Guest Services

4 weeks ago

London, United Kingdom Nell Gwynn Chelsea Accommodation Full time

**Who are we?**

All our rental apartments are individually furnished to a high standard with fully equipped kitchens and bathrooms to ensure that your stay in London is homely and comfortable. You choose the apartment that you’d like to stay in - we do not allocate.

Assisting and rreporting to the Guest Services & Reservations Manager (GSRM), the Guest Services & Reservations Coordinator role is primarily responsible for managing the customer journey from the enquiry stage all the way through to check-out and ensuring the guest experience, in all aspects meets and exceeds expectations. The Guest Services & Reservations Coordinator will handle guest queries, reservations and any other activities working closely with the housekeeping team to ensure smooth running of our premium serviced apartment brand. The GSRC will also provide assistance with minor IT-related issues, by reporting it to the relevant customer services or support teams.

**Date to be reviewed**:Every 6 months to reflect any changes.

**Key responsibilities**:

- First point of contact for all guests residing in Nell Gwynn Chelsea Accommodation (NGCA) apartments. Providing excellent customer service by responding to guest enquires in a timely manner and assuring our guests are accommodated to the highest standards at all times.
- Meet and greet clients, assist with apartment familiarisation and any other requests from guests.
- Perform post check-in visits to ensure our guests are provided with all necessary amenities and adhere to their remarks, comments and queries.
- Handle any complaints, and escalate when necessary.
- To update housekeeping with any special requests (i.e., sofa bed) for bookings.
- Ensure that maintenance issues are reported and dealt with and monitored as required.
- To handle all incoming booking enquiries in a professional manner, analysing availability to maximize occupancy.
- Maintaining a contingency room for each evening in the event of an emergency.
- Take payments and reservations, manage extensions.
- Carry out show rounds for potential guests, bookers, and travel agents.
- Build and maintain excellent relationships with our guests, clients, bookers, travel agents and colleagues. Help in raising awareness of our presence and products, that may lead to new business opportunities and relationships.

**Administration**:

- Provide monthly accounting and other departments with relevant reports and information.
- Issue invoices, payment requests for extensions and other reservation related admin.
- Issue guest questionnaires and monitor responses, responding and raising issues internally as necessary.
- Assist with updating and creation of the company SOPs.
- Assist with updating of the apartment guides to ensure