The Bicester Collection

Guest Experience Assistant

The Bicester Collection  •  Bicester, GB (Onsite)  •  19 days ago
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Job Description

About the Role

As a member of the Guest Contact Centre Team, you will play a pivotal role in delivering outstanding guest experiences by providing timely assistance on bookings, resolving inquiries, and addressing concerns promptly and effectively. Working collaboratively with various teams across the village, you will be at the forefront of ensuring seamless guest interactions and elevating overall satisfaction levels.

Key Responsibilities

  • Serve as the primary point of contact for guest bookings, inquiries, feedback, and issues, ensuring prompt resolution and exceeding guest expectations.
  • Liaise with internal departments including The Apartment, Retail, Operations, and Security to coordinate responses and actions to address guest needs and concerns.
  • Maintain a comprehensive understanding of Bicester Village's offerings, services, and amenities to provide accurate information and assistance to guests.
  • Proactively identify opportunities to enhance the guest experience through innovative solutions and process improvements, enhancing the overall guest journey from pre-visit to post-visit.
  • Collaborate with the management team to develop and implement guest service initiatives and best practices to optimise guest satisfaction and loyalty.
  • Uphold the highest standards of professionalism, courtesy, and hospitality in all guest interactions, reflecting the luxury experience synonymous with Bicester Village.

Background and Skills

  • Previous experience in a customer service or guest relations role, preferably within the hospitality, retail, or luxury sector.
  • Previous administration experience
  • A passion for delivering exceptional guest experiences and a genuine desire to exceed guest expectation.
  • Exceptional communication skills, both verbal and written, with the ability to engage effectively with guests, colleagues, and stakeholders at all levels.
  • Excellent interpersonal skills, in particular in dealing with international guests, with impact & influence
  • Desire and drive to provide excellent world class hospitality and proven examples of guest experience.
  • Strong problem-solving abilities and a proactive approach to resolving guest inquiries and issues.
  • A collaborative approach to teamwork, and a flexible working style is essential
  • Ability to multitask and prioritise tasks in a fast-paced environment while maintaining attention to detail and quality.
  • Interest in and knowledge of the local area
  • Excellent computer literacy, confident with Office, PowerPoint, Word and Excel Office Applications
  • Flexibility to work shifts, including weekends and holidays, based on operational needs.
The Bicester Collection

About The Bicester Collection

The Bicester Collection is a story of how we transformed ourselves from a real estate company into one of the world's most inventive retailers, creating experiences that delight almost 40 million guests every year. Each of the 11 Villages in the Collection was created with its own narrative reflected in its design and architecture, making them a Collection of unique destinations, located in Europe and China's most important luxury and fashion markets.

Bicester Village ∙ La Roca Village ∙ Las Rozas Village ∙ La Vallee Village ∙ Maasmechelen Village ∙ Fidenza Village ∙ Wertheim Village ∙ Ingolstadt Village ∙ Kildare Village ∙ Shanghai Village ∙ Suzhou Village

Each Village is home to a distinctive curation of international fashion and lifestyle brands, together with celebrated designers unique to the respective regions. Our guests come from all over the world. They seek out originality, unparalleled levels of service, an emotional connection and most importantly, fun.

Its a story of entrepreneurial spirit. We never stand still. That's why and how we achieve DOUBLE DIGIT GROWTH year on year. Our 'secret sauce'? Four different perspectives working together to deliver the magic; real estate, retail, hospitality and curation of experience. When we combine the sense of place, the product, the guest services and the emotional connections, we deliver our brand promise: To offer something extraordinary every day to our guests, our brand partners and our colleagues.

Its a story of a family. Ours is made up of 1,200 colleagues of over 45 nationalities with diverse backgrounds, ages, experience and leadership styles. Our infectious enthusiasm and the fact that every colleague is an entrepreneur at heart is in our DNA and forms the foundation of our culture, which values invention, innovation and risk taking.

Its a story of extraordinary people doing extraordinary things.

Industry
Fashion & Apparel
Company Size
1,001-5,000 employees
Headquarters
Bicester , GB
Year Founded
Unknown
Website
thebicestercollection.com
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