Membership Services Supervisor – Dis-loyalty

Membership Services Supervisor – Dis-loyaltyEnnismore London | Ninth Floor 70 Colombo St, SE1 8DP, London, UKWe 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 DescriptionYour 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 AgentsDealing with Member enquires and issues via email and online chatMaking bookings on behalf of MembersManaging Member profilesManaging and processing Membership cancellations including overseeing team cancel/save strategy.Building and maintaining a good rapport with hotel teams across the globeCustomer focused at all times to ensure high standards of hospitality and Member serviceAssisting the Director of Operations in providing an overview of the Disloyalty Membership for hotel Front Office and Restaurant & Bar teamsAssisting with rotas and schedulingDeputising for the Membership Services Manager if requiredUndertake any other reasonable requests from managementQualificationsWhat we are looking for:Experience of supervising and training teamsHigh level of verbal and written communication skillsExperience of working in a customer service capacityKnowledge of hospitality is preferred but not essentialPrevious experience of working in a Customer/Guest Service centre role is desirable but not essentialFluent in English, both verbal and writtenYou execute. You get things done.You are scarily organised and with incredible attention to detailYou take ownership, solve issues and make effective decisions within a teamYou are all about a positive impact on the people you interact with, whether it is you team or MembersYou want to be part of a team that works hard, supports each other and has fun along the wayYou are not precious, we leave our egos at the door and help to get stuff doneAbility to learn quickly, think on your feet and adapt to Ennismore’s unique cultureAdditional InformationWhat’s in it for you:23.5 days holiday (and bank holidays), pension and life insuranceA health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeingTreat yourself with lots of retail & hospitality perks through our partnersExcellent discounts across the entire Ennismore family for you and your nearest and dearest (even after you leave!)Extra time off to volunteer with one of our partner charitiesCycle to work schemeEnhanced Family LeaveJoin an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.The chance to challenge the norm and work in an environment that is both creative and rewarding.Become part of a team that’s very passionate about creating great hospitality experiences and building a portfolio of brands.Great discounts across the entire Ennismore family (which you get to keep even if you decide to leave us!)A competitive package and plenty of opportunity for development.Workplace/Working Hours:This is an office based roleThis role is rota based working on a 4 on 4 off schedule (including a 30 minute break per shift)
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