Service Excellence Advisor

The Service Excellence Advisor will partner with guests to make every journey and stay 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.
- In addition to the day to day the Service Excellence Advisor will, when required, shift into other aspects of customer reservations.

**Post sales & administrative**:

- All tasks and activities related to a customer post booking. Ranging from 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.
- Meet assigned targets ensuring we meet any key deadlines required.
- Ensure guest profiles assigned to a booking contain accurate guest data and as many preferences as can be gathered.
- Treat every interaction in a professional manner and yet done in a conversational, natural and warm manner.
- Using all channels of communication.
- Working proactively with operations to ensure any immediate customer contacts or changes required are carried out within the given time frames.
- Processing customer requests quickly and accurately.
- Adjustments to customer’s itinerary and ensuring they are kept informed.
- Working within provided guidelines suggest perks or enhance opportunities for our most loyal guests.
- 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.

**Data & Technology**
- Show expertise in all systems required to carry out day to day tasks, such as HMS, Travel Studio, Salesforce Omnichannel and InfoHub. Be true champions of systems and technology that aid the guest experience and journeys.
- Ensure our guest profiles are kept up to date and accurate as possible. Take ownership for each guest interacted with to capture all information and ensure it is entered correctly into the necessary systems. Identify duplicate profiles and flag for merging to ensure database is kept as clean as possible.
- Meet and exceed targets set for data capture and complete customer requests prior and post stay.
- Suggest enhancements or new ways of working within the systems where a process can be improved on.
- Be a true owner and gatekeeper for InfoHub ensuring it is up to date with rich and relevant information in order to be able to provide guests with all the details and information they would need both to confirm a reservation and prior to stay.
- Request additional information be added to the InfoHub where there are gaps or missed storytelling opportunities.
- Continuous monitoring and feedback given on AI routing for ongoing improvements and accuracy.

**Requirements**:

- Ensure that you work in a safe manner to avoid harm or injury to yourself or others.
- Promote Health & Safety within your department, ensuring compliance within the department and that Health & Safety directives are carried out. Report any Health & Safety concerns you may observe.
- Comply with all reasonable and lawful instructions, policies and procedures that are in force at the time, including, but not limited to, Health & Safety, Financial, Information Technology and Human Resources policies and procedures.

**Benefits**

Training & Development
Meal vouchers when on duty at the office

**Location**:

- Italy, Rapallo

Department:

- Front Office & Guest Relations

Employment type:

- Full-time

**Experience**:

- Associate