📑 Job description

As a Customer Experience Specialist, you will contribute directly to customer satisfaction. Working within the Sales department, you will be a key player in the 5-star image and service delivered by Little Guest, from the first call through to the completed and confirmed booking.

You will gather as much information as possible, find the best solutions, organise families’ stays and exceed their expectations thanks to all the additional services offered in constructive collaboration with all our partners (hotels and other service providers).

You will report to the Head of Sales and will always work closely with all the company’s departments on a cross-functional basis, depending on the tasks and projects assigned to you.

 

💻 Responsibilities

Strategic tasks

– Relations with the 350 hotels in the collection and all partners

– Gather key information from customers to create a personalised holiday plan and provide initial advice

– Personalising the customer experience through our concierge service (booking kids’ clubs, airport transfers and other activities linked to the customer’s stay)

– Providing input for ongoing improvements to processes and the development of our offer

– Monitoring customer feedback, responding appropriately and taking any necessary action

– Support the Sales/Marketing team in gathering information useful for sales (services offered by the hotels) and for updating our website

– Support for the Sales team in following up special offers and promotions with customers

 

Day-to-Day tasks

– Be a Little Guest ambassador by answering the phone enthusiastically and professionally (transferring calls when necessary)

– Be a « first point of contact » by answering emails, phone calls and WhatsApp in order to qualify the request.

– Anticipate and respond to customer requests using a carefully structured follow-up system

– Solicit and follow up with our partners to obtain rapid and effective responses, in order to provide our customers with an optimum response rate and reactivity.

– Daily relations and problem solving with our customers and partners

– Encoding the various requests/projects and useful information in the CRM in order to create « detailed and well-crafted » files

– Collect and analyse customer feedback, share it with the team and follow up with hotels and partners as appropriate

– Regularly and proactively follow up with customers who have not yet received a response regarding the organisation of their specific or as yet undefined project.

– To manage stock and « gift » shipments and liaise with the workshop responsible for handling.

 

🤓 Profile

The ideal candidate will have experience in the hotel industry, tourism, customer service and/or sales of « upmarket » products.

 

Technical skills – Hard skills

– CRM (customer database)

– Mastery of sales and customer relationship management techniques

– Impeccable spelling and level of elocution

 

Transversal skills – Soft Skills

– Passion for the luxury hotel industry

– A taste for travel

– Sensitivity to the world of childhood and the family

– Telephone skills

– Excellent interpersonal skills

– Commercial sense

– Good listening and service skills

– Excellent organisational skills

– Attention to detail

– Thoroughness

 

Language skills

– Perfect command of spoken and written French

– Perfect command of spoken and written English

– Fluency in Dutch is a HUGE advantage

 

🏢 Working environment

– Offices in the heart of Brussels

– Start-up atmosphere

– Teleworking policy

– Autonomy

– Challenging environment

– Possibility of staying in the hotels in the collection