Customer Excellence Executive - Reservations, Meetings & Events
| Posting date: | 22 August 2025 |
|---|---|
| Salary: | £26,000 per year |
| Hours: | Full time |
| Closing date: | 21 September 2025 |
| Location: | M1 3HP |
| Company: | Kew Green Hotels |
| Job type: | Permanent |
| Job reference: | c15fc28c915f43baa8b6 |
Summary
As a Customer Excellence Executive, you will naturally encompass our values in your day today which will enable you to deliver the responsibilities within your role successfully.
?We Love to Pursue Outstanding: Your dedication to the customer will show in everything you do always acting with integrity and accepting nothing short of excellent. Focus on learning from the past and building for the future.
?We Are Pragmatic: You will care about the growth and prosperity of our hotels, always being practical and taking ownership of your actions.
?We Focus On Details: Recognise that the little things make a big difference. You will focus on marginal gains to achieve sustainable success, following our processes which underpin everything we do.
?We Respect Our People And Our Communities : You will be warm and sincere and work in harmony and collaboratively with your colleagues. We don’t tolerate discrimination or unfair bias.
KEY ACCOUNTABILITIES:
• Providing an exceptional experience for our customers, focused on First Contact Resolution. • Handling large volumes of enquiries and seeking to secure business on every interaction – increasing conversion, maximising revenue generation and budget delivery.
• Being an integral part of our high performing team and delivering consistent results against a set of KPI’s and Objectives.
• Maintaining strong relationships with colleagues across the estate ensuring that we all work as one team to deliver customer excellence through our Guest Love programme.
? Effective use of systems and processes and using information and tools appropriately.
? Maximising revenue and conversion of all Groups & Meetings Revenue opportunities for hotel portfolio located in the central hub.
? 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.
? Chasing enquiries and managing all stages of the booking in accordance with company standards.
Beyond that, you'll represent our company values and culture, ensuring that service excellence remains our top priority.
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.
Benefits
Our rewards package includes:
- Annual Conference Event and Awards
- Apprenticeships
- Robust career development opportunities and support for personal growth
- Attractive discounts across many major retailers, restaurants, and events
- 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
What you’ll bring to the team
Ideally, you will have some previous experience in a fast-paced, customer facing role and passion for outstanding Customer Service. Due to the nature of the role the ability to anticipate guests needs is highly desirable. You will also be comfortable using a range of technology, including MS Office.
At Kew Green Hotels, we encourage applications from individuals of all backgrounds and abilities. We aim to create an inclusive workplace for everyone. Should you require any reasonable adjustments throughout the recruitment process, please make sure to complete the relevant application questions, or contact recruitment@kewgreenhotels.com if you have any questions. We are committed to supporting any adjustments you may need.
Next steps
A member of the hotel 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 highlight your skills to us. If successful at this stage, you will meet Hotel Manager / Sales Office Manager
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.
Join our Kew-Team today!