Service Excellence Advisor at Belmond Mount Nelson Hotel

This position is based at the Cape Town offices, in the Mount Nelson Hotel.

• Ensure guest profiles assigned to a booking contain accurate guest data and as many preferences as can be gathered
• Upsell- treat every customer interaction as an opportunity to enhance each and every guest stay by suggesting additional add ons such upgrades, transfers, experiences etc.
• Quality control all bookings prior to issuing travel documents and follow up to obtain any missing information or special requests
• Ensuring payments are taken, questions answered, tickets and relevant documentation delivered
• Making sure every customer has a personal interaction on any queries that they may have
• Meet SLA targets such as response times, case/queue management and case classification accuracy in Salesforce Omnichannel

Requirements

• 2 years’ experience in Front Office or Reservations or customer service role.
• Excellent telephone etiquette and verbal communication skills.
• Strong organisational skills and a high level of attention to detail.
• Strong computer proficiency and email communication skills.
• Ability to work without supervision.
• Customer service skills.