Job Title: Guest Relations Agent
Department: Guest Relations
Inspired and Supported by: Guest Relations Manager
Salary: £32,533 per annum including service charge
Your purpose will be: To deliver an exceptional, seamless guest service experience where process becomes an illusion and personalisation is perfected. Building meaningful relationships with our guests throughout their stay ensuring future loyal guests.
You will be accountable for:
Passionately and expertly creating a 5 star luxury guest experience, characterised by flawless efficiency and authentic emotional connection
Taking ownership of any guest request which comes your way seeing it through until completion
Maximising internal communication networks, adapting to new working methods and supporting all key players to ensure a smooth guest journey
Your key responsibilities & contribution will be:
Ensuring the Front Hall is covered at all times and providing a warm welcome for all guests.
Greeting valued guests and assisting them with any requests, ranging from arrival to departure needs.
Reviewing all arrival reports and ensuring that VIP information is shared with the FOH teams.
To confidently assist the Guest Executives in all elements of the front desk operation including arrivals, check out and billing.
To drive revenue through upselling and cross selling.
Communicating clearly with other teams and through RSM to ensure efficient service for our guests.
Seeking opportunities to surprise and delight our guests.
To meet all service standards in every guest interaction.
Building connections with our guests during their stay when meeting them in the Front Hall.
To pay keen attention to guest preferences and update profiles accordingly.