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Membership Services Agent – Days

Ennismore - London

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Company Description

Ennismore is a creative hospitality company with a global collective of entrepreneurial and founder-built brands with purpose at their heart. Made up of three business units, comprising 15 brands; 130 operating hotels and resorts, with over 140 in the pipeline; 76 iconic venues, and over 300 restaurants and bars. Ennismore puts innovation at the centre of everything it does, with four dedicated in-house specialist studios, a creative studio of interior and graphic designers; a digital product and tech innovation lab, and a partnerships and collaborations unit. Ennismore is committed to positively impacting the world, with a key focus on creating inclusive communities among its teams and in the places it calls home.

Job Description

Membership Services Agent - Days

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. This role 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.

Your purpose: 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:

  • Dealing with Member enquires and issues via email and online chat
  • Making bookings on behalf of Members
  • Building and maintaining a good rapport with hotel teams across the globe
  • Customer focused at all times to ensure high standards of hospitality and Member service
  • General office administration duties
  • Undertake any other reasonable requests from management

What we are looking for:

  • High level of verbal and written communication skills
  • Experience of working in a customer service capacity
  • Competent computer skills
  • Knowledge of hospitality is preferred but not essential
  • Previous experience of working in a Customer/Guest Service centre role is desirable but not essential
  • Fluent in English 
  • Since we’re global several speaking additional languages is an advantage
  • You execute. You get things done.
  • You are scarily organised with incredible attention to detail
  • You take ownership, solve issues and make effective decisions within a team
  • You are all about a positive impact on the people you interact with, whether it is your team or our guests
  • You want to be part of a team that works hard, supports each other and has fun along the way
  • You are not precious, we leave our egos at the door and help to get stuff done
  • Ability to learn quickly, think on your feet and adapt to Ennismore’s unique culture

Working Hours:

  • This role is rota based working on a 4 on 4 off schedule (including a 30 minute break per shift)

What’s in it for you:

  • 23.5 days holiday, pension and life insurance
  • A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing
  • Treat yourself with lots of retail & hospitality perks through our partners
  • Excellent 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 charities
  • Cycle to work scheme
  • Enhanced Family Leave
  • Join 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.
  • A competitive package and plenty of opportunity for development.
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