Guest Experience Executive

6 months ago

Poole, United Kingdom Harbour Escapes Limited Full time

**Days of work**:
**Rota - working days to be confirmed at interview**

**Company description**

Harbour Escapes is a premium hospitality brand based in Sandbanks, Dorset and offers high end staycation with a bespoke service and package. We are passionate about our guest experience and offer handpicked staycation properties in some of the most exclusive areas in Dorset and Hampshire, including Sandbanks and Poole Harbour. We also provide a wide range of ‘Harbour Experiences’ that guests have available to book in addition to our premium residences, and can be tailored according to our guests’ individual preferences.

It is our aim to ensure that our holiday guests squeeze every last drop of enjoyment from their break with us and have many memorable moments, so they come back and stay with us time and again.

**Job description**

**Duties and Responsibilities**

1. Lead and personally facilitate interactions with our Guests at appropriate times to create a lasting positive impression of Harbour Escapes providing its Guests with service excellence and giving its Guests many memorable moments to cherish.

2. Ensure all Guest interactions and feedback to Guests create a positive experience for our Guests, leading to high scores in our review platforms.

3. Provide a first class check in and familiarisation tour of the property for our Guests, identifying areas within the property that need to be explained or critical information shared.

4. Complete the buying of all stock for the properties and ensure they are all replenished and up to date as well as completing the welcome packs for all the check-ins.

5. Build a rapport with the Guests before and at their check in and identify their interests and resulting sales opportunities for Harbour Escapes which are also opportunities to enhance the Guest’s stay further.

6. Provide guests with quick and accurate responses to queries or concierge.

7. Evaluate guest interaction points and work proactively to reduce the need for Guest questions making their stay more enjoyable and relaxed.

8. Take responsibility for being the ‘go-to’ member of the Guest Experience team for certain properties - ensuring that you have the deepest understanding for those that are allocated to you (meeting with the Owners for the property handover, if necessary)

9. Ensure you are an expert in our product knowledge and the local area for fine dining and other five-star related products that could be on offer to Guests.

10. Maintaining company reputation, ensuring you look sharp and well dressed.

11. You will be support the promotion of all Harbour experiences, and manage new requests from booking to Guest to preferred partner.

12. You will be accountable for quality auditing prior to our Guest’s arrival and liaise with our housekeeping and maintenance teams. You will ensure a full handover between housekeeping and Guest Experience team, prior to Guest check-ins.

13. Requesting feedback from Guests, so that the company can assess its Net Promoter score position

14. Contribute towards building the company’s range of preferred partners for Harbour Experiences

**Performance Criteria**

The Guest Experience Executive will be successfully fulfilling the requirements of the position when:
1. There are routine and well-coordinated guest arrivals, that run smoothly and without any major issues from the Guest perspective

2. Feedback is scoring at 5 stars out of 5 at all times and also a Net promoter Score of at least 90%.

3. Coordination of all activities associated with change over days (often Fridays and Saturdays) to ensure that all tasks have been thought through and completed on time.

4. Quality of the staycation homes are in perfect order for guest arrivals, from linen to cleanliness to maintenance.

5. Issues and problems are dealt with promptly ensuring guests and management have been informed with a style of communication that over communicates.

**Person Specification**

« Previous experience in a high-end hotel guest liaison environment

« A passion for delivery of the best service and for delighting guests beyond their high expectations

« High attention to detail

« A positive and confident attitude

« Being highly personable at all times when around Guests and colleagues

« The ability adhere to high standards and strict procedures

« An ability to be flexible as the role may involve being on a call-out roster

« A UK driving License

« Excellent professional appearance and positive interpersonal skills

« Flexibility towards seasonal working arrangement

« Microsoft Office and computer skills are essential

« Passion for luxury hospitality

**Essential experience**:
« 2 + years in high end hospitality in a guest facing role

« 2 + years in checking in processes/ reservation management/ concierge

**Job Type**: Part-time

**Salary**: £15.00 per hour

**Benefits**:

- Company pension
- Flexitime
- Health & wellbeing programme

Schedule:

- Monday t

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