Eclipse Hotels Group is an international family owned hotel group who are headquartered in West London. Our company's current portfolio includes brands such as Holiday Inn, Holiday Inn Express and CiTi Hotels, located across the UK, Europe and the Caribbean. An excellent opportunity has arisen for a Guest Services Agent at our Holiday Inn Express in Norwich. You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality employee experience. The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As our Guest Services Agent, you'll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You'll also create the warm atmosphere that makes our guests feel at home in any location. What will your key responsibilities and duties be: Create a warm welcome to everyone and set the tone for each of our guests' experience. Ensure that our guests experience a smooth Check-in and Check- out process Coverage of our Reception desk on a range of shifts (Including occasional night shifts) Able to take reservations. Respond to our guests' comments, complaints and compliments in a timely manner. Be able to answer our hotels calls in professional yet welcoming manner. Carry out guest call backs to ensure everyone is happy. What we are looking for: Previous hotel experience as a Front Office Team Member / Receptionist or other similar roles, ideally from a branded hotel background, with a strong knowledge of Front Office systems. Experience in offering exceptional customer service. Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and other Team Members. Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail; Proficient in Microsoft Word, Excel, Power Point presentations; We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes inclusive, people focused culture.