Job Description
As a Resort Rep you'll be responsible for delivering the highest level of personal service to our guests staying in a resort within the USA & Canada, engaging & interacting with customers upon arrival and throughout their holiday. You'll go above and beyond to make their stay even more enjoyable, contributing actively to achieve the company’s Net Promoter Score (NPS) targets whilst fully resolving our customers issues and concerns. You'll build and maintain close working relationships with suppliers and internal customer service department in our UK head office.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Customer
Connect with all customers upon arrival, set the best first impression that makes customers want to connect with us during their stay.
Ensure daily reports & tracking is completed per policy each day.
Build relationships with hotel front desk teams to ensure guests receive the best welcome to Resort.
Give advice/tips to enhance the customer's holiday.
Support customers across the USA & Canada using digital platform.
When scheduled, send handover shift to Duty Office as MCO office closes to ensure seamless handover when our office is closed,
In Resort Resolution (IRR)
Use Service Recovery Best Practices on every call. Be patient and fully understand the complaint, Go the extra mile, keep a recovery mindset & Prioritize speed of recovery. Preform 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 for anything not loaded into CRM, as we must understand 1. customers preferred method of contact, Call Drivers & Volumes.
Solid product knowledge across the USA & Canada.
Achieving Goals
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.
ADHOC
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.
Job Requirements
Good knowledge of area hotels and attractions across the US
High school diploma or GED equivalent.
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 handle complaints and upset customers in a calm manner.
Excellent ability to multi-task and work in a fast-paced environment.
Excellent communication skills, ability to communicate clearly and professionally with guests, suppliers, and Team members by phone, email, Click 2 chat, Text, etc.
Ability to handle high volumes of work, working independently.
Excellent Time Management and self-drive.
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