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The Opportunity

The Guest Relations Executive will join our Operations Team in delivering an exceptional standard of Guest Service across Scott Dunn. This will include taking ownership for key guest relations support not limited to overseeing and creating action plans in response to guest feedback, as well as monitoring, researching, and assisting with complaints or incidents. In addition to this, the role will also manage and monitor Health and Safety of Scott Dunn products, and act as key support as a guest liaison in response to any incidents as part of the wider crisis management team. This is with the overarching responsibility of championing our guest centric approach and ensuring we maintain an exceptional Net Promoter Score.  

This role would suit a people-driven individual with great service and organisational skills, who is motivated to grow their career within an industry-leading luxury tour operator.

 

Responsibilities

Guest Relations

• Overseeing all guest relations issues throughout the business, providing a point of escalation where needed and ensuring adequate resolution is given quickly to guests and that any compensation is processed accordingly and compliantly
• Reaching out to guests directly when further information is required to ensure any issues can be looked into thoroughly
• Managing the internal CRM system ensuring it is constantly kept up to date with relevant and pertinent information, permitting visibility for all
• Providing ongoing guest relations support and training to team members across the business
• Where necessary, escalating claims to the Senior Operations Manager whilst assisting with any ongoing investigation or required documentation
• Creating feedback reports as and when needed by the Operations or Product team with follow up as needed

Health & Safety

• Managing the Health and Safety audits on suppliers on behalf of all Scott Dunn brands, working with the Health and Safety auditors to carry out scheduled audits
• Following up with suppliers that do not complete or fail audits to ensure amendments and improvements are made where possible
• Working with Destination Managers to ensure suppliers or products that do not meet Health and Safety standards are removed from sale and alternative arrangements provided for guests
• Ensuring information relating to Health & Safety is constantly kept up to date on the internal database
• Working with the Senior Operations Manager to investigate and follow up on any safety related issues raised
• Reporting any incidents involving guests / staff members / suppliers to Insurers in a timely manner with all required information.

Crisis Team

• Acting as family liaison for guests in situations where the crisis team has been activated across the business, providing support and a point of contact in times of need
• Supporting teams in the crisis and incident team with guest centric approach to difficult situations

 

About You

You as our ideal candidate will be a self-starter with strong communication skills (both written and verbal), coupled with an inquisitive approach and meticulous attention to detail, as well as the ability to problem-solve amidst competing demands. Ideally, you will have come from a background in a service-oriented role with inbound/outbound call handling, with travel industry experience further advantageous. In addition, we are also looking for:

• Strong organisational skills with the ability to manage multiple stakeholder engagements, recognise priorities, anticipate risks and issues, and manage time effectively to meet deadlines
• A calm and confident communicator in response to difficult situations, who is an exceptional listener and mirrors our Scott Dunn values and ethos

 

Values & Behaviours 

All employees must promote, understand, and apply Scott Dunn’s workplace values. These are embedded in all roles and applicants must evidence the values as part of the application process.

• In the know - Start by listening. We take the time to understand our guests’ and colleagues needs. Be Precise. We take pride in getting every detail right. Own it. We deliver on commitments we make.
• In the Detail - Love learning. We energetically seek out and share new ideas and insights. Embrace feedback. We continuously seek to improve by sharing and accepting honest feedback. Work with the best. We attract, retrain and partner with the best.
• Inspiring - Look to the future. We constantly seek opportunities to make travel memorable and sustainable. Be more we. We work together collaboratively and value different viewpoints. Win together. We celebrate each other’s successes and have fun.

 

Location

We aim to find someone who would be office based in our London, Hammersmith office.

 

Benefits

We offer very competitive salaries and a great benefits package including the following:

• 23 days annual leave plus bank holidays, rising by 1 day with each year of service (max 30)
• Contributory pension scheme
• 'Cycle to work' scheme
• Subsidised private healthcare
• Company loyalty scheme (Travel Fund)
• Travel insurance
• Recognition awards throughout the year
• Social events
• 1 hour per week paid learning & development / personal growth
• Paid volunteering leave