Join Our Team: Visitor Experience Team Member at Lost Shore
Surf Resort
1 x Full Time (permanent), 1x Full Time (seasonal to end of September), 1 x 32 hour per week (seasonal, 8hrs per day over 4 days to end of September), 1 x 20 hour per week (seasonal, 5 hours per day over 4 days to end of September)
About Us: Lost Shore is about bringing a world-first
and world-beating surf resort to the outskirts of the capital. The largest wave
pool in Europe, arriving next to Europe’s largest indoor climbing arena, is putting Scotland on the map for all the right reasons!
But it’s the range of other activities and leisure offerings
that make us so special, offering something for everyone.
Picture a surfing paradise where surfers, tourists, and
locals converge—a place where adventure meets relaxation.
The Role: Visitor Experience Team Member
As a Visitor Experience Team member with a focus on the back
office, you will play a crucial role in ensuring that our resort's day-to-day
operations run smoothly behind the scenes. You will be responsible for handling
customer queries, managing emails and phone calls, responding to online
reviews, and assisting with administrative duties that support the Visitor
Experience Team. Additionally, you may be required to cover the customer-facing
reception desk and assist with accommodation check-ins when needed to provide
support to the wider team.
What you will be doing:
* Managing Visitor Enquiries: Responding to
customer queries via phone, email, and online platforms, providing timely and
accurate information regarding the resort, bookings, and services offered.
* Administrative Support: Assisting with
back-office tasks such as updating our CRM and bookings system, maintaining
accurate records, and ensuring the smooth operation of our internal processes.
* Handling Online Reviews: Monitoring and
responding to online reviews, ensuring all feedback is acknowledged and
addressed promptly in a professional manner.
* Reception Support: When needed, covering the
customer-facing reception desk, assisting with check-ins and check-outs, and
providing a friendly and professional first point of contact for visitors.
* Collaborating with wider teams: Including the
sales team to help with group bookings and events.
* Problem-Solving: Helping to resolve issues and
concerns raised by customers, ensuring a seamless and satisfactory experience
for all visitors, even in high-pressure situations.
* Maintaining Brand and Financial Standards:
Assisting in upholding Lost Shore’s standards by ensuring adherence to company
policies, financial procedures, and legal requirements, such as GDPR and health
& safety guidelines.
* Financial Aspirations: Working with VE Team
Leaders to meet visitor targets, manage visitor bookings effectively and uphold
our terms and conditions and financial policies.
* Ways of Working: Working with VE Team Leaders to
maintain legal compliance (GDPR), prioritise health and safety, uphold our
brand values and maintain accurate records, to create a secure and trusted
environment for our visitors at all times.
Qualifications, Skills and Experience
* Customer Service Experience: A minimum of 2
years’ experience in a customer service or call center environment.
* Communication Skills: Strong written and verbal
communication skills, with the ability to craft professional emails, manage
phone calls efficiently, and respond to online reviews appropriately.
* Organisational Skills: Ability to juggle
multiple tasks at once, manage inquiries and administrative duties efficiently,
and maintain accuracy in all tasks.
* Problem Solving: Capable of remaining calm and effective
under pressure, quickly resolving issues while ensuring customer satisfaction
remains a priority.
* Tech-Savvy: Proficient in CRM systems, email
communication, and general office software. Experience in managing online
reviews is a plus.
Additional Information:
As a Visitor Experience Team Member, you will need to be
flexible with your schedule to meet the demands of the resort. Our resort
operates seven days a week, with early mornings, late evenings, and weekend
shifts required.
Why join the Lost Shore Team?
* A front-row seat to Europe’s largest inland
surf resort.
* Sunsets over the surf lake (because everyone need a moment
to breathe).
* A team that knows how to have fun at work but equally
understands the value of hard graft.
* A chance to put your stamp on Lost Shore’s legacy.
* On top of an attractive salary you will also enjoy a
competitive benefits package including 28 days paid holiday, pension and lots
more!