Dining Lifestyle Manager at Ten Group

**6 month fixed-term Contract with a possibility to go Permanent**

Who We Are

At Ten our goal is simple, to become the most trusted service business in the world.

• We are already the global market leader for lifestyle management and concierge services, providing services from a 22 strong global office network with over 800 employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.
• We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.
• To find out more about working at Ten, hear from some of our people and have a sneak peek at our offices, please watch this short video here.

Key Responsibilities

Management of members’ requests

• To acknowledge requests and provide a detailed response to the member to meet or exceed their expectations
• To reply to members within deadline
• To liaise with members, suppliers and Ten staff to provide the best possible content as a response to a members request
• To always act in the best interest of the member, ensuring their needs are met
• To resolve each job in the most resourceful, intelligent way
• To investigate opportunities to add value to the request and exceed the members expectations
• To undertake research for any jobs that do not fit into our existing

Build relationships and rapport with our members

• To ask the member open questions in order to better understand their needs, interests and requirements
• To talk to members about other areas of the service (besides the one you work in) in order to encourage full use of the service and repeat business
• To gather member feedback from members previous requests and send this feedback through appropriate channels to ensure we are keeping the member satisfied and encouraging them to use the service repeatedly
• To maintain high standards of service and communication with the member throughout the request/member journey
• To work closely with restaurants in order to book or hold tables for our members without it having a detrimental effect to our relationship with the restaurant
• To demonstrate you can confidently negotiate a benefit with a restaurant and be able to obtain a booking when the member cannot themselves.

Administration

• To keep administration and research relating to the members or the members requests up to date in real time on the in house knowledge managers system in a timely manner with 100% accuracy to ensure the members requirements are clearly translated into the right actions to minimise any potential confusion that can be caused by mistakes
• To ensure that any requests that could result in commission for ten are capitalised on and accurate invoicing is produced.

Member Satisfaction

• To work with the member satisfaction team and MSA in your team in order to continually drive high levels of member satisfaction and service enhancements
• To assist in customer care issues where necessary to deliver swift and effective resolution and minimize any negative impact/turn any negative impact into positive.
• To bring to the attention of the Team Leader any feedback, problems or issues arising with process of the team that could negatively impact our members, to ensure they are actioned and we continue to improve.
• To confidently give member the belief that if you are unable to secure their first option that the LM as the specialist is then offering the next best option

Build relationships and rapport with our suppliers (restaurants)

• To ask the member open questions in order to better understand their needs, interests and requirements
• To talk to members about other areas of the service (besides the one you work in) in order to encourage full use of the service and repeat business
• To gather member feedback from members previous requests and send this feedback through appropriate channels to ensure we are keeping the member satisfied and encouraging them to use the service repeatedly
• To maintain high standards of service and communication with the member throughout the request/member journey

Requirements
Skills / Qualifications

• At least 3 - 4 years' of relevant work experience in hospitality ideally within the dining scene
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills
• Passionate about engaging with members
• Administration and planning
• Computer literacy - Word, Excel, PowerPoint, Outlook

Competencies

• Strong planning and organisational skills
• Results orientation
• Member focus
• Adaptability
• Team work
• Initiative and Pro-activity
• Attention to detail/accuracy
• Positive Outlook and Self-Confidence