Customer Excellence Executive - Weddings and Events

Full Job Description

As a Wedding and Events Sales Executive, you will naturally encompass our values in your day to day which will enable you to deliver the responsibilities within your role successfully.  

• We Love to Pursue Outstanding : Your dedication to the customer will show in everything you do always acting with integrity and accepting nothing short of excellent. Focus on learning from the past and building for the future.  
• We Are Pragmatic : You will care about the growth and prosperity of our hotels, always being practical and taking ownership of your actions.   
• We Focus On Details : Recognise that the little things make a big difference. You will focus on marginal gains to achieve sustainable success, following our processes which underpin everything we do.   
• We Respect Our People And Our Communities : You will be warm and sincere and work in harmony and collaboratively with your colleagues. We don’t tolerate discrimination or unfair bias.  

 You will be:   

• Passionate about people and customers 
• Empathetic and able to build emotional connections easily 
• Able to manage and organise your time appropriately according to priorities 
• Target driven with a high performance attitude 
• An excellent communicator - both written and verbal 
• Capable of building long lasting and meaningful relationships  
• Someone who always acts with honesty and integrity 
• Self-motivated and confident 
• Able to challenge constructively, with a continuous improvement mindset 
• Supportive, empathetic and fun.  
• A strong negotiator with the ability to overcome objectives and secure new business 

Skills and experience required:

• Customer experience background (preferably within a busy contact centre environment) 
• Exceptional communicator, able to demonstrate the ability to build and maintain successful working relationships.  
• Demonstratable experience of using multiple systems to deliver a service.  
• Proficient in an omni-channel environment (voice and emails at present). 
• A background in sales/negotiations is a bonus! 

You will be responsible for:

• Providing an exceptional experience for our customers, focused on First Contact Resolution. 
• Handling large volumes of enquiries and seeking to secure business on every interaction – increasing conversion, maximising revenue generation and budget delivery. 
• Being an integral part of our high performing team and delivering consistent results against a set of KPI’s and Objectives.  
• Maintaining strong relationships with colleagues across the estate ensuring that we all work as one team to deliver customer excellence through our Guest Love programme. 
• Effective use of systems and processes and using information and tools appropriately.   
• Maximising revenue and conversion of all Groups & Meetings Revenue opportunities for hotel portfolio located in the central hub.  
• Developing future and repeat business with both new and existing customers 
• Ensuring enquiries are dealt with in line with the hotel’s selling strategy and in accordance with company and brand standards. 
• Chasing enquiries and managing all stages of the booking in accordance with company standards. 
• Building and maintaining relationships with all key operators and third-party agents to include AGMs and on-site teams. 
• Being fully conversant with all facilities, services and special promotions offered by the hotels and use this information to maximise hotel sales.  
• Ensuring all revenue is tracked accurately and timely. 
• Working closely with Sales teams to optimise contribution of all segments. 
• Meeting the minimum company and industry standards for all Test Calls/Emails/RFP’s 
• Preparing required information and contributing to monthly Commercial Diamond Calls, ensuring that all allocated actions are completed in line with deadlines. 
• Your own personal development, identifying ways you can promote your own growth and sharing with your Line Manager for support.  

This role will include some travel across the estate and to business functions. 

Our amazing benefits

• Do you enjoy travelling? A fun weekend away? We've got you covered with preferential rates.
• Alternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts?
• We also have shopping and discount opportunities in retail, restaurants, and events (because we know life isn't all about work).
• Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estate
• FREE access to the Leisure Club
• Progression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertips!
• KewFest, Employee Appreciation Week, and the Kew Green Awards Evening are all annual events.
• Mental Health and Legal Support with our 24/7, 365 Employee Assistance Line

Who are Kew Green Hotels?

Whether we are passing on a sales lead, creating an on-trend specials dish or simply looking after guests and employees, here at Kew Green we focus on the details. We know that each and every member of our team love to pursue outstanding – and we respect our people and the incredible work they do to look after our guests. And in return? Not only do we offer a highly competitive benefits package, but through our internal career development opportunities and external apprenticeship provider, we also support you wholeheartedly in your own personal pursuit of outstanding.

With an ever-growing portfolio and a number of brands across leading hotel chains including IHG Hotels & Resorts, Marriott International, Wyndham Hotels & Resorts and Hilton, what unites us all is our values.

Irrespective of whether we are finding new ways to take care of our guests or supporting departments we’ve never worked in before – here at Kew Green Hotels, our obsession over the little details is who we are.

When you join the Kew Green family, you'll be part of a fast-growing company that is going global. If you've got ambition, we can match it with endless opportunities - both in the UK and much further afield.