Resort Rep

In this role you will be responsible for delivering the highest level of personal service to our guests staying in a resort within the USA & Canada. You will create thoughtful experiences that feel brilliant different, as you engage & interact with customers upon arrival and throughout their holiday.

Going above and beyond you will make their stay even more enjoyable, fully resolving our customers issues and concerns, and contributing actively to achieve the company’s Net Promoter Score (NPS).

• Connect with all customers upon arrival, set the best first impression that makes customers want to connect with us during their stay.

• Build and maintain close working relationships with suppliers and internal customer service department in our UK head office.

• Ensure daily reports & tracking is completed per policy every single day.

• Establish relationships with hotel front desk teams to ensure guests receive the best welcome to Resort.

• Give advice/tips to improve the customer's holiday, supporting our customers using our digital platform.

• When scheduled, send handover shift to Duty Office as MCO office closes to ensure a flawless handover.

• On every call be patient and fully understand the complaint/question or challenge. Going above and beyond to keep a recovery mentality & prioritize speed of recovery. Perform complaint resolutions within a budget and to agreed SLA/FTR – with focus on same day/1st Call resolution.

• Submit all cases into the CRM with full information on issues, what you did, and what is left to do.

• Complete Contact Log to ensure we understand the customers preferred method of contact, Call Drivers & Volumes.

• Take full responsibility for development and business updates via Workplace.

• Contribute new ideas and feedback to enhance the customer's experience while building strong teamwork to increase job satisfaction.

• Airport meet and greet or visiting customers in hotel or hospital as scheduled

• Support Emergency Procedures for USA & Canada

• AHOC duties assigned by supervisors or managers to support the business/operation.

Are you a great teammate with an ability to communicate clearly and professionally with guests, suppliers, and fellow staff? Then this could be the role for you.

Alongside the above we're looking for the following to be successful in your application:

• Proven customer service experience, putting the customer at the heart of everything you do
• Good knowledge of area hotels and attractions across the US & Canada
• Experience with Microsoft Word, Excel, Microsoft Dynamics, and Outlook.
• Excellent attention to detail and accuracy.
• Professional, courteous, and friendly telephone manner with the ability to build an easy rapport with guests.
• Ability to multi-task in a fast-paced environment, handling high volumes of work, complaints and upset customers in a calm manner.
• Excellent communication skills, ability to communicate clearly and professionally with guests, suppliers, and Team members by phone, email, Click 2 chat and Text.
• Excellent Time Management and self-drive.

Does the above sound like you? Are you able to use your excellent critical thinking skills to understand the real issue at hand and drive full and final resolution during the IRR process? Then we'd love to hear from you!