Position Overview:

Working alongside the Reservations & Events Manager and the Guest Experience Team, you play a major role in ensuring our customers enquiries and bookings are answered quickly and efficiently.
You will have a talent for customer service with an engaging phone manner and a problem-solving mindset. As you will often be the first point of contact for customers, you will play a key role in our total “guest experience”.
This role will service reservations and enquiries for the whole venue.

Key Attributes:

• Friendly, professional and customer focused.
• Ability to build strong relationships, you are personable and approachable
• Extremely organised, have high attention to detail and exceptional follow-up skills
• Natural people person, always looking at extra ways to drive revenue
• A creative flair, with the ability to envisage and bring to life the customer’s requirements.
• Flexible and adaptable and solutions focused

Key Responsibilities:

• Answering a large volume of phone and email enquiries
• Resolving customer service questions
• Building relationships with our venue managers
• Managing and building rapport with guests to ensure their expectations are exceeded
• Sending daily reservations reports
• Working closely with the Reservation & Events team to communicate and deliver on guest experience
• Troubleshoot any booking challenges
• Help to grow Shell House’s reputation as a preferred venue through top quality customer service.
• Update and review Resdiary and address any conflicting bookings
• Call and address any booking changes with guests
• Troubleshoot guest challenges

Reporting Structure:

• This role reports to Reservations & Events Manager
• This role will have a strong relationship with the Guest Experience Team, Restaurant Manager and Venue Manager(s).

What we need from you:

• At least 12 months experience in a customer service role, experience in a call centre, reservations or concierge role will be a distinct advantage
• Have experience working in a fast pace environment
• Be a team player and support team goals
• Demonstrated attention to detail and ability to multitask
• Exceptional communication skills both written and verbal
• Passion and energy in your work, calm, polite and guest focussed
• Outgoing and proactive
• Experience in using Reservations software an advantage
• Proficient in both Microsoft Office and Google Suite.

It is essential you have the flexibility to work a rotating roster including weekdays and weekends. Your hours will be between 10am - 6pm.