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C&M Travel Recruitment Logo C&M Travel Recruitment · Customer Service

Guest Services Executive

United Kingdom, London · Job Posted May 31, 2026
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Job Description

Guest services executive - Required for this luxury travel company based in South West London. Hybrid role, 25/28k plus bonus and great benefits. Experience wise they are looking for someone with a year plus customer services experience within the travel industry. Ideally with some cruise knowledge

Job Responsibility

  • Responding to all pre and post cruise enquiries and correspondence from guests, either by telephone, email, or letter
  • Demonstrate a sense of urgency depending on the volume of enquiries and adapt and prioritise as required
  • Maintain the highest level of written communications for pre and post travel correspondence
  • Provide information which is 100% accurate and which addresses 100% of the guest’s questions during each contact
  • Investigate and resolve all complaints in accordance with company processes and industry guidelines, in a timely and fair manner, to achieve the best possible outcome for both guest and business
  • Allocate compensation based on company standards, to the approval of the relevant management
  • Identify potential problems relating to guest service and proactively work to find solutions to enhance the guest experience
  • Communicate to relevant management/internal contacts information about guest needs and expectations, and levels of guest satisfaction

Requirements

  • Twelve months’ experience of working in a customer/guest services environment within the travel industry, ideally with cruise knowledge
  • Experience of dealing with and resolving complaints
  • Experience of managing and exceeding guest expectations
  • Experience in allocating compensation (desirable)

Nice to have

  • Experience in allocating compensation
  • cruise knowledge

What we offer

  • great pension
  • health care
  • fam trips
  • life insurance
  • 20 days holidays with the option to buy a further 5
  • paid sick pay
  • amazing discounts on their products
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