Customer Sales Agent Apprentice SHANGRI-LA HOTELS PTE LIMITED

Reporting to the Customer Sales Manager, the Customer Sales Agent is responsible for the complete reservations process (we call it Customer Sales in Shangri-La). You will be delivering an exceptional customer experience at the point of booking with both telephone and email reservations.

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Closing date: 22 Sep 2017

Apprenticeship summary

  • Annual wage

    £20,048.00

  • Working week

    40 hours per week, this could be morning, afternoon or evening shifts. Shifts TBC.

    Total hours per week: 40.00

  • Apprenticeship duration

    12 months

  • Possible start date

    25 Sep 2017

  • Date posted

    05 Sep 2017

  • Apprenticeship level

    Intermediate Level Apprenticeship

  • Reference number

    VAC001305293

  • Positions

    1 available

As with every property in the group, Shangri-La Hotel, At The Shard, London, will operate on a simple yet powerful philosophy of Shangri-La hospitality from warm, caring people.

The uniquely Asian view of service at this luxury hotel in London embodies the core values of respect, helpfulness, courtesy, sincerity and humility. These qualities have been the cornerstone of the Shangri-La success.

We currently have a vacancy for a Customer Sales Agent joining our team.

The role:

Reporting to the Customer Sales Manager, the Customer Sales Agent is responsible for the complete reservations process (we call it Customer Sales in Shangri-La). You will be delivering an exceptional customer experience at the point of booking with both telephone and email reservations.

You will work closely with your colleagues in the customer sales team in line with, our Core Values of humility, courtesy, respect, helpfulness and sincerity.

The role will involve evening and weekend work on a shift basis.

Essential Requirements

  • Impeccable English both written and spoken
  • Exceptional telephone and customer care skills
  • Extremely organised with superb attention to detail
  • Great sales skills to include up-selling reservations
  • Conflict resolution skills

Desirable Requirements

  • Previous experience of reservations within a 5 star hotel
  • An understanding of Travel Agent, Third Party Website and Wholesaler bookings
  • Proven and stable London experience
  • Command of a second foreign language
  • Knowledge of guest recognition and retention techniques
  • Be able to demonstrate active listening techniques
  • An understanding of billing types and processes
  • Familiarity with the reception function
  • Knowledge of trace and reservation reports
  • Familiarity with group booking intricacies
  • Good working knowledge of Opera web browser

Requirements and prospects

Desired skills

  • Previous experience of reservations within a 5 star hotel
  • An understanding of Travel Agent, Third Party Website and Wholesaler bookings
  • Proven and stable London experience
  • Command of a second foreign language
  • Knowledge of guest recognition and retention techniques
  • Be able to demonstrate active listening techniques
  • An understanding of billing types and processes
  • Familiarity with the reception function
  • Knowledge of trace and reservation reports
  • Familiarity with group booking intricacies
  • Good working knowledge of Opera web browser

Personal qualities

  • Extremely organised with superb attention to detail
  • Presentable
  • Willing to learn 
  • Be a team player 
  • Punctual 
  • Courteous 
  • Reliable 

Qualifications required

No previous qualifications are required.

Future prospects

Our aim is always to keep and reward the very best. So each year we fill most of the company’s management positions via internal promotions and transfers and with over 50 projects in development around the world, the opportunities are endless.

Things to consider

Along with the annual salary of £20,048 you will also form of receive a service charge as well as complimentary free meals whilst on duty. We also recognise our responsibility to society and to the environment, and have developed policies and practises which make a real difference. Please note that all applicants must be eligible to live and work in the UK, without restrictions. Documented evidence of eligibility will be required from all candidates. The current National Minimum Wage for an apprentice is £3.50 an hour. This rate applies to apprentices under 19 and those aged 19 or over who are in their first year. Apprentices must be paid at least the minimum wage rate for their age if they are aged 19 or over and have completed their first year. The minimum wage rates are £5.60 an hour for 18-20 year olds and £7.05 for anyone aged 21 and over. Apprentices are paid for their normal working hours and training that’s part of their apprenticeship (usually one day per week).

About the employer

The Shangri-La hotel, At the Shard, is situated in one of London’s most iconic buildings. Combining the unique Asian Hospitality Shangri-la is renowned for, with service delivered from the heart in the cosmopolitan city of London, it is our philosophy to delight and deliver an exceptional customer proposition, to anyone who comes to our property. The property has 202 bedrooms and 3 food and Beverage outlets.

Employer

SHANGRI-LA HOTELS PTE LIMITED

Address

31

St Thomas Street

London

SE1 9AU

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Training provider

Level 2/3 Diploma in Customer Service

It takes a very special kind of person to work at Shangri-La: someone with the skills to perform. Someone with an attitude to deliver and a passion to delight.

We are diverse, warm and caring but also demanding, dynamic and innovative.

As with every property in the group, Shangri-La Hotel, At The Shard, London, will operate on a simple yet powerful philosophy of Shangri-La hospitality from warm, caring people.

The uniquely Asian view of service at this luxury hotel in London embodies the core values of respect, helpfulness, courtesy, sincerity and humility. These qualities have been the cornerstone of the Shangri-La success.

We currently have a vacancy for a Customer Sales Agent joining our team. You will undertake a Customer Service Qualification at either Level 2 or 3 dependant upon experience. You will also be required to complete Functional Skills dependant upon previous qualifications gained. 

This will be workbased learning, a tutor will come to the hotel at mutually arranged times every 3-4 weeks to have one to one tutoring sessions with you, you will also have access to an online E-Portfolio syatem to complete the qualification. 

Reporting to the Customer Sales Manager, the Customer Sales Agent is responsible for the complete reservations process (we call it Customer Sales in Shangri-La). You will be delivering an exceptional customer experience at the point of booking with both telephone and email reservations.

You will work closely with your colleagues in the customer sales team in line with, our Core Values of humility, courtesy, respect, helpfulness and sincerity.

The role will involve evening and weekend work on a shift basis.

Apprenticeship framework

Customer Service

Training provider

STRAIGHT A TRAINING LIMITED

Applications for this apprenticeship are being processed by Straight A Training

Contact

Samantha Newman 01276 469020 sam@straighta.co.uk


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Closing date: 22 Sep 2017