RESIDENTIAL COORDINATOR (Term time only)

Purpose and Objective of the Role
This is a brand-new role, the primary responsibility will be the administration of bookings made with us from initial contact through to the customers’ arrival onsite.

You will meet up with our residential customers at points following their arrival, across our three tented villages and our indoor residential lodge. You will need to ensure customers are happy with the service and get feedback about their experience. 

The role will require great communication skills and close communication with our outdoor activity instructor team, our catering team, facilities team, and housekeeping team.

The right person for this role will be very organised and familiar with customer service and account management. They will be a people person who loves to chat with customers but is professional, with an eye for detail. 


Main Duties and Responsibilities
 

• Communicate with new and existing customers to arrange their booking in the coming months.

• Follow through bookings, collecting necessary information in a timely manner

• Ensure invoices are raised and paid in a timely manner

• Work with the Operations Manager to ensure that the programs are finalised

• Speak to groups in advance of arrival to ensure pre-arrival information is all correct and present.

• Work closely with colleagues to ensure effective communication of the resourcing needs to deliver a high-quality residential experience

• Support and encourage open communication amongst clients and staff teams to ensure effective delivery of the residential

• Ensuring existing and new clients are treated respectfully and to the highest of standards

• Anticipate customer needs and react as required to meet their needs

• Ensuring that quality is delivered consistently to clients

• Post Residential follow-up with groups.

​​

​

Expected Skills and Qualifications

• Confident use of IT

• Familiar with Excel and Word

• Deliver excellent customer service at all times.

• Deal with all enquiries in a professional and courteous manner.

• To prioritise tasks efficiently and effectively.

• Flexible, and willing to work in the fast-paced and constantly changing environment of a growing service-providing industry.

• Conscientious and responsible.

• Supportive and able to enthuse others and maintain a professional image.

• Willing to venture out of your comfort zone and embrace new challenges, both professionally and within the outdoor context.

• Ability to motivate and encourage people, utilising strong communication and people skills.

• Ability to remain calm in difficult situations and identify solutions to problems.

• Ability to set appropriate professional standards for self and others.

• To be smart, punctual and reliable.

• To be able to engage customers in conversation and if appropriate sell Mendip services to customers.
   

Desirable Skills and Qualifications

• Clean Driving Licence

• First Aid Certificate

• Enhanced DBS: YOU WILL BE REQUIRED TO COMPLETE AN ENHANCED DBS. Our business involves working closely with children and will require an enhanced DBS (Disclosure and Barring Service) check with a check of the barred lists.

• To have previously worked in a customer-facing role.

• A number of years of experience in hospitality/leisure delivering a great customer experience.

 

Shift Patterns

The role will typically be Monday to Friday from 9 am to 5 pm; however, some evenings or weekend times may be required to meet some residential guests during their stay.

Working at Mendip
Mendip Activity Centre is a year-round multi-activity centre near Bristol. Our 250-acre site boasts free parking, a dry ski slope, a private limestone rock sports quarry, an onsite cave, ancient woodland, an 86-bed residential lodge, family and youth campsites, bar/café and target sports ranges.

The main benefit of working for a family-owned independent activity centre is that we value your contribution. You will become part of the Mendip family where talent is recognised and rewarded with opportunity. We also believe in training and will support you with any relevant training plus free recreational skiing/snowboarding, family and friend discounts for our activities, camping and cafe-bar