We are currently looking for a Guest Services Agent to join our vibrant Guest Services team!
Duties and responsibilities:
Ensure efficient, timely (within 3 rings) and knowledgeable responses to main incoming Switchboard calls, all in-house guest enquiries and requests in relation to Room Service, Housekeeping, and in-house restaurant & bar reservations.
Ensure prompt and complete resolution of guest calls and requests.
Complete knowledge of all hotel features and services including Food & Beverage outlets (menus, price range, promotions, opening hours), agua spa (facilities, opening hours), etc.
Fully conversant with all hotel room types, numbers, layout, locations, rates.
Ensure guest privacy and security, respecting confidential information.
Maintain and effectively utilise guest profiles through Guestware and fully support collection of preferences and CRM role.
Ensure all guest special requests are followed through and administrated.
Ensure thorough handovers at each shift change including opportunities to wow guests and service recovery issues, as appropriate.
Focus on prompt and courteous response to guest comments, questions, complaints, requests and enquiries, taking the necessary action steps and ensuring thorough follow-through.
Identify and pass on to the Front Office Manager and/or Hotel Manager any potential guest issues and/or VIP requests.
Ensure all guest requests/issues are logged.
Track and maintain records of all guest issues and recovery from Sterling/Guest Alerts/Glitch Log/Revinate in HotSOS.
Perform departmental administrative duties.
Specific requirements:
Experience:
Proven experience of working in a public contact role, preferably in an upscale or lifestyle brand hotel.
Personal Skills:
Comfortable interacting and engaging in conversation
Maintains a sense of organization and ability to prioritize in a busy environment
Ability to do multiple tasks
Patience
Can adapt under stress, flexible
Utilizes good common sense
Fluent English
Well spoken
Smart and well-groomed
A consistently positive attitude
Attention to detail
Flexible in working time
All applicants must be eligible to work in the UK