Social network you want to login/join with:
col-narrow-left
Client:
The Clermont Victoria
Location:
London, United Kingdom
Job Category:
Hospitality
-
EU work permit required:
Yes
col-narrow-right
Job Reference:
017f11d063e4
Job Views:
4
Posted:
02.05.2025
Expiry Date:
16.06.2025
col-wide
Job Description:
The Role
This role ensures that everyone working in the hotel, particularly the Guest Services team, focuses on improving the guest experience, exceeding expectations, and resolving issues and complaints efficiently and sympathetically. The goal is to improve the GRI and NPS scores for the hotel and increase response rates.
* Work with the FOH manager to ensure a friendly and efficient arrival & departure experience for all guests.
* Collaborate with the Guest Services team to add value to the guest experience.
* Ensure the guest service team is multi-skilled to cover both roles, maintaining optimal staffing levels to deliver a great guest experience cost-effectively at all times.
* Ensure the Guest Service Executive is aware of special requests, VIPs, and regular guests, and that their requirements are met.
* Identify training needs and deliver guest experience training to new hotel employees and those receiving frequent complaints or not meeting standards.
* Respond to and resolve all post-stay guest complaints and issues.
* Set up the hotel operation to resolve in-stay complaints quickly and efficiently.
* Analyze reasons for complaints and collaborate with other departments to resolve issues and prevent recurrence.
* Respond positively to guest comments on channels like TripAdvisor, Expedia.
* Organize and oversee high service levels within designated areas, promoting products to guests and increasing customer base.
* Maintain operational knowledge of all reception services, reservations systems, switchboard, communication methods, and guest services; act as Manager on duty when required.
What we look for
* Creative and inspiring leadership
* Attention to detail
* A passion for guest service
* Analytical skills
* Knowledge of Opera (advantageous)
What's in it for you?
* Discounted rates on hotel rooms, food, and drinks across the Clermont Hotel Group
* Interest-free season ticket loans (conditions apply)
* Access to a 24/7 Employee Assistance Program
* Pension and Healthcare Schemes
* Wagestream - access earned salary before payday
* Generous referral scheme
* Apprenticeships and qualifications up to Level 7 (Master's Degree equivalent)
* Discounts and cashback via our online benefits portal
#J-18808-Ljbffr