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Guest Services Executive - Required for this luxury cruise company based in South West London. Hybrid role, 25/27k plus bonus and benefits. Experience wise they are looking for someone with a year plus customer services experience within the travel industry.

Guest Services Executive duties:
-To be responsible for responding to all pre and post cruise enquiries and correspondence from guests, either by telephone, email, or letter
-Demonstrate a sense of urgency depending on the volume of enquiries and adapt and prioritise as required. 
- Maintain the highest level of written communications for pre and post travel correspondence. 
- Provide information which is 100% accurate and which addresses 100% of the guest’s questions during each contact.  
- Investigate and resolve all complaints in accordance with company processes and industry guidelines, in a timely and fair manner, to achieve the best possible outcome for both guest and business.  
-  Allocate compensation based on company standards, to the approval of the relevant management. 
- Identify potential problems relating to guest service and proactively work to find solutions to enhance the guest experience. 
-  Communicate to relevant management/internal contacts information about guest needs and expectations, and levels of guest satisfaction. 

Guest Services Executive skills required:
-Twelve months’ experience of working in a customer/guest services environment.
- Travel industry experience (desirable)
- Experience of dealing with and resolving complaints.  
- Experience of managing and exceeding guest expectations.
- Experience in allocating compensation (desirable) 
       
Additional information
-Roughly one in four weekends
-Benefits include a great pension, health care, fam trips etc