Guest Customer Service Executive

* People And Guest Customer Service Executive
* 4 week temporary booking with the possibility to go permanent
* £10 per hour plus holiday pay
* Salary up to £25,000
* Monday - Friday
* 09:00 - 17:00
* Central London
* Start date ASAP
* Experience in a similar role is essential


A leading operator of some of the UK's most popular restaurants, is looking for a Customer Service Executive to work at their head office in Central London.

You will be a guest driven individual, who is understanding and sympathetic to guests' requirements. You will be the first line of contact for guests by email, phone (and the occasional letter) and will be responsible for responding to all guest feedback.

You will be able to project a caring and understanding personality both in person and online to ensure guests feel valued at every point. Representing the Business and the guest, you will be able to spot trends and areas of improvements within the guest journey.

Working within the Concessions and Central HR team, you will be supporting overall management, administration and coordination of activity across the team.

Main Duties and Key Responsibilities

Guest Experience:

* Act as a division representative on TripAdvisor, Google and Facebook - respond to all reviews and create an interactive presence.
* Answer general enquiries from guests and direct these to relevant departments.
* Ensure that all guest feedback are logged on relevant online platforms and are resolved within the division KPIs.
* Ensure that all guest feedback are recorded, categorised and delegated to the correct part of the business from all sources.
* Responsible for managing vouchers sent out from Head Office to guests.
* Produce regular Guests Experience related reports - detailing trends and highlighting issues.
* Create weekly dash board and leader boards for all Centre Parcs restaurants.
* Support Operations in managing complaint responses.
* Produce weekly DES flash report, free text analysis and communicate the info to Ops teams.

Concessions, Central HR and Operations teams:

* Support the HR team in benefits administration.
* Support the HR team in providing references for all employees.
* Update the HR and benefits related websites and spreadsheets.
* Note take at investigations, hearings and interviews where applicable.
* Produce regular and ad hoc HR related reports.
* Carry out additional ad hoc duties as required in order to fulfil the needs of the business.

Essential Knowledge and skills:

* Excellent guest service skills
* High level of competence in Microsoft Office programs in particular: Outlook, Word, Excel and PowerPoint
* Excellent written and oral communication skills
* Works accurately and with attention to detail
* Ability to prioritise work load
* Ability to meet specific deadlines
* Proven self-developer and is committed to growing own skills and knowledge in all relevant fields at all times
* Passionate, focused and driven to deliver results, knowledgeable about the restaurant industry