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Guest Experience Co-ordinators

Support Roles

Mold, Ashford & Staffordshire


Job Purpose

To conduct all necessary administration duties for the efficient operation of the Guest Services Department on centre and to assist the Guest Experience Manager in everything required to maximise Re-bookings (Rbos) potential; dealing with all customer enquiries and concerns professionally, effectively and efficiently. Being the only point of contact on centre for the groups.

Key Responsibilities -

Answering the telephone, direct call and take messages, in polite & professional manner and provide information to our customers.

Greet all customers entering reception.

Direct customers to correct destinations, issue visitor passes where required.

Lease with the Guest Experience Manager about what Guests we have arriving/departing.

Log and report any issues brought to your attention with the relevant departments, then report back to guests when you have answers.

Ensure all groups have completed the required pre-visit paperwork and this has been communicated to relevant departments.

Complete dorming and send out to all visitors, together with their timetable, and then deal with any enquires that come from this.

Process and file – Emails/Post from/to the schools,

Make Pre-arrival courtesy calls to all groups, and log all contact in the appropriate places.

Essential Criteria -

High school education and minimum of four GCSE’s, C and above
Knowledge of administrative and clerical procedures
Knowledge of Microsoft word and excel, and have excellent keyboard skills
Knowledge of customer service principles and practices
Excellent verbal and written communication skills
Professional personal presentation
Excellent customer service orientation
Organising and planning