Client Relations Assistant

Salary: up to £28,000 per annum (dependent on experience)

Experience: Entry to Mid Level

We're seeking a Client Relations Assistant with a proven track record of working within a dynamic customer service or hospitality environment.

Passionate about People?

Are you ready to make a BIG impact working alongside some of the world’s largest companies? This is your chance to join a dynamic team and play a vital role in advancing and nurturing relationships with key clients, ensuring we deliver a first-class service for our guests and clients.

Responsibilities:

• Manage reservations to maximise the overall occupancy and rate achieved in any given week/month.
• Be a daily point of contact with bookers and guests to ensure special requests are captured and all expectations are managed.
• Processing booking confirmations quickly and efficiently.
• Using our CRM system (Sugar) to ensure all enquiry, reservation and guest information is loaded correctly, to ensure our Operations and Finance Teams have all information needed.
• Oversee booking requests to ensure they comply with Portland Brown internal processes.
• Be alert to potential priority guests, VIPs, extensions etc. and ensure all relevant parties are notified of any changes or status of bookings.
• Daily case management overview, supporting our Guest Relations Team with making decisions to support guest requests.
• When required, assist our Reservations Team in conducting guest pre-arrival calls to ensure guests have a full understanding of their up-coming arrival and ensure their expectations are managed appropriately.
• Ensure every point of contact with the client and guests emanates our ethos of ‘we look after people’.
• Build relationships with bookers and key influencers for each managed account.
• Have extensive knowledge of the key accounts you are responsible for, including Service Level Agreements, rates and preferred booking locations and key in-house guests.
• Be aware of any potential areas for growth or risks to client accounts and raise to the Account Manager.

Requirements:

• Proven track record of working within a dynamic customer service or hospitality environment.
• Fiercely client-centric in your approach.
• Confidence in building significant relationships with internal and external senior stakeholders.
• Professional and articulate.
• The ability to challenge when required in a pragmatic and professional manner.

Benefits:

• 31 days holiday (+1 additional day per year)
• 5-night stays in Portland’s London apartments
• Portland Birthday Perks
• Flexible Working
• Training opportunities
• Private Healthcare
• Mental health support
• Critical Illness Cover
• Annual Flu Jab & Eye-test
• Company socials
• Benefit enhancements each year you work at Portland
• Charity match fund