USA Resort Rep

Permanent

Competitive

Location: Orlando, Florida

Closing Date: Sunday, 9th March 2025

In a nutshell

As a Resort Rep you'll be responsible for delivering the highest level of personal service to our guests staying in a resort within the USA & Canada, engaging & interacting with customers upon arrival and throughout their holiday. You'll go above and beyond to make their stay even more enjoyable, contributing actively to achieve the company’s Net Promoter Score (NPS) targets whilst fully resolving our customers issues and concerns. You'll build and maintain close working relationships with suppliers and internal customer service department in our UK head office.

Day to day

• Connect with all customers upon arrival, set the best first impression that makes customers want to connect with us during their stay. 
• Ensure daily reports & tracking is completed per policy each day. 
• Build relationships with hotel front desk teams to ensure guests receive the best welcome to Resort. 
• Give advice and tips to enhance the customer's holiday. 
• Support customers across the USA & Canada using digital platform. 
• When scheduled, send handover shift to Duty Office as MCO office closes to ensure seamless handover when our office is closed, 
• Use Service Recovery Best Practices on every call. 
• Be patient and fully understand the complaint, go the extra mile, keep a recovery mindset & prioritize speed of recovery. 
• Preform complaint resolutions within a budget and to agreed SLA/FTR – with focus on same day/1st Call resolution. 
• Submit all cases into the CRM with full information on issues and actions taken. 
• Complete Contact Log for anything not loaded into CRM, as we must understand customers preferred method of contact, Call Drivers & Volumes. 
• Take full responsibility for development and business updates via Workplace. 
• Contribute new ideas and feedback to enhance the customer's experience while building strong teamwork to increase job satisfaction. 
• Support Emergency Procedures for USA & Canada 
• AHOC duties assigned by supervisors or managers to support the business/operation 

About you

Are you a team player with an ability to communicate clearly and professionally with guests, suppliers, and fellow staff? Do you proven customer service skills preferably gained in the hospitality industry? then this could be the role for you.
Alongside the above we're looking for the following in your application:

• Good knowledge of area hotels and attractions across the US
• Experience with Microsoft Word, Excel, Microsoft Dynamics, and Outlook.
• Excellent attention to detail and accuracy.
• Professional, courteous, and friendly telephone manner with the ability to build an easy rapport with guests.
• Ability to handle complaints and upset customers in a calm manner.
• Excellent ability to multi-task and work in a fast-paced environment.
• Excellent communication skills, ability to communicate clearly and professionally with guests, suppliers, and Team members by phone, email, Click 2 chat, Text, etc.
• Ability to handle high volumes of work, working independently.
• Excellent Time Management and self-drive.
• The right to live and work in the US

If the above sounds like you, along with having great critical thinking skills to understand the real issue at hand and drive full and final resolution during the IRR process, then we'd love to hear from you!

Our recipe for leadership

At Virgin Atlantic, our leaders empower teams to thrive through collaboration, innovation, and excellence. Explore our Leadership Recipe and discover the 20 core ingredients that define what it means to lead with us, driving our mission to be the most loved travel company and achieve sustainable profit. Want to learn more? Click here

Be yourself

Benefits 
Virgin offers comprehensive benefits packages to meet the needs and wellbeing of our employees and their families. For eligible U.S. based employees, our benefits include medical, dental and vision coverage for employees and eligible dependents, short- and long-term disability, holidays, paid personal time off, non-revenue travel privileges, 401(k), and much more
Our customers come from all walks of life and so do our colleagues. That’s why we’re proud to be an equal opportunity employer and actively encourage applications from all backgrounds. At Virgin Atlantic, we believe everyone can take on the world - no matter your age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs. We celebrate difference and everything that makes our colleagues unique by upholding an inclusive environment in which we can all thrive. So that everyone at Virgin Atlantic can be themselves and know they belong.
To make your journey with us accessible and individual to you, we encourage you to let us know if you’d like a little extra help with your application, or if you have any individual requirements at any stage along your recruitment journey. We are here to support you, so please reach out to our team, (see our website) feeling confident that we’ve got your individual considerations covered.