This role? It’s ALL about the guest and delivering an outstanding service for them.
Outstanding being safe, hospitable and positively memorable experience. You’ll be playing a key role in supporting your hotel in achieving its performance metrics and objectives and you’ll care about doing so, along with an incredible team in Guest Services.
What you’ll be doing as a Guest Service Assistant
Ensuring that all guests experience an outstanding level of service throughout their stay
Ensuring that every guest experiences a safe visit, exceeding all expectations surrounding cleanliness
Engage, build and develop relationships with guests, assessing their needs and flexing style and approach appropriately
Ensuring all repeat guests, priority members and VIP’s receive recognition and appreciation
Being attentive to all guests and looking for opportunities to up-sell and make recommendations to enhance their experience
Demonstrating a sales mentality to selling bedroom, M&E and F&B including making recommendations for guests to upgrade, dine in the restaurant and upgrade to breakfast
Responding promptly to guest complaints and finding ways to turnaround any negative feedback
Keeping up to date with hotel facilities, promotions and the local market area, so as to be able to effectively assist guests
Process and receive telephone or walk-in reservations accurately
Looking for ways to deliver continuous improvements to the guest experience.
What’ll make you a great fit
It doesn’t matter where you’ve gained your experience, as long as you are driven and have incredible customer service abilities and confidence to anticipate and deliver on guests needs
You’ll enjoy using tech we have lots of it to make your life easier and our guests experience more seamless
You’ll love people and as a result, have great interpersonal and communication skills
Details? You love them! You’ll be incredibly attentive with guests as a result
Flexible and able to remain focused on results under pressure and to challenging deadlines
Self-motivated and confident
Hard-working but FUN!
Discounts across retail, restaurants, events etc (because we know life isn’t just about work)
Family and Friends discounts in hotels across the Kew Green Hotels estate
Leisure Club complimentary membership
International Travel at Employee Rate for other branded hotels within our brand family
Progression and room to grow, with opportunities across the UK and internationally
Flexible attitude and working hours.