Service Excellence Advisor - Cape Town, South Africa - Belmond

Belmond

Verified Company

Cape Town, South Africa

2 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

The Service Excellence Advisor will partner with guests to make every journey with Belmond, unique and legendary.

Owning all steps of the post reservation process, from follow up tasks, customer queries through to ensuring all the details are correct and ready for the customer.

They will work closely with all relevant departments to ensure that all actions that are required are fulfilled in a timely and accurate manner.

This position is based at the Cape Town offices, in the Mount Nelson Hotel.

Ensure guest profiles assigned to a booking contain accurate guest data and as many preferences as can be gathered
Upsell

- treat every customer interaction as an opportunity to enhance each and every guest stay by suggesting additional add ons such upgrades, transfers, experiences etc.

Quality control all bookings prior to issuing travel documents and follow up to obtain any missing information or special requests
Ensuring payments are taken, questions answered, tickets and relevant documentation delivered
Making sure every customer has a personal interaction on any queries that they may have

Meet SLA targets such as response times, case/queue management and case classification accuracy in Salesforce Omnichannel

Requirements:

2 years' experience in Front Office or Reservations or customer service role.
Excellent telephone etiquette and verbal communication skills.
Strong organisational skills and a high level of attention to detail.
Ability to work without supervision.

Customer service skills.

Benefits:

At Mount Nelson, we pride ourselves on fostering a culture built on kindness, active listening, and genuine connections with our colleagues and guests.

We offer a comprehensive range of compensation, perks and benefits including:

Competitive basic salary
Loyalty and recognition rewards programs
Employee Assistance & Wellness programs

We strive to create an environment where our employees can thrive both personally and professionally.

With a commitment to your ongoing development, you'll have the opportunity to learn and grow alongside some of the most talented individuals in the industry.

Join us and be part of creating unforgettable moments for our guests, communities, and each other.