Guest Solutions Team Member Job at Butlin's (Hemel Hempstead)

Job Description

As a Guest Solutions Team Member, you will be interacting with our guests via telephone, email, letter & Social Media. You’ll be responding to feedback, queries, and questions to help our guests feel that their concerns have been fully investigated, dealt with and as a consequence they’d like to return.

Job Responsibility

Logging all feedback, queries and questions on to our PRIME system, making sure everything is recorded fully and accurately
Acknowledging receipt of feedback to our guests and helping to build a relationship with them quickly by setting our guests expectation of when we will come back to them, in line with our service level agreement
Working with resort teams to fully investigate feedback, and decide on a way to resolve our guests experience
Calling our guests to discuss their experiences and resolve issues within set time frames
Responding in a positive, empathetic and Butlins style that exceeds our guest’s expectations and addresses the root cause of their experience
Accurately recording resolutions, and following this with an email or letter to guests to confirm
Managing a variety of guests and situations throughout the day
Working with our resort teams and call centre team to support the value chain and help our guests
Visiting our resort teams regularly to build excellent relationships and help our guests
Supporting Customer Care, Sales and Social Media teams when necessary

Requirements

Experience of providing excellent customer service
Good organisational skills to manage many guests at one time
Ability to stay calm and focused in a pressurised environment
Ability to really put yourself in someone else’s shoes and empathise with them about their experience
Experience of dealing professionally and confidently with people at all levels and to ensure the guest always feels valued and listened to
Confidence and credibility to articulate points with clarity
You must be able balance the guests and business needs to find the best resolution
A good written communication with excellent spelling, grammar and punctuation abilities
Problem solving attitude
Ability to think on your feet using knowledge of Butlins to assist guests and team
Working knowledge of Word, Excel and Outlook

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