Guest Experience Coordinator

Part-Time

We're looking for a Guest Experience Coordinator to join our Guest Experience team! As a Guest Experience Coordinator your role will be to ensure that our guests are happy and remain fans of Turtle Bay by ensuring positive responses to all guest complaints and queries. You will be the face of Turtle Bay to our guests, and will make every interaction people have with us a great one!

Perks of the Job:

• 70% discount at our restaurants for you and up to 6 friends
• Access to wages before pay day with Hastee Pay
• Bonus scheme
• Team socials and events – think HUGE company-wide parties! You’ll be invited to our annual Bay Rocks festival with lots of free cocktails, tasty street food and headline acts
• Exclusive team discounts from hundreds of retailers
• Loyalty bonuses - £100 for every year you work with us!
• Enhanced maternity pay
• 24-hour employee helpline
• Wellbeing Champions to support our teams

Role and Responsibilities:

Guest Experience

· Providing great guest interactions and turning every communication into a positive experience

· Responding to guest queries including reviews, telephone calls and social media to agreed SLA times

· Resolving issues by investigation with the restaurant and providing guest compensation where required

· Escalating unresolvable enquiries to the Guest Experience Manager where necessary

· Maintaining the ResDiary booking system, including maximising covers, restaurant information and large bookings and event enquiries

· Keeping accurate records and documenting guest experience actions and discussions

· Supporting the GE Manager with data and insights for reporting

· Maintain an orderly workflow according to priorities, with support from the Guest Experience Manager

· Maintenance of Turtle Bay profiles on third party sites – Trip Advisor, Google, ResDiary etc

Bookings and restaurant support

· Monitoring sentiment on the sentiment measuring system

· Answering the overflow phone system, trying to capture every booking enquiry and convert them to live bookings

· Helping restaurants with Mystery Diner queries and reviewing question challenges, escalating to the Guest Experience Manager where necessary

· Supporting with the in-house Mystery Diner programme to book diners in, reviewing reports and raising gift card reimbursements

· Driving sales by taking reservations through our central reservations system and proactively approaching potential guests through social media and direct approach

· Responding to the contact email and large booking database where all TB enquiries come in

· Resolving issues by investigation with the restaurant and guest compensation where required

Social Media

The Guest Experience Coordinator will support the Marketing department in generating engaging content, sharing positive experiences and ensuring interactions with our guests are communicated in the brands tone of voice.

Skills and Experience

· Good level of written and spoken English

· The ability to communicate over a variety of media: phone calls, emails, social media etc.

· A positive attitude and good resilience to high pressure and quickly changing situations

· Must work well as a team

Find out more - Turtle Bay Careers - Turtle Bay UK

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