Job Title : Sales & Guest Experience Coordinator
Reports to: Head of Sales & Guest Experience
Reports: Direct
Location: Truro, Cornwall
If you’re looking to work somewhere truly extraordinary… There's no place like Cornish Gems.
We are looking for a driven sales and guest experience coordinator to join our team of passionate local travel experts who are deeply rooted into the Cornish way of life and protecting Cornwall and our planet.
As one of our Sales and Guest Experience coordinators you will contribute to drive the sales, bookings and guest experience for our incredible portfolio of Cornwall's finest holiday homes and grow guest retention by ensuring exceptional service standards throughout the entire customer journey.
Reporting to our Head of Sales and Guest Experience you’ll be part of the Guest Experience team to ensure every guest has a holiday experience like no other.
This role will suit a driven individual with demonstrable sales and customer service experience, ideally in a travel setting or the hospitality industry eg Hotel reception, self catering resort, holiday park settings.
If that sounds like you, read more about the role below.
Job Purpose
- Passionately create a holiday experience like no other for every guest, at every point of the customer journey: from booking to check out and beyond, through:
- Enthusiastically generating and converting holiday sales
- Ensuring all sales and service interactions provide a positive, customer-centric and solution-focused experience for both our guests and property owners: pre-arrival, during the guest’s holiday and after departure
- Drive guest experience through our network of local partners
- Driving guest satisfaction and retention through the delivery of exceptional service.
- Actively support our BCorp mission.
Key Tasks
- Respond to, and follow up promptly, all holiday enquiries received via email, telephone, website or face-to-face with a view to maximising conversions and achieving sales targets.
- Upsell guest experience opportunities to drive additional revenue through our affiliate schemes.
- Log all calls and enquiries on the Customer Relationship Management (CRM) system and utilise our database to create lasting customer relationships and loyalty to Cornish Gems.
- Deliver our personalised arrival process to surprise and delight our guests to ensure the perfect arrival experience.
- Process all bookings in line with company procedures, including ensuring all guests are aware of the damage deposit options, booking conditions and any external factors that may affect their stay (ie building works).
- Support guests and owners to find mutually agreeable (for all parties) outcomes to any unforeseen events that may affect a booking.
- Contact guests prior to their stay to offer our assistance and advice with curating their unforgettable holiday experience and up-sell Gems' services and experience partners (e.g bookable extras).
- Using your knowledge of guest requirements and booking patterns, share ideas on how to maximise holiday sales.
- Be the first point of contact for guests who are staying at our properties, responding to a variety of issues over the telephone and via email, in a timely fashion.
- Undertake courtesy calls/contact to all guests during their stay, following up on any issues as they are raised.
- Handle complaints from when they are raised through to resolution. Ensure effective handover of issues, where required.
- Follow our damage processes, liaising with property supervisors, guests and owners until resolution.
- Handle maintenance issues as and when they arise, following company processes to ensure a timely resolution.
- Manage and respond to guest feedback, liaising with all departments where necessary and evaluate feedback to ensure our customer expectations are being met and exceeded.
- Undertake visits and road tests at properties as and when required to ensure knowledge of the portfolio is current and accurate to assist in the successful conversion of sales leads or assisting with customer queries. Raise any concerns regarding a property following a visit promptly with the relevant department or your line manager.
- Familiarise yourself with all departments and assist with the day-to-day operation of the business, where required.
- Ensure all required administration for the department is undertaken in an efficient and accurate manner.
- Ensure Cornish Gems’ service level and standards for Customer Service are maintained.
- Proactively identify and recommend any administrative efficiencies, solutions or ways to enhance the guest experience service to the HoSGE.
- Ensure compliance with processing of all client information under data protection legislation (GDPR).
- Assist in covering the out of hours telephone service
- Support in the development and delivery of Concierge Services
- Undertake one of the five areas of specialism within the GE team, such as sales, customer service, guest experience, retail or maintenance.
- Any other task commensurate with role or as instructed by management.
Key Knowledge
- Excellent knowledge of Cornwall and the Cornish Gems Portfolio
- An understanding of all guest and owner policies and agreements including: booking conditions, cancellations, discounts, compensation policies and property management service agreements (ie call out bundles, maintenance).
Key Capabilities
- A winning sales attitude and excellent customer service with determination and confidence to deliver outstanding results
- Excellent interpersonal and customer contact skills with the ability to build rapport and resolve conflict
- Excellent attention to detail, positivity and determination
Key Performance Indicators
- Monthly and Quarterly Sales Targets
- Guest satisfaction & retention / loyalty targets
- Feedback & Complaints handling
- Triple Bottom Line targets including social & environmental goals
Benefits *T&Cs apply
- Salary £24,480 (35 Hours per week)
- 25 days holiday per annum plus 8 bank holidays, with increases based on length of service.
- 2 paid volunteer days per year.
- Enhanced maternity pay.
- Enhanced sick pay.
- Performance related rewards and recognition scheme.
- Discounted stays at properties in our portfolio.
- Range of additional employee benefits which include cycle to work scheme.
About Cornish Gems
Proudly independent, we curate memorable holiday experiences like no other, with the wellbeing of our communities and planet at our hearts.
A Real Living Wage Employer, we were proud to be listed in the top 10 Best Workplaces in Travel Awards (2023) and have recently received our BCorp accreditation as one of only 11 travel companies in the UK.
The Mission
- Proudly independent, we curate memorable holiday experiences in Cornwall, with the wellbeing of our communities and planet at our hearts.
The Vision
- Looking after the health and wellbeing of our people, our planet and our prosperity by creating a business that is a force for good
Core Values
- Creative: our commitment to creative thinking drives us to embrace innovative ideas with courage and an open-minded approach to finding new solutions.
- Committed: we are results-focused, upholding excellence with unwavering enthusiasm and tenacity, ensuring our commitment to success is unmatched
- Community: collaboration and relationship building are in our DNA. Inclusivity and teamwork are the cornerstones of our supportive community, ensuring that no one is left behind.
- Clarity: honesty and transparency underpin everything we do. We value integrity and effective communication, ensuring our actions and words are aligned.
- Challenger: we continually push boundaries, and go above and beyond, staying focused on the future to remain at the forefront of our industry.
Application Details
To apply, please email [email protected] with your CV and a cover letter detailing why you’re interested in applying for the role.
We look forward to hearing from you.
Equality & Diversity:
- Cornish Gems is a company committed to positive change. Together we continue to build an inclusive culture for our team, our suppliers, our owners and our guests. We encourage and celebrate diverse voices and believe our entrepreneurial spirit is fuelled by this.
Job Type: Full-time
Benefits:
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- On-site parking
- Paid volunteer time
- Sick pay
Schedule:
- Monday to Friday (5 days over 7 including weekends)
- Weekend availability (5 days over 7 including weekends)
Ability to commute/relocate:
- Truro: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
Job Type: Full-time
Pay: From £24,480.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Enhanced maternity leave
- On-site parking
- Paid volunteer time
- Sick pay
Ability to commute/relocate:
- Truro TR4 9LD: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
