Company Description
We are looking for a Membership Services Supervisor to join our Dis-loyalty team here at Ennismore.
In Summer 2023 Ennismore launched a global Membership programme – Dis-loyalty - to provide guests with the opportunity to be part of a loyalty programme like no other. Supervising the Membership Services Team is an exciting opportunity to grow with a team that will provide an outstanding service to our Members and to be part of shaping an exciting new initiative.
Job Description
Your purpose: To offer support and guidance to the Membership Services team on a day-to-day basis. To provide naturally friendly, helpful, and responsive level of service to our Members and ensure high levels of customer service and operational excellence at all times.
What you will be doing:
1. Provide training and coaching to Membership Services Agents
2. Dealing with Member enquires and issues via email and online chat
3. Making bookings on behalf of Members
4. Managing Member profiles
5. Managing and processing Membership cancellations including overseeing team cancel/save strategy.
6. Building and maintaining a good rapport with hotel teams across the globe
7. Customer focused at all times to ensure high standards of hospitality and Member service
8. General office administration duties
9. Assisting the Director of Operations in providing an overview of the Disloyalty Membership for hotel Front Office and Restaurant & Bar teams
10. Assisting with rotas and scheduling
11. Deputising for the Membership Services Manager if required
12. Undertake any other reasonable requests from management
Qualifications
What we are looking for:
13. Experience of supervising and training teams
14. High level of verbal and written communication skills
15. Experience of working in a customer service capacity
16. Competent computer skills
17. Knowledge of hospitality is preferred but not essential
18. Previous experience of working in a Customer/Guest Service centre role is desirable but not essential
19. Fluent in English, both verbal and written
20. You execute. You get things done.
21. You are scarily organised and with incredible attention to detail
22. You take ownership, solve issues and make effective decisions within a team
23. You are all about a positive impact on the people you interact with, whether it is you team or Members
24. You want to be part of a team that works hard, supports each other and has fun along the way
25. You are not precious, we leave our egos at the door and help to get stuff done
26. Ability to learn quickly, think on your feet and adapt to Ennismore’s unique culture
Additional Information
What’s in it for you:
27. 23.5 days holiday (and bank holidays), pension and life insurance
28. A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing
29. Treat yourself with lots of retail & hospitality perks through our partners
30. Excellent discounts across the entire Ennismore family for you and your nearest and dearest (even after you leave!)
31. Extra time off to volunteer with one of our partner charities
32. Cycle to work scheme
33. Enhanced Family Leave
34. Join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.
35. The chance to challenge the norm and work in an environment that is both creative and rewarding.
36. Become part of a team that’s very passionate about creating great hospitality experiences and building a portfolio of brands.
37. Great discounts across the entire Ennismore family (which you get to keep even if you decide to leave us!)
38. A competitive package and plenty of opportunity for development.
Workplace/Working Hours:
39. This is an office based role
40. This role is rota based working on a 4 on 4 off schedule (including a 30 minute break per shift)