Lifestyle Manager - Overnight
Ten Group, South Africa
Job Description
Overview
Who We Are
At Ten our goal is simple, to become the most trusted service business in the world.
Ten is a leading global lifestyle management business with presence in over 22 offices globally and more than 1300+ employees. We use our expertise, technology and buying power to grant our members direct access to the best travel, live entertainment, dining and luxury retail services. We also work closely with suppliers to provide exclusively negotiated benefits and employee loyalty schemes.
We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and to continue to improve the lives of millions of members.
As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.
To find out more about Ten, please watch this short video here.
What will I do?
The role and responsibilities are dependent on the Travel amp; Lifestyle department requirements at the time and will fluctuate based on business requirements. Responsibilities may include but are not limited to.
- Manage requests in line with agreed deadlines, proposing an excellent choice of restaurant options, and fully engaging with the member to maximise the conversion of requests to bookings.
- Promote the wider Ten business to our members and suggest/take briefs for other teams in the business (e.g. tickets, travel, motor, home improvement etc.).
- Manage your home page ensuring that jobs and tasks are completed on time and others can quickly identify priority jobs in your absence.
- Assist Team Leaders and Member Satisfaction team when resolving customer care issues related to jobs you have carried out for members, using your own personal contacts with key restaurant staff where possible.
- To demonstrate you can confidently negotiate a benefit with suppliers (ie: restaurants, transfers) and be able to obtain a booking when the member cannot themselves.
- To gather member feedback from members previous requests and send this feedback through appropriate channels to ensure we are keeping the member satisfied and encouraging them to use the service repeatedly
- To maintain high standards of service and communication with the member throughout the request/member journey
- To keep administration and research relating to the members or the members requests up to date in real time on the in house knowledge managers system in a timely manner with 100% accuracy to ensure the members requirements are clearly translated into the right actions to minimise any potential confusion that can be caused by mistakes
- To ensure that any requests that could result in commission for ten are capitalised on and accurate invoicing is produced.
- To confidently give member the belief that if you are unable to secure their first option that the LM as the specialist is then offering the next best option
Requirements
- You will need to be flexible to work rotational days, Monday-Sunday from 04:00am-13:00pm. 5 days on with 2 consecutive days off.
- Although we offer optional remote working, you will be required to be in the office full time for the Induction training (Mon-Fri 8am/9am - 5pm/6pm).
- Highly independent work individual as work will be during off hours for NAM managers
- Fluency in English is required. Excellent written amp; oral communication is a MUST.
- Knowledge and experience in working in the travel, dining and lifestyle sector - such as firsthand experience booking flights, hotels, restaurants, concerts, theaters and have confident to make other reservations or researches
- An understanding of the luxury lifestyle and affluent customers.
- Experience in leisure orientated sector of business, hospitality, customer service, concierge or call center
- Exceptional verbal and interpersonal skills when dealing with members, suppliers and clients, working in a calm and professional manner at all