Position: Customer Experience Agent / Receptionist
Location: Laggan Loch, Invergarry - Highland
Department: Operations
Start Date: May
Contract type: 0 hours seasonal contract (until end of October 2025)
Working Days: Departure days (Mon, Wed, Fri, Sat)
Line Manager: Base manager
Le Boat, part of the Travelopia group, is the world’s leading provider of self-drive boating holidays, with over 55 years of experience. We offer an unforgettable holiday experience across Europe and Canada's inland waterways. Our fleet, crafted to suit all party sizes and budgets, requires no license or prior boating experience, making it accessible to everyone. With guests from around the globe, including North America, Germany, and France, Le Boat operates in 9 countries with France's Canal du Midi as the most famous and popular cruising ground.
About the role
Our base teams are instrumental in delivering our amazing holidays and are why many of our customers return year on year. Our customer experience team are the first people our customers will meet on their holiday and play a vital part in ensuring our customers set off on their cruise fully informed on all the exciting activities to do, restaurants to visit and sites to see! This is an extremely fun and fast paced role that requires a customer centric approach along with strong sales and organisational skills.
What we are looking for:
- Demonstrable evidence of delivering excellent customer service.
- A proven track record in upselling ancillary products to customers.
- Knowledge of the local area and tourist attractions (desirable).
- Excellent attention to detail with an ability to manage multiple priorities.
- Highly organised and responsive to competing demands.
- Able to communicate information to colleagues, head office and customers in a clear and timely manner.
- Computer literate with proficiency in Microsoft applications (Word, Excel, Outlook).
- Be motivated in achieving the objectives of the base and the company.
What you will be doing
- Go above and beyond at all times to ensure our customers have the best possible holiday.
- Provide a friendly and welcoming environment to our customers at the base at the start and end of their holiday.
- Manage an efficient and seamless check in process so that our customers start their holiday fully informed and excited about their trip.
- Provide customers with local recommendations and advice on their itinerary to help them make the most of their time on board.
- Upsell ancillaries to customers including collision damage waiver insurance and cleaning.
- Welcome customers back at the end of their holiday and oversee the full checkout process.
- Participate in the establishment of daily and weekly departure schedules according to the information provided by the Neptune reservation software.
- Update the Neptune database daily with additional information on each customer/cruise.
- Promote the completion of our online Customer Service Questionnaires (CSQ) as well as third party review sites.
- Take responsibility for ensuring the reception area remains tidy and clean and provides an excellent first impression to our customers when they arrive.
- Support colleagues in other departments as and when needed to ensure the customer experience remains a priority at all times.
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