Online guest relations manager
We have a fantastic opportunity for a fixed term 9 month contract (maternity cover) online guest relations manager to join the team at Watergate Bay Hotel.
Reporting to the General Manager, the Online Guest Relations Manager is an exciting role for a customer services professional with hospitality experience. The ideal candidate will be able to write fluently and have a hospitality or tourism background.
What you would be doing on a weekly basis:
Feedback: Manage and respond to all guest feedback on behalf of the General Manager. This will include the businesses own system/s and other feedback platforms including TripAdvisor for Watergate Bay Hotel and its associated brands (Extreme Academy, Zacry’s, Living Space & Beach Hut).
Email communications: Manage customer service enquires received by email and more general email communications on behalf of the General Manager.
Web chat: Support the reservations team by responding to customer service and sales enquires through the Live Chat facility on www.watergatebay.co.uk.
Social media: Support the marketing team by responding to customer service and sales enquires on the Watergate Bay social media accounts.
Sales: Become a fluent user of all our property management and booking software packages. Convert enquirers to bookers and consider upselling opportunities to the benefit of the guest experience and business goals.
General administration: Undertake administrative duties as required
What you offer:
Excellent written communications skills and an understanding of brand tone of voice.
Excellent verbal communication skills.
Customer service experience – this could have been gained in a sales or front of house role/s.
Highly organised with a strong sense of urgency and efficiency in completing work.
Computer literate to a high standard.
Good A-levels and, preferably, a degree – this position would suit an English or Media graduate