Job Description

*** Contact Centre Team Leader - Mayfair - Luxury Hospitality Brand - £33,500 ***

Calling all French Speaking 4* & 5* Guest Service Managers & Hospitality FOH Managers to join an amazing collection of hospitality venues & hotels for their Contact Centre!

Inhabit the essence of great living, refined elegance & bespoke service throughout the entirety of the collection! This is a great opportunity offering fantastic benefits like a financial contribution towards lunch daily, complimentary stays with breakfast included in 9 resorts alongside world-class development opportunities & exclusive access to a bespoke discount platform featuring thousands of retailers!

Monday to Friday: 07:00 - 22:00 | Saturday and Sunday: 08:00 - 19:00

Duties will include:

• Lead the team of reservations specialists and executives at all levels to provide exceptional customer service ensuring guests receive the best experience.
• Developing the team to optimise conversions of all enquires to achieve operational excellence and maximise revenue.
• Collaborate with the other Team Leaders to manage the operational contact centre team to coach and develop specialists, enhancing their skills and performance.
• Collaborate with the various hotel teams, as well as the Contact Centre Quality, Training and Development, and Operations teams, to ensure optimal performance of the contact centre
• Successfully deliver on financial & service-based expectations.
• Uphold and reinforce values of Passion, Personality, Respect, Working Together and Creativity through daily actions.
• Deliver targeted regular coaching & feedback for meetings with your team to optimise performance and identify areas of development.
• Improve team engagement with initiatives and projects to boost morale and personal development
• Report to the Customer Service Lead, supporting them in managing absences & assessing performance

If you are interested in applying for this role and confidentially discussing this opportunity, apply now or send your CV