Virgin Holidays Recruiting Service Rep - v-room

Virgin Holidays

Job Details

Permanent Contract

 

37.5 hours per week

 

Based in Crawley, West Sussex

 

Competitive Salary Plus Excellent Benefits

 

Closing Date 18 October 2010

Role Purpose

• To promote repeat business by providing a prompt, courteous, timely, friendly, effective and approachable level of excellent service to all guests at all times within the v-room
• To perform a variety of sales, service & support duties as well as ensuring that assigned sales & revenue targets are met on a daily/weekly basis

Responsibilities

Meet and Greet

• Meet and greet customers on arrival at the v-room to provide a high level of service

Customer service

• Assist Virgin customers in the event of flight disruption or delay
• Resolving customer queries or complaints at the airport to reduce post departure complaints
• Provide assistance to customer’s who have special requirements i.e. disability
• Up selling where appropriate to generate additional revenue
• To deal with all queries regarding existing bookings, including re-optioning, upgrading any element of booking, general enquiries
• Greeting area to be kept clean and tidy and ensure the entrance is inviting for customers

Relationships

• Assist and support Virgin Atlantic to provide the highest level of service to Virgin Holidays customer’s at all times
• Continue to build relationships with Virgin Atlantic airport staff and ‘work together’
• In the event of a delay or flight disruption, liaise with U.K. or Overseas hotels to secure hotel accommodation

Training

• To complete training courses when required to ensure the above procedures are met and maintained
• To complete training courses relevant to role to improve skills and to continually improve

Product Knowledge

• Service details- upgrades, destinations, excursions, tours, shows etc
• Attend and participate in sales and customer service meetings and product/skills training sessions
• Familiarize self with every new edition brochure including your flight destinations
• Familiarize self with all new product offerings & hotels and learn any new resulting operational procedures

Requirements

• Proven experience in using ATOP competently/previous ticketing experience is desirable
• Demonstrated ability to using Shares and galileo
• Demonstrate excellent product knowledge, including airport operations, hotels and attractions. Previous ticketing experience is desirable
• Proven face to face Customer Service experience
• Demonstrated ability to communicate effectively at all levels
• Flexible attitude towards shift work which may change according to our flying programme
• Approachable and well presented
• Ability to make a decision in a pressured and/or stressful environment
• Confident and ability to work alone or in a small team
• Dealing with children (talks, play, listen)
• Ability to adhere to all company policies, procedures and guidelines

Please note you will be redirected to the business website to complete your application.