Membership Services Supervisor – Days
Ennismore - London
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 Supervisor - 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 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 Agents
- Dealing with Member enquires and issues via email and online chat
- Making bookings on behalf of Members
- Managing Member profiles
- Managing and processing Membership cancellations including overseeing team cancel/save strategy
- 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
- Assisting the Director of Operations in providing an overview of the Disloyalty Membership for hotel Front Office and Restaurant & Bar teams
- Assisting with rotas and scheduling
- Deputising for the Membership Services Manager if required
- Undertake any other reasonable requests from management
What we are looking for:
- Experience of supervising and training teams
- 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, both verbal and written
- You execute. You get things done.
- You are scarily organised and 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 you team or Members
- 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). This is an office based role.
What’s in it for you:
- 23.5 days holiday (and bank holidays), 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.
- 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.
