ROLE SUMMARY: 

The Events and Experience Coordinator is a critical position within the Events and Experience department at Chessington. The role is the main point of contact for our VIP’s, guests and clients and the role provides constant contact throughout the booking journey and beyond. The role combines communication to both Events enquiries and Experience enquiries and ensures that all communication is professional and timely. The role supports every aspect of the booking journey and also ensures that charging and invoicing of clients and guests is accurate.

• Answer all guest queries in a timely manner, ensuring a professional level of response for each guest or client
• Maintain the Events inbox and the Experiences inbox via the Avius portal to ensure all requests are completed, any quotes are raised and invoices and payment links are sent.
• Ensure E&E Leads are made aware of all Experiences taking place and that handover for the next morning is complete.
• Provide quotes for client enquiries for the conference and event space, invoicing of clients and payment links for payment.

KEY RESPONSIBILITIES:

Operational Leadership

• Accurately input Conference packages into the Opera system, ensuring all bookings are correctly prepared and all stakeholders informed.
• Maintain both Events and Experience inbox for new business and ensure all guest/clients are provided with correct information throughout booking journey.
• Monitor and maintain appropriate stock levels for hotel packages, ensuring availability for all bookings within the next 48 hours.
• Support the E&E Sales Manager with the preparation and analysis of weekly performance reports.

Team Engagement & Development

• Work closely with the E&E Leads to ensure all relevant information is shared.
•  Support a positive and motivated team environment by encouraging high standards and operational readiness across the team.

Guest Experience

• Demonstrate a strong commitment to delivering exceptional customer service by anticipating and prioritising the needs of both internal and external guests, consistently maintaining a positive and enthusiastic approach.
• Respond to all guest enquiries efficiently, adhering to service standards of a 3-day turnaround for emails and same-day response for phone queries.

Collaboration & Communication

• Foster clear and effective communication between the E&E team and wider resort departments to ensure seamless operations and collaboration.
• All verbal and written communication is professional and consistent with expectations of the E&E Manager.
• Liaise with Group Events teams to ensure packages are created and shared within a timely manor.

Health & Safety

• Ensure all operational checks and documentation (including area standards and stock management) are completed in line with company policies and safety requirements.

Adaptability 

• Demonstrates flexibility and adaptability in response to changing priorities and operational needs. Willing to take on ad hoc responsibilities and support the business through alternative shift patterns or varying working hours as required 

Attention to detail & Record Keeping 

• Applies a meticulous and data-driven approach to analysing key performance indicators (KPIs), identifying trends, variances, and opportunities for continuous improvement 

• Ensures all processes are executed in full compliance with company policies and procedures 
• Maintains comprehensive and well-organised records, ensuring all processes are executed with precision to prevent discrepancies and uphold operational accuracy 

Collaboration 

• Demonstrates the ability to work collaboratively with others to achieve shared goals. Builds positive relationships, respects diverse perspectives, and contributes to a supportive team environment 

• Promotes a culture of open communication and collaboration, fostering a shared commitment to delivering exceptional guest experiences across all teams. 
• Demonstrates the ability to build and maintain effective relationships that support operational objectives and promote cross-functional collaboration. 

Communication 

• Excellent verbal and written communication skills, with the ability to confidently engage, influence, and build rapport with staff, guests, and stakeholders at all levels. 

• Provides clear, courteous, and professional communication during guest interactions, consistently creating a welcoming and positive experience 
• Effectively communicates in a clear, courteous, and professional manner across multiple channels including phone, radio, email, and digital systems. Ensures messages are understood and appropriately tailored to the audience and context. 

Guest Centric-Approach 

• Consistently strives to enhance the guest experience by proactively identifying and addressing root causes of dissatisfaction, demonstrating a strong commitment to exceptional service and effective issue resolution. 
• Deeply committed to exceeding guest expectations by delivering exceptional experiences through proactive service, personalized interactions, and effective issue resolution. 

Leadership 

• Skilled in mentoring and motivating teams, promoting accountability, and cultivating a high-performance culture focused on excellence. 

Operational Awareness 

• Expert in managing escalated guest issues, consistently delivering high-quality, solutions-focused outcomes aligned with company standards and service excellence. 
• Proficient in utilizing guest management systems, ticketing platforms, and performance analytics tools to support operational objectives and enhance service delivery. 

Problem Solving 

• Ability to identify key actions, prioritize tasks, and resolve issues promptly and effectively. 

• Demonstrates strong critical thinking and creative problem-solving skills to analyse complex guest issues, enhance experiences, and streamline operational processes. 
• Proactively identifies potential challenges or recurring guest feedback themes and implements preventative measures.

• A competitive hourly rate
• Access to Merlin benefits page with discounts on over 1000 fashion and electronic retailers, restaurants, and travel
• 25% discount in our on-site retail shops and restaurants
• 40% discount on Lego
• Merlin Magic Pass - 20 free tickets for you, your family, and friends to enjoy all our Merlin Attractions across the world
• ‘Stay for Less’ Hotel Discounts! We always want to give our people the chance to enjoy our full range of the fun so our ‘Stay for Less’ scheme gives employees the chance to… go on, guess… ‘Stay for Less’ at our Merlin hotels.
• Ongoing training and development opportunities

If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at recruitment@merlinentertainments.biz  and one of the team will get back to you as soon as possible.