Do you belong with us?

Having just secured £3m fundraising, the Epicurean Club has ambitious growth plans to become the figurehead for British travel and brands. Our tech-enabled platform helps our members to discover the best of the UK - from travel to fashion, craft to food, experiences to wellness - where they can book, buy and build personalised experiences from across the UK.

We currently have 180,000 members, 180 places to stay, 38 experiences and over 150 brands - with plans to grow to 1m members, 4k homes and 500 experiences in the next 5 years. It is going to be an exhilarating and incredibly fun journey and we are on the lookout for a standout team to join us and grow with the business.

We are always looking to find people who share this passion and can bring this to life in all facets of our business. If you are an effective team player who thrives in start-up style environments and think you belong with us then we'd love to hear from you.

Contact us at: careers@epicurean.club

An operational role that will keep you on your toes. Our customer happiness team is there to provide stand-out customer service to enable our members to book amazing, personalised British experiences.

Overview of the role

The Epicurean Club showcases the best of Britain, allowing its members to explore and book the best British accommodation and experiences from one place.

The Reservations Assistant's role is to take ownership of customer happiness - providing a welcoming and high end experience for anyone who contacts the Epicurean Club to book a stay or experience, ultimately converting enquiries into bookings, and customers into advocates and life time users of the Epicurean Club.

Day to day you will be assisting and advising our customers who may be choosing from a variety of travel options - helping them to book their perfect British experience. You will make reservations for them based on their various requirements and budgetary allowances, checking the availability of accommodation or experiences on the customers' desired travel dates.

You will also need a thick skin, as you will occasionally have to respond to customers whose experience did not match their expectations - you will need a calm head and ability to help our customers feel heard and compensated.

Working hours can be flexible to suit either part time daily working or split shifts throughout the week, or otherwise as a full-time role.

Operational

Reservations and sales

• Motivated to convert enquiries into sales to grow our business, be driven by excellent customer service and happiness
• Attending to telephone, email and website enquiries in a timely and professional manner
• Checking and securing room, dining and experience availability
• Ensuring a fantastic guest experience from initial enquiry through to post-stay follow-up
• Attending to voucher sales and posting of physical vouchers to customers

Membership sales and support

• Help customers with enquiries about membership products and loyalty rewards
• Communicate membership benefits to customers to help convert them paying members

Rates

• Secure best rates from accommodation and experience providers to maximise guest value and our return
• Checking rates being offered by our inns and ensuring our available rates are as good as or better than our competitors

Ambassador of the Epicurean Club, promoting and enhancing the Epicurean Club brand at every opportunity

Places to stay

• Continuously appraise the accommodation and experience guest journey from your conversations with places to stay and customers, and work with the wider Epicurean Club team to improve this for our guests; responsible for delivery of stand-out customer journey and satisfaction

Guests

• Continuously appraise the guest experience and work with the wider Epicurean Club team to improve the experience; responsible for delivery of stand-out guest journey and satisfaction
• Responsible for guest experience, ensuring exceptional guest service
• Attending to telephone, email and website feedback and complaints in a timely and professional manner, including directing the feedback or complaint to the appropriate inn or experience where necessary

People

• Report to the Experiences Manager
• Live and breathe company values, culture and behaviour, being driven by a culture of high performance

Growth

• Developing a strong relationship with accommodation and experience providers to help secure best rates and last minute availability.
• Become a trusted partner of our accommodation and experience providers so that they contact you first to push any offers of availability
• Working with our wider teams to keep information about accommodation and experience providers up to date to help highlight growth opportunities
• Use network of accommodation and experience providers to source new leads for our wider team to grow our offering
• Promote the Epicurean Club brand and open new opportunities for the current and future business
• Potential to take on leadership of the customer experience team as this function grows, and to branch out into the wider aspects of the business

The skills which would help in this role

• Highly organised and methodical, able to keep on top of multiple booking scenarios
• Hospitality background a benefit, including with room and F&B sales
• Technologically literate
• Time and goal focused
• Excellent communication and inter-personal skills
• Empathetic of the needs and sensitivities of our guests, places to stay and experience providers
• Proven ability to be able to communicate with customers, Collection members and guests