Dining Lifestyle Manager at Ten Group

Description

• If you love food, enjoy eating out and discovering new dining experiences, then this role is for you!
• As a Dining Lifestyle Manager you will not only share your passion for all things dining with your teammates but most importantly use your knowledge to help our members secure the best tables according to their preferences whilst meeting deadlines. Some requests will be straight forward such as checking availability and making bookings. Others, however, will be more unusual and will require tenacity and excellent problem-solving skills. You will use your knowledge, contacts and expertise to ensure our service is delivered the highest standard. Last but not least, you will be working in one of the most vibrant and colorful teams where boredom is never on the menu!

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.

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

Benefits

• Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
• All our employees also enjoy a range of benefits regardless of where they are based. Not only do we offer a remote work option, but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program - this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.
• Other benefits that Ten offer, specific to the South Africa office, range between access to ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use, all the way through to various discounts on both travel and entertainment events (the latter is of course available regardless of location). There are also lots of social events throughout the year as well as a break-out room where employees can relax (or, if they wish, play one of the numerous games we provide!) whilst enjoying our latest fruit drop.
• We also offer a company contribution towards medical aid, transport home for those working a late shift (applies to those who don't have a car) and, one of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.

go to method of application »

Key Responsibilities

Accountabilities include but are not limited to:

• Make outbound calls, as per our evolving Engagement Strategy, to members that may be new to the service, have not used the service for some time or have abandoned their recent request for some reason
• Take inbound membership enquiries in an inspiring manner, to encourage sign up and appropriate future use of service, as well as collecting the right data for us to make informed decisions within future product and marketing positioning
• Skilfully seek out reasons for a member’s slow-down in use, inactivity or cancellations and look to reverse each and recapture the member’s membership
• Understanding dissatisfaction, the drivers and how we can solve these
• Understanding, make readily available to colleagues, report, and feedback member preferences, enabling us each interaction with the member to be personalised and build instant rapport
• Act as the advocate for the member at Ten, with a focus on enhancing how we help them understand how to make concierge work for them as an individual
• Ensure new members are expertly welcomed to the concierge, ensuring that they feel connected to as an individual and understand how they personally best use the service
• Improve how we speak with first time users, suggesting and supporting improvements
• Identifying what actions will make a step change in the future of our onboarding processes

Requirements

• Candidate must be based in Cape Town
• Excellent verbal and written communication skills
• A sense of empathy and ability to connect with our members and our people quickly
• A natural curiosity that leads to effective questioning
• A ‘can do, will do’ mindset, willing to get whatever is needed done
• A high sense of ownership in everything you do, it all counts to you
• A role model (or the ability to become so) in the understanding of Ten and its service offering, including our platform and global set up and how the service can be adapted to each individual member
• Proven track record of building trust with members

Benefits

• Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.
• All our employees also enjoy a range of benefits regardless of where they are based. Not only do we offer a remote work option, but employees also get 3 extra days of annual leave in their third year and an extra month of every 5 years. In line with these milestone lengths of service, we also operate a Ten Loyalty Reward program – this is a bonus (although we prefer to refer to this as ‘extra spending money’) that is awarded once these milestones are reached. The thinking behind the program is that not only does it recognise and reward commitment and loyalty to the business, but it can also be used to fund the adventures to be had during sabbaticals – this is the main intention and driving force behind the program. We want to give our people extra spending money so that they can truly enjoy their sabbaticals.
• Other benefits that Ten offer, specific to the South Africa office, range between access to ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use, all the way through to various discounts on both travel and entertainment events (the latter is of course available regardless of location). There are also lots of social events throughout the year as well as a break-out room where employees can relax (or, if they wish, play one of the numerous games we provide!) whilst enjoying our latest fruit drop.
• We also offer a company contribution towards medical aid, transport home for those working a late shift (applies to those who don't have a car) and, one of our more popular perks, working holiday opportunities with the ability to work from any of our 20+ offices without taking annual leave.

Preference will be given to candidates in alignment with the employment equity plan of the organization

Ten works with a small Preferred Suppliers List currently, focused on specialists in each location. Please note we are not accepting any further agencies onto our PSL at this time.