Membership Services Supervisor – Dis-loyalty Ennismore London | Ninth Floor 70 Colombo St, SE1 8DP, London, UK 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: Provide training and coaching to Membership Services Agents Dealing with Member enquires and issues via email and online chat Making bookings on behalf of Members Managing Member profiles Managing and processing Membership cancellations including overseeing team cancel/save strategy. Building and maintaining a good rapport with hotel teams across the globe Customer focused at all times to ensure high standards of hospitality and Member service Assisting the Director of Operations in providing an overview of the Disloyalty Membership for hotel Front Office and Restaurant & Bar teams Assisting with rotas and scheduling Deputising for the Membership Services Manager if required Undertake any other reasonable requests from management Qualifications What we are looking for: Experience of supervising and training teams High level of verbal and written communication skills Experience of working in a customer service capacity Knowledge of hospitality is preferred but not essential Previous experience of working in a Customer/Guest Service centre role is desirable but not essential Fluent in English, both verbal and written You execute. You get things done. You are scarily organised and with incredible attention to detail You take ownership, solve issues and make effective decisions within a team You are all about a positive impact on the people you interact with, whether it is you team or Members You want to be part of a team that works hard, supports each other and has fun along the way You are not precious, we leave our egos at the door and help to get stuff done Ability to learn quickly, think on your feet and adapt to Ennismore’s unique culture Additional Information What’s in it for you:
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