Guest Experience Team Member
| Posting date: | 27 September 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 27 November 2024 |
| Location: | Prestonpans, East Lothian, EH32 0QF |
| Company: | Bourne Leisure |
| Job type: | Permanent |
| Job reference: | req62419 |
Summary
Come and join our One Great Team here at Haven as a Guest Experience Team Member!
As part of our Guest Experience Team, with a focus on complaints handling, you will…
- Serve as the initial point of contact for our guests and owners, addressing any concerns or issues they may encounter
- Process complaints to support our Guest & Owners Team Manager providing accurate reporting on guest feedback
- Thoroughly investigate complaints, documenting all details, and offering effective solutions tailored to each situation
- Handle complaints with professionalism, escalating when necessary to ensure swift resolution
- Follow up complaints through check-in calls, ensuring their satisfaction with the resolution of their concerns
- Collaborate closely with the wider Guest Experience Team to ensure all our guests and owners enjoy an unforgettable holiday experience
- Extend a warm welcome to guests as they arrive at our bustling reception area
- Share your insider's knowledge of the local area with our guests, enriching their stay with tips and recommendations for an unforgettable experience
- Collaborate seamlessly with our team to swiftly and effectively address any queries or concerns our guests may have, ensuring their comfort and satisfaction throughout their stay
- Oversee and ensure the allocation system is up to date
What’s In It For You?
- Free use of our Leisure Facilities, including swimming pool
- Up to 50% Discount off food on Park and 20% discount in our shops
- Opportunity to use our Corporate Box at the O2 Arena
- Fantastic Discounts with many national Brands & Retailers
- 20% Discount to you, your family & friends across Haven & Warner Leisure Hotels
- Reward & Recognition Schemes
- Training and development opportunities including fully funded qualifications
- Fantastic Health, Mind & Money Support Programme
- Enhanced family friendly policies and pay* (eligibility criteria applied)
Pay Rates: 16 to 17 £7.50, 18 to 20 £9.97, 21+ £11.44 per hour
Experience and Qualifications
You don’t need experience to join our Guest Experience Team. You may already be a Complaints Handler, have experience as a Customer Service Advisor or Guest Relations Team Member but if not, that’s ok! We will provide the training and support required to ensure you are great at what you do. All we are looking for is…
Warm and welcoming communication skills: You should feel comfortable expressing yourself clearly and kindly, especially when things get busy. Showing understanding and empathy towards our guests needs.
Who are we?
We’re part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.
What’s it like to work with us?
Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.
Working hours are on a rota over a 7 day period and could include evenings and weekends (depending on role). Our Guest Experience Team usually work 40 to 45 hours per week, we aim to offer flexibility where we can, including full or part time hours.
We would love to hear from you
If you would like to apply for this role, click apply now. We will ask you a few questions which may take around 5 minutes, then click submit and one of the Team will be in touch.
What can you expect during the recruitment process?
When invited to meet with us, you will have an interview and either a practical assessment or a skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.
We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk
As part of our Guest Experience Team, with a focus on complaints handling, you will…
- Serve as the initial point of contact for our guests and owners, addressing any concerns or issues they may encounter
- Process complaints to support our Guest & Owners Team Manager providing accurate reporting on guest feedback
- Thoroughly investigate complaints, documenting all details, and offering effective solutions tailored to each situation
- Handle complaints with professionalism, escalating when necessary to ensure swift resolution
- Follow up complaints through check-in calls, ensuring their satisfaction with the resolution of their concerns
- Collaborate closely with the wider Guest Experience Team to ensure all our guests and owners enjoy an unforgettable holiday experience
- Extend a warm welcome to guests as they arrive at our bustling reception area
- Share your insider's knowledge of the local area with our guests, enriching their stay with tips and recommendations for an unforgettable experience
- Collaborate seamlessly with our team to swiftly and effectively address any queries or concerns our guests may have, ensuring their comfort and satisfaction throughout their stay
- Oversee and ensure the allocation system is up to date
What’s In It For You?
- Free use of our Leisure Facilities, including swimming pool
- Up to 50% Discount off food on Park and 20% discount in our shops
- Opportunity to use our Corporate Box at the O2 Arena
- Fantastic Discounts with many national Brands & Retailers
- 20% Discount to you, your family & friends across Haven & Warner Leisure Hotels
- Reward & Recognition Schemes
- Training and development opportunities including fully funded qualifications
- Fantastic Health, Mind & Money Support Programme
- Enhanced family friendly policies and pay* (eligibility criteria applied)
Pay Rates: 16 to 17 £7.50, 18 to 20 £9.97, 21+ £11.44 per hour
Experience and Qualifications
You don’t need experience to join our Guest Experience Team. You may already be a Complaints Handler, have experience as a Customer Service Advisor or Guest Relations Team Member but if not, that’s ok! We will provide the training and support required to ensure you are great at what you do. All we are looking for is…
Warm and welcoming communication skills: You should feel comfortable expressing yourself clearly and kindly, especially when things get busy. Showing understanding and empathy towards our guests needs.
Who are we?
We’re part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.
What’s it like to work with us?
Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.
Working hours are on a rota over a 7 day period and could include evenings and weekends (depending on role). Our Guest Experience Team usually work 40 to 45 hours per week, we aim to offer flexibility where we can, including full or part time hours.
We would love to hear from you
If you would like to apply for this role, click apply now. We will ask you a few questions which may take around 5 minutes, then click submit and one of the Team will be in touch.
What can you expect during the recruitment process?
When invited to meet with us, you will have an interview and either a practical assessment or a skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.
We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk