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Job Title: Guest Services Manager

Department: Sales & Service TeamLocation: Brighton, UK

Reports to: Head of Customer Contact

Direct Reports: Guest Service Executives

Work Pattern: Annualised hours shift work, including weekends and bank holidays.

Job Role Summary:

As a Guest Services Manager, you will support the Head of Customer Contact by leading and motivating the guest services team to achieve and exceed all set targets. You’ll provide friendly, efficient, professional service to direct and third-party customers and external corporate partnerships. You will ensure that the guest services team supply accurate information as required and support them in managing the customer experience through all company communication channels. Leading by example in everything you do, ensuring the customer experience is at the forefront when managing situations and making decisions.

Key Responsibilities and Tasks:

* Ensure all customer complaints are resolved per company policy and escalated to company guidelines.

* Manage customer expectations and ensure all complaints are handled promptly and cost-effectively.

* Efficiently communicate any barriers to internal departments in a timely and professional manner.

* Take ownership and follow up on any outstanding issues.

* Maintain a thorough understanding of the booking terms and conditions.

* Manage the performance of your team and identify personal development needs.

* Deliver coaching and mentoring to enable your team members to meet the requirements of their job roles.

* Maintain a comprehensive understanding of company policies and procedures, ensuring we operate legally and within company guidelines.

* Support the Team Manager and team when required.

PERSONAL SPECIFICATION

Essential

* Open and approachable management style.

* Inspire and lead others to achieve challenging results.

* Ability to use initiative while managing workload and problem-solving.

* Excellent verbal and written communication skills.

* Strong leadership & relationship management with colleagues, internal departments & suppliers.

* Confident in decision-making for the benefit of the customer, your team and the wider business.

* Thrives in a fast-paced, results-orientated environment requiring a high degree of flexibility whilst retaining business disciplines.

TECHNICAL SKILLS OR KNOWLEDGE

Essential

* Good knowledge of Microsoft packages: Word/Excel/Outlook/PowerPoint.

* Excellent attention to detail and numerical accuracy.

* Experience in analysing results.

* Experience in managing customer complaints to achieve the desired outcome for the customer and the business.

* Product knowledge of ski and active holiday market.

* To be commercially aware of holiday trends.

Desirable

* Experience and knowledge of reservation booking platforms.

* Good geographical knowledge.

EXPERIENCE & TRACK RECORD:

Essential

* Experience in managing a target-driven team.

* Outstanding proven success in working with a diverse team to proactively resolve problems and conflicts for the broader organisation’s benefit.

* Experience in training & developing a team.

Desirable

* An active interest in skiing or sailing and other active sports.

* Resource planning & recruitment selection.

* Previous travel industry experience.

QUALIFICATIONS, TRAINING, PROFESSIONAL MEMBERSHIPS OR ACCREDITATIONS

Essential

* Educated to GCSE level or equivalent in Math and English.

Desirable

* Travel or tourism-related higher education qualification.

* Management-related qualification.

NEILSON BENEFITS:

* 25 days holiday + bank holidays. Option to purchase 5 days holiday as extra.

* Auto enrolment into Scottish Widows pension scheme (Employer 4%, employee 5%).

* Life Assurance x 2 salary.

* Additional partner discounts (OOSC, Osprey, Trek, Snow Centre, Temple Spa etc).

* Modern, friendly, casual, upbeat office atmosphere.

* Free on-site gym & shower facilities.

* Free parking within a 10-minute walk from the office.

* Office secure bike storage.

* Great office location in Brighton Marina.

* Highly preferential holiday deals (70% discount + additional discount for children).

* Remote working options.

* Office kitchen/bar – Coffee & tea making facilities.

* Office pool table & darts board.

* Daily fruit basket.

* Free drinks fridge & snacks.

* Cycle to work & Tech scheme (salary sacrifice).

We reserve to close this vacancy before the closing date if a suitable candidate is found.

Guest Services Manager