Service Rep -V Room
Virgin Holidays 25 reviews - Gatwick

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Meet and Greet
  • Meet and welcome customers on arrival at the v-room to provide a high level of service
  • Meet and welcome customers during check in to provide information and promote the v-room
Customer service
  • Assist Virgin Holidays customers in the event of flight disruption or delay
  • Resolve customer queries or complaints at the airport to reduce post departure complaints
  • Provide assistance to customers who have special requirements
  • Provide assistance at the gate areas for customers to ask questions
  • Deal with all queries regarding existing bookings, including upgrading any element of the holiday and assist with general enquiries
  • Take pride in the v-room standards and work together to maintain these at the highest level
  • Assist and support Virgin Atlantic to provide the highest level of service to Virgin Holidays customers at all times
  • Build relationships with Virgin Atlantic airport staff and work together
  • Support the Virgin Holidays desk during operational hours and assisting with any daily duties
  • In the event of a delay or flight disruption, communicate with U.K. or Overseas departments so everyone is informed
  • Liaise with v-room Manchester to ensure best practice
Revenue Generators
  • Sell v-room at the Virgin Atlantic check in area
  • Promote and sell excursion tickets, car hire upgrades/insurance for customers holiday destinations
  • To promote sponsorship opportunities within the v-room
  • Sell v-room to passengers travelling with Virgin Holidays prior to travel through outbounding
Product Knowledge
  • Service details- destinations, excursions, tours, car hire, shows etc
  • Attend and participate in sales and customer service meetings and product/skills training sessions
  • Familiarize self with every new edition brochure including your flight destinations
  • Familiarize self with all new product offerings & hotels and learn any new operational procedures
  • To complete training courses when required to ensure the above procedures are met and maintained
  • To complete training courses relevant to role to improve skills and knowledge

  • Experience in using TBOX and ticketing experience is desirable
  • Willingness to learn, retain and impart knowledge of airport operations, holiday accommodations and excursion attractions.
  • Computer literacy with experience and knowledge of Microsoft applications
  • Previous ticketing experience is desirable
  • Proven track record in face to face Customer Service experience Proven sales experience and dedication to work towards targets
  • The ability to communicate effectively at all levels i.e. passenger announcements
  • Flexible attitude towards shift work based on an Annualised Hours Contract, which may change according to our flying programme
  • Approachable, friendly well groomed with a positive outlook
  • Ability to make a decision, think on the spot and can work under pressure when required
  • Have the confidence and ability to work alone or in a small team and take ownership of issues
  • Ability to engage with children (talks, play, listen)
  • To be complaint with all company policies, procedures and guidelines

Additional Website Text

Please download and complete the attached reference form and upload the signed completed form with your application. We will not contact anyone on this form until an offer is made.

About this company
25 reviews
We've been arranging holidays since 1985 and are the largest, most successful transatlantic tour operator, and market leader for travel to...