a timetable we are hoping to work towards: 

Closing date: 2nd April 2024 

Shortlist and telephone screening: w/c 25th April 2024 

Final Interview: 8th April 2024 

Who are Kew Green Hotels? 

Kew Green Hotels is a rapidly expanding global company, with a diverse portfolio across leading hotel chains, including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values.  Please view our website for more details. 

Apply today – we look forward to hearing from you!