Guest Service Executive

2 weeks ago

London, United Kingdom City Apartments Ltd Full time

**Reporting to**:
Guest Services Manager

**Overall role description**:
To be the primary point of contact for all City Apartments guests during their stay. From the initial arrival through to the day of departure the Guest Services Executive [GSE] provides total ‘support’ of the guest, looking after their needs and delegating or escalating issues as they arise until resolution.

**Key Accountabilities**:

- To take ownership of the final preparation check of the relevant apartment, ensuring that the apartment is 100% ready for occupation when the guest arrives at the building
- To call the guest on their mobile once they have landed in the UK to provide reassurance and to welcome them to London.
- To ensure that every guest is met directly on or shortly after arrival (and preferably not more than 24 hours after arrival) and that keys have been left available for the guest to gain entry to the apartment themselves
- The only exception to the above to be returning guests who decline a face-to-face meeting as they are familiar with the property, but all returning guests must be offered a full arrival check-in.
- To take all new guests through the City Apartments ‘check-in’ process and confirm that they fully understand how all the features of their specific apartment operate
- To ensure that all guests sign and understand the City Apartments check-in forms, and to obtain credit card details where applicable
- To provide information on check-in from the information stand at CAL office as may be appropriate to the guest(s)
- To clarify to guests that the GSE is the primary point of contact for all apartment issues and that the phone number embossed on their key fob should be the first number they call if they need assistance
- To update the check-in notes in the CAL Reservations system by the end of each day so that the rest of the CAL team have all information required
- To re-sync lap-top several times a day so that the GSE and the CAL office have accurate booking status information
- To advise the OM of any maintenance issues and to update the ‘CAL Jobs’ log accordingly
- To be available to all guests when on shift (and overnight when applicable) via the ‘Guest Services Telephone Line’,
- To surprise every guest at least once during their stay, with a proactive personal gesture based on personal information you have gathered through regular face-to-face or telephone dialogue with the guest, to really make the guest feel fantastic about the service they received from CAL, above and beyond requested services. E.g:

- Surprising a guest with a tourist guide to Paris knowing that they were interested in going for the weekend
- Delivering flowers to an apartment for the arrival of a spouse/partner to the apartment
- Telling a Spanish guest about a Spanish delicatessen they might like to visit
- Giving an opera fan a brochure for what’s on at the Royal Opera House.

These ‘surprises’ are to be delivered personally to the apartment with a hand written note.
- To support the above, to keep a stock of tourist/city/London information at CAL head office for ease of reference and to hand out to guests as appropriate
- To support the house keeping and cleaning team as required in their preparation and general cleaning of the CAL apartment portfolio
- To regularly check post boxes at apartments and remove any post that is not for the current guest, bringing other post back to CAL head office for sorting
- With longer term guests (30 days +) the GSE is to have regular documented contact to ensure that all needs are still being met
- At the end of a guest’s stay the GSE is to say ‘goodbye’ and ensure that all aspects of their stay have been outstanding and to clarify to the guest that they are not to leave with our keys/laundry bag etc.
- Be proactive in your communication with our guests and to be creative in finding ways to truly go the extra mile to really delight our guests
- To be proactive and self-disciplined in day-to-day organisation of duties, and to make use of and adhere to required IT systems and other operational processes as appropriate to your role
- To educate yourself as to the clients using City Apartments, their office location, favoured City Apartments locations and typical guest profile (age, job function, length of stay etc).
- To have sound product knowledge of City Apartments and to promote the company and its services to guests with confidence
- To promote City Apartments with a positive attitude both in and out of the work environment and to ensure that confidentiality of guests and that of City Apartments is respected
- To carry out other duties as reasonably requested by the Operations Manager or General Manager, or other senior partner at City Apartments.

**Job Types**: Full-time, Permanent

Pay: From £24,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Sick pay

Schedule:

- Day shift
- Night shift
- Weekend availability

  • Guest Service Agent

    2 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is to know that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. **About Meliá White House Hotel NW1 3UP** Meliá...

  • Guest Service Agent

    1 month ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** #LI-IV1 Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of...

  • Guest Service Executive

    6 days ago

    London, United Kingdom Middle Eight Full time

    Welcome to Middle Eight: changing the notion of the traditional: innovative and inviting; luxurious and elegant; relaxing and inspirational. Our team are: Passionate and aspirational. Engaging and dedicated. Brave and real. They are pioneers, nurturing and engaging. They are the conductors and performers, establishing the beat of Middle Eight through small...

  • Guest Experience Ambassador

    1 month ago

    London, United Kingdom Central Guest Services Full time

    **Join the UK’s most dynamic collection of hotels and restaurants** - At Edwardian Hotels London, it’s the people who create unforgettable memories for our guests. We are always looking for hospitality professionals to join our family and bring new ideas to how we can provide the best possible experience. Professionals who understand and believe in our...

  • Guest Service Ambassador

    7 days ago

    London, United Kingdom Rapport Guest Services Full time

    Role Responsibility Your responsibilities will include to: Warmly greet all guests/ visitors with a smile, following agreed standards. Escort guests to required destination (if required), ensuring smooth transitions between team members at each stage of their journey. Always look for opportunities to develop our service and innovations. ...

