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As a Resort Representative, you’ll deliver exceptional, personalised service, both face-to-face and through digital channels to our guests across resorts in the USA & Canada. You’ll engage with customers from arrival through to departure, ensuring their holiday experience is seamless, enjoyable, and memorable. You’ll play a key role in driving our Net Promoter Score (NPS) by resolving issues efficiently and taking ownership to go the extra mile for our customers.
Job Responsibility:
Welcome and connect with customers on arrival, creating a strong first impression
Build relationships with hotel front desk teams to enhance the guest experience
Provide tailored advice and recommendations to improve customers’ holidays
Deliver high-touch, in-person support while confidently engaging customers through digital channels where needed
Complete daily reporting and tracking in line with company policy
Deliver effective service recovery, focusing on first contact resolution
Manage complaints with empathy, speed, and a solution-focused mindset
Record all interactions accurately within CRM systems
Maintain clear communication with UK head office and internal teams
Support emergency procedures across the USA & Canada when required
Contribute ideas to improve customer experience and team performance
Requirements:
Proven customer service experience, ideally within hospitality, travel, or airlines
Strong communication skills with a professional and friendly approach
Ability to manage complaints calmly and effectively
High attention to detail and organisational skills
Confidence working independently in a fast-paced environment
Strong time management and ability to handle high volumes of work
Experience with Microsoft Office and CRM systems (e.g. Dynamics)
Comfortable delivering both high-touch, in-person service and digital customer support, adapting to different customer needs
The right to live and work in the United States
Nice to have:
Knowledge of Orlando / Florida resorts and attractions is desirable
What we offer:
medical, dental and vision coverage for employees and eligible dependents