Sales & Guest Experience Coordinator

We are looking for a driven sales and Guest Experience Coordinator to join our team of passionate local travel experts.

As one of our Sales and Guest Experience coordinators you will contribute to drive the sales, bookings and Guest Experience for our incredible portfolio of Cornwall's finest holiday homes and grow guest retention ensuring exceptional service standards throughout the entire customer journey.

This role will suit a driven individual with demonstrable sales and customer service experience, ideally in a travel setting or the hospitality industry e.g. Hotel reception, self-catering resort, holiday park settings.

Job Purpose

Passionately create a holiday experience like no other for every guest, at every point of the customer journey: from booking to check out and beyond, through:

• Enthusiastically generating and converting holiday sales.
• Ensuring all sales and service interactions provide a positive, customer-centric and solution-focused experience for our guests.
• Driving guest satisfaction and retention through the delivery of exceptional service.
• Actively support our BCorp mission.

Salary £22,000

25 days holiday per annum plus 8 bank holidays.

Full time Monday to Friday - Weekend availability (work the occasional Saturday)

Key Tasks

• Respond to, and follow up promptly, all holiday enquiries received via email, telephone or face-to-face.
• Undertake courtesy calls/contact to all guests during their stay.
• Handle complaints from when they are raised through to resolution. Ensure effective handover of issues, where required.
• Log all calls and enquiries on the Customer Relationship Management (CRM) system.
• Utilise our database to create lasting customer relationships.
• Process all bookings in line with company procedures.
• Support guests and owners to find mutually agreeable (for all parties) outcomes to any unforeseen events that may affect a booking.
• Contact guests prior to their stay to offer our assistance and advice with their holiday experience and up-sell services and experience partners (e.g bookable extras).
• Manage and respond to guest feedback.
• Undertake visits and road tests at properties as and when required to ensure knowledge of the portfolio is current and accurate.
• Ensure all required administration for the department is undertaken in an efficient and accurate manner.
• Ensure the service level and standards for Customer Service are maintained.
• Ensure compliance with processing of all client information under data protection legislation (GDPR).
• Assist in covering the out of hours telephone service (if required).

If this is something of interest please apply with your CV now

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