  • Guest Experience Ambassador

    2 days ago

    London, United Kingdom Central Guest Services Full time

    **Join the UK’s most dynamic collection of hotels and restaurants** - At Edwardian Hotels London, it’s the people who create unforgettable memories for our guests. We are always looking for hospitality professionals to join our family and bring new ideas to how we can provide the best possible experience. Professionals who understand and believe in our...

  • Guest Service Executive

    3 days ago

    London, United Kingdom Flying Butler Apartments Ltd Full time

    Flying Butler Apartment Ltd is regarded as a leading provider of serviced short-term apartments for business travellers, leisure travellers and all other types of stays. We are increasing our busy Guest Services Team. As a Guest Services Executive you are responsible for managing our guest’s experience from the minute they arrive until the day they...

  • Guest Service Ambassador

    7 days ago

    London, United Kingdom Rapport Guest Services Full time

    Job Introduction **We are recruiting a Guest Services Ambassador - Hospitality and Reception to join our team based at our prestigious client's offices in the heart of the City of London.** You will be part of a fantastic team and will enjoy working in a fast-paced environment. The core hours of the GSA will be an 8-hour shift within the service hours of...

  • Guest Service Executive

    2 weeks ago

    London, United Kingdom City Apartments Ltd Full time

    **Reporting to**: Guest Services Manager **Overall role description**: To be the primary point of contact for all City Apartments guests during their stay. From the initial arrival through to the day of departure the Guest Services Executive [GSE] provides total ‘support’ of the guest, looking after their needs and delegating or escalating issues as...

  • Guest Services Executive

    3 days ago

    London, United Kingdom City Apartments Ltd Full time

    **Reporting to**: Guest Services Manager - Diego Marin **Overall role description**: To be the primary point of contact for all City Apartments guests during their stay. From the initial arrival through to the day of departure the Guest Services Executive [GSE] provides total ‘support’ of the guest, looking after their needs and delegating or escalating...

  • Guest Experience Ambassador Egls

    1 month ago

    London, United Kingdom Central Guest Services Full time

    **Join the UK’s most dynamic collection of hotels and restaurants** - At Edwardian Hotels London, it’s the people who create unforgettable memories for our guests. We are always looking for hospitality professionals to join our family and bring new ideas to how we can provide the best possible experience. Professionals who understand and believe in our...

  • Switchboard Guest Service Line Supervisor

    1 month ago

    London, United Kingdom Guest Experience Full time

    **_“The world is yours with Meliá”_** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. **About ME London Hotel, WC2R 1HA** ME by Meliá...

  • Switchboard / Guest Service Line Agent

    2 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world? **About Meliá White House Hotel NW1 3UP** Meliá White House is a modern and elegantly...

  • Switchboard / Guest Service Line Agent

    2 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the...

  • Hospitality and Guest Service Ambassador

    5 days ago

    London, United Kingdom Rapport Guest Services Full time

    Job Introduction We are recruiting **Guest Services Ambassadors **to join our Rapport team at one of our prestigious client offices in **London**. **The role is a mix of Hospitality and Reception**. Our client is one of the Big Four Accountancy firms in the world, and you will play a crucial role in delivering a 5* memorable experience to our clients,...

  • Guest Service Ambassador

    5 days ago

    London, United Kingdom Rapport Guest Services Full time

    Job Introduction **We are recruiting a Guest Services Ambassador - Catering Specialist to join an award winning team based at our prestigious client's offices in the heart of the City of London.** This is the ideal role for someone who has an incredible ability to spark immediate Rapport with guests. You will be an integral part of a highly professional...

  • Guest Service Ambassador

    1 day ago

    London, United Kingdom Rapport Guest Services Full time

    Job Introduction **We are hiring a Guest Service Ambassador **to provide excellent service to clients and customers.** Our client is a global media, marketing, and corporate communications company where not a single day is the same! It is a fun and quirky environment and the building is based in the heart of London, at a ten minutes walk from London Bridge....

  • Guest Relations Executive

    7 days ago

    London, Greater London, United Kingdom Sofitel London Heathrow Full time

    Guest Relations Executive - Sofitel London Heathrow The Sofitel London Heathrow is part of the Arora Group. Our company is focused on our people, promoting diversity and friendly work environment. With more than 70 languages spoken, we created a culture of excellence for all our employees. Guest Relations Executive Competitive Plus Great Benefits We treat...

  • Guest Relations Executive

    3 days ago

    London, United Kingdom InterContinental London - The O2 Full time

    **We treat our team like family and our guest like royalty!** At the **InterContinental London - The O2**, we are passionate about exploration and discovery. Located on London’s vibrant Greenwich Peninsula, **InterContinental London - The O2** is one of the most impressive conference venues in London. The hotel exposes breath-taking views of the river...

  • Guest Relations Executive

    6 days ago

    London, United Kingdom InterContinental London - The O2 Full time

    **We treat our team like family and our guest like royalty!** At the **InterContinental London - The O2**, we are passionate about exploration and discovery. Located on London’s vibrant Greenwich Peninsula, **InterContinental London - The O2** is one of the most impressive conference venues in London. The hotel exposes breath-taking views of the river...