Guest Service Assistant
Kew Green Hotels
2d ago

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!
  • The benefits

  • 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.
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