Nicolas Descotes

Head of Sales and Guest Experience @Cornish Gems

Truro, GB

Enthusiastically deliver the Cornish Gems sales strategy, to ensure bookings and revenue are maximised.Act as the initial point of escalation in order to resolve customer issues in line with company policy.Monitor and analyse sales figures against department and individual property targets.Drive guest satisfaction and retention through the delivery of exceptional service.Report key sales and guest metrics to the senior leadership team.Ensure compliance with processing of all client information under data protection legislation (GDPR).Contribute to the planning of the department budget and ensure expenditure is within agreed budgetary limits.Ensure the Sales & Guest Experience team deliver monthly and quarterly sales and KPI targets set by the company.Observe real-time Sales & Guest Experience team member’s interactions with guests, provide feedback and coach on how to improve sales and customer service skills.To role model and drive a sales-driven approach across the team to display winning sales attitudes.To ensure the whole team is trained on our sales through ongoing service training.To utilise tools to measure call volumes, sales enquiries and booking levels ensuring the whole team know targets and have a sales plan to achieve results.Ensure effective and efficient sales and customer service processes are implemented.Provide training, leadership and inspiration and ensure that the Cornish Gems performance framework is used to motivate, develop the team and drive productivity.Work with marketing colleagues to identify and implement new guest experience initiatives.Work with Owner Experience colleagues to determine effective property tariffs.Act as role model to promote Cornish Gems’ culture and core values.Encourage a culture of continuous improvement.Work across teams to deliver projects and implement change.Any other task commensurate with role or as instructed by management-