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Bristol Head Office Kickstart - Guest Experience Coordinator
Summary
Bristol Head Office Kickstart - Guest Experience Coordinator
| Salary | Competitive salary |
| Schedule | Full Time |
| Location | Turtle Bay, 8 Broad Quay, Bristol BS1 4DA, UK |
Bristol Head Office Kickstart - Guest Experience Coordinator
Description
What is the purpose of the role?
The Guest Experience Coordinator role is to ensure the smooth running and giving positive response and logging of all guest complaints and queries, above all ensuring that our guests are happy and big fans of Turtle Bay. You will be the face of Turtle Bay to our guests and will make every interaction people have with us a great one.
Your Key Responsibilities:
Guest Experience
The Guest Experience Coordinator will be responsible for ensuring every interaction our guests have with Turtle Bay is a positive and memorable one, including:
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
The Guest Experience Coordinator will support restaurants with their enquiries, help increase bookings and provide the restaurants with help and assistance when dealing with guest interactions and bookings including:
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 a 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 brand's tone of voice, including:
Interacting with all guest comments on social media and trying to create fun conversations, identifying potential 'gold dust' moments to wow our guests
Creating and posting content for the Turtle Bay digital channels, including blogs, copy, posts and supporting the marketing with generating social content as and when required
Proactively sharing positive engagements and reviews with the marketing team
Supporting the Senior Marketing Manager with influencer requests
Adding and removing members on the Turtle Bay family page, to ensure only current team members have access to the page
Other
The Guest Experience Coordinator will also support the Marketing department with ad hoc requests, as and when required including:
Issuing agreed upon donations and gift cards to local charities
Supporting the Guest Experience Manager with the in-house Mystery Diner programme
Restaurant visits and event support where deemed necessary
Support the Marketing team in all areas, as and when required
Support the HR function with booking hotels and travel for managers in training
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
How will I be measured?
- Guest experience feedback, via Sentiment Search and Mystery Diner
- SLA performance – tickets closed/guests replied to
- Call answering rate
- Sales (booking) conversion
Key Stakeholders
- Guest Experience & Insight Manager
- Ops Managers
- GMs
- Senior Marketing Manager
- Digital Marketing Executive
What does my role look like?
What days am I expected to work?
You are expected to work 5 days a week, there are times when workload may require you to pick up more hours.
What are my Hours of Work?
Your contracted hours of work are 40. At times these hours will vary due to the needs of the business. We can agree this as we go.
Is my role office based?
Yes, your role is primarily based in office, but due to social distancing it will likely be you will also be required to work from home too. If you are not local to Bristol, then this role can be worked from home.
Who do I report to?
You report to the Guest Experience Manager, but have additional stakeholders that may need your support. The Guest Experience Manager will help set the expectations and help prioritise your workload.
Do I have to work weekends and evenings?
Yes, there will be an expectation for you to work evenings / weekends. Whilst we establish how the restaurants perform once reopening we will evaluate the business need and agree suitable rotas.
Will I be dealing with confidential information?
Yes, you may be dealing with sensitive guest feedback and their confidential information. Obviously, we mustn’t share information with others or talk to people about confidential information.
What about my development?
We will have regular check-ins with you to ensure you settle into your role, these will be mainly focused on how you are and output. Are you achieving your KPIs, and what training and support you may need.
What is the purpose of the role?
The Guest Experience Coordinator role is to ensure the smooth running and giving positive response and logging of all guest complaints and queries, above all ensuring that our guests are happy and big fans of Turtle Bay. You will be the face of Turtle Bay to our guests and will make every interaction people have with us a great one.
Your Key Responsibilities:
Guest Experience
The Guest Experience Coordinator will be responsible for ensuring every interaction our guests have with Turtle Bay is a positive and memorable one, including:
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
The Guest Experience Coordinator will support restaurants with their enquiries, help increase bookings and provide the restaurants with help and assistance when dealing with guest interactions and bookings including:
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 a 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 brand's tone of voice, including:
Interacting with all guest comments on social media and trying to create fun conversations, identifying potential 'gold dust' moments to wow our guests
Creating and posting content for the Turtle Bay digital channels, including blogs, copy, posts and supporting the marketing with generating social content as and when required
Proactively sharing positive engagements and reviews with the marketing team
Supporting the Senior Marketing Manager with influencer requests
Adding and removing members on the Turtle Bay family page, to ensure only current team members have access to the page
Other
The Guest Experience Coordinator will also support the Marketing department with ad hoc requests, as and when required including:
Issuing agreed upon donations and gift cards to local charities
Supporting the Guest Experience Manager with the in-house Mystery Diner programme
Restaurant visits and event support where deemed necessary
Support the Marketing team in all areas, as and when required
Support the HR function with booking hotels and travel for managers in training
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
How will I be measured?
- Guest experience feedback, via Sentiment Search and Mystery Diner
- SLA performance – tickets closed/guests replied to
- Call answering rate
- Sales (booking) conversion
Key Stakeholders
- Guest Experience & Insight Manager
- Ops Managers
- GMs
- Senior Marketing Manager
- Digital Marketing Executive
What does my role look like?
What days am I expected to work?
You are expected to work 5 days a week, there are times when workload may require you to pick up more hours.
What are my Hours of Work?
Your contracted hours of work are 40. At times these hours will vary due to the needs of the business. We can agree this as we go.
Is my role office based?
Yes, your role is primarily based in office, but due to social distancing it will likely be you will also be required to work from home too. If you are not local to Bristol, then this role can be worked from home.
Who do I report to?
You report to the Guest Experience Manager, but have additional stakeholders that may need your support. The Guest Experience Manager will help set the expectations and help prioritise your workload.
Do I have to work weekends and evenings?
Yes, there will be an expectation for you to work evenings / weekends. Whilst we establish how the restaurants perform once reopening we will evaluate the business need and agree suitable rotas.
Will I be dealing with confidential information?
Yes, you may be dealing with sensitive guest feedback and their confidential information. Obviously, we mustn’t share information with others or talk to people about confidential information.
What about my development?
We will have regular check-ins with you to ensure you settle into your role, these will be mainly focused on how you are and output. Are you achieving your KPIs, and what training and support you may need.
Details
| Salary | Competitive salary |
| Schedule | Full Time |
| Location | Turtle Bay, 8 Broad Quay, Bristol BS1 4DA, UK |
Skills
Fluent in English
Communication Skills
By applying you confirm you have these skills.
Turtle Bay
| Salary | Competitive salary |
| Schedule | Full Time |
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Turtle Bay, 8 Broad Quay, Bristol BS1 4DA, UK