POSITION SUMMARY:
You will support and assist with all events and VIP guest visits at The Apartment – Bicester Village.
You will represent Bicester Village as Guest Relations Ambassador and ensure that all guests receive a 5-star luxury hospitality service during their visit. You will deliver and promote all services and Village activities. You will have experience with domestic and international guests and have a full understanding of 5-star guest services as you have a background in the full end to end guest journey, from bookings to hosting and follow up.
With your flexible approach and strong interpersonal skills you will provide the personalised and memorable flagship hospitality experience that will delight our guests.
KEY RESPONSIBILITIES:
You demonstrate an inherent understanding of guests needs and a passion for delivering excellent standards in service and hospitality.
1. Offer the ultimate guest experience by being luxury ambassadors for the flagship village
2. Strong organisation skills to plan the guests itinerary for their day in the village
3. Excellent written and spoken communication, conversing with guests via phone, email and in person
4. An outstanding eye for detail and excellence
5. Promote a range of innovative and efficient ‘concierge style’ services including: Hands-free Shopping Service, valet parking, Restaurant reservations and airmiles redemption
6. Promote the current exhibition/ retail marketing and partnerships campaigns to our guests
7. Provide knowledgeable insights regarding all brands and the unique offer/promotions within the Village
8. Awareness of the daily operation of the full Apartment experience – including events and marketing activations
9. Ensure that Bicester Village standards, procedures and policies are adhered to at all times
10. Support with guest feedback and queries (received by email or directly) and liaise with respective departments to give a quick solution to guests
11. Ad Hoc support to the Food & Beverage team in The Apartment - act as waiter and receive guests (warm and luxury welcome, concierge services, deliver F&B offering)
BACKGROUND AND SKILLS:
Be engaging, dynamic, proactive, informative and team-player. Capability to think creatively and provide flexible and innovative solutions to daily challenges and opportunities.
12. Experience as a guest relation/concierge/ VIP events coordinator in a luxury environment, including hotel, retail and events sectors.
13. Solid understanding of the luxury customer and guest profiling
14. Ability to assist in projects and to work effectively within a team, as well as act autonomously
15. Experienced in service delivery
16. Strong interpersonal and communication skills
17. Attention to detail, responsible and able to work without close supervision
18. Well-organized
19. Ability to multitask and prioritize
20. High level of customer service
21. Computer literate and fully conversant in the full suite of Microsoft Office applications (Outlook, Excel, Powerpoint)
22. Excellent Grooming Standards
23. Fluency in English, any other language is beneficial