Posted in: Telemarketing/Telesales in California | Posted: |
Job Description
Promptly answer the telephone using a positive and clear voice. Graciously receives guest communication, offering appropriate suggestions – follows up as needed
Promptly respond to guest emails and text messages with proper verbiage and answers
Lead a team to deliver unparalleled customer service
Manage guest feedback in an appropriate and timely fashion
Create processes that grow the business
Maximize profit by upselling experiences
Build strong relationships with guests and wine society members
Track and report on guest feedback, with a business development mindset
Assist senior leadership with planning and budgeting
Work hard to fully understand guest requests, and responds with appropriate actions
Have a deep understanding of local attractions, including wine tours, tastings, events, etc. and uses this information to enhance the guest experience
Promptly completes the reservation process for multiple outlets and events by inputting and retrieving information from a computer system, confirming pertinent information
Remain calm and alert, especially during emergency situations and/or busy days, serving as a role model for other associates
Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and act based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation
Maintain the VIP and tour calendars and bookings. Ensure all staff is aware of important visitors, private tours, etc
Complete annual employee performance reviews for direct reports
Communicate effectively both verbally and in writing to provide clear direction and delegation to staff