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Guest Service Agent - London

Employer
My Hotels
Location
Chelsea, London
Salary
Competitive
Closing date
26 Feb 2018

Guest Service Agent - My Chelsea, London

My Chelsea is a 4* boutique hotel located just five minute walk from South Kensington. The hotel is currently going under an exciting refurbishment project which has opened up the opportunity for an experienced Guest Service Agent to join our team. They would be responsible for providing a polite and efficient service to all hotel guests, in line with hotel procedures and policies, whilst achieving maximum revenue and guest satisfaction. The ideal candidate will maintain standards of guest care as defined by the hotel and company.

Main Responsibilities

  • Ensure the check in and check out process is completed in a friendly manner, giving each guest a personalised service
  • Ensure that the highest level of service is provided to all guests when being dealt with to maximise guest satisfaction
  • Ensure that all guest comments, including complaints, are delegated to the relevant staff member in an effective and timely manner in order to facilitate good guest relations
  • Connect and build rapport with guests at every possible opportunity, offering them a personalised service
  • Ensure all telephone calls are directed to the appropriate extension as quickly and efficiently as possible ensuring that customer service is kept at the highest level
  • Be fully conversant with all legislation in respect of hotel sales, payment of services, registration of guests, data protection and ensure they are complied with at all times
  • Monitor all guest accounts ensuring charges are correctly posted and have supporting documentation
  • Be fully aware of the hotel cash handling and credit procedures and to report any discrepancies to the Supervisor immediately
  • Follows hotel policy on all aspects of settlements
  • Maintain an effective communication within the Guest Services team, and other hotel departments
  • Attend training when required, including fire and health and safety
  • Make suggestions which you feel will improve the operation, guest service and/or the success of your department and the hotel
  • Help the Guest Services team with filing, guests profiles and computer updates in order to keep accurate records at all times
  • Ensure security procedures regarding guest valuables, departmental keys and floats are strictly adhered to at all times
  • Ensure room sales are maximised by dealing with all enquiries/walk-in guests in accordance with hotel procedures
  • Assist with the serving of tea and coffee in the lounge area when necessary.

Employee Benefits

Here are a list of all the benefits across the group:

  • Complimentary stay within one of the hotels
  • £40 employee rate
  • Friends & family discount
  • Discount at partners
  • Discount at local eateries
  • Facebook competitions
  • Annual appreciation party & social events
  • Supplemented gym membership
  • Food supplement
  • Discounted yoga
  • Free eye test
  • NVQ training
  • Cross training opportunities
  • English classes
  • Personal development plan
  • £200 referral bonus scheme
  • Departmental incentives
  • Uniform
  • Employment engagement survey
  • Annual review

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