Overview
Our Guest Service Assistants are responsible for providing the highest level of customer service to our guests. Responsibilities include greeting guests, assisting with check-in and check-out, handling inquiries and complaints, booking reservations, providing information about local attractions, and maintaining a clean and organised workspace. You’ll have the ability to remain calm and professional in high-pressure situations which will ensure that our guests have a positive experience and feel welcomed and valued during their stay, which impact the success and reputation of our hotel. As an integral part of our hotel’s operational team, you’ll offer support to colleagues across all areas of the business to ensure a first-class guest experience.
Responsibilities
* Greeting guests and assisting with check-in and check-out
* Handling inquiries and resolving complaints to ensure guest satisfaction
* Booking reservations and providing information about local attractions
* Maintaining a clean and organised workspace and front desk area
* Collaborating with colleagues across departments to support a seamless guest experience
Qualifications
* Communication skills: You will be required to interact with guests, colleagues, and other stakeholders daily. Excellent communication skills, both verbal and written, are essential to ensure effective communication and provide excellent customer service.
* Organisational skills: You will be responsible for managing guest reservations, checking guests in and out, and ensuring the smooth flow of operations at the front desk. Good organizational skills will help you manage your workload efficiently.
* Attention to detail: Inaccurate information or mistakes in bookings can lead to unhappy guests, lost bookings, and revenue. You should be detail-oriented to ensure that all guest information is accurate, and all bookings are processed efficiently.
* Technical skills: You\'ll have basic computer skills, including proficiency in Microsoft Office, email, and internet use. Additionally, some experience with hotel management software systems such as Opera or Fidelio will be an added advantage.
Benefits
* Industry leading training and leadership development opportunities
* Hotel discounts portfolio wide - Staff rates and up to 50% discount on food & beverage and spa
* Access to Stream - Stream up to 40% pay as it is earned and set automatic savings to support your financial wellbeing
* 24/7 access to our employee assistance programme
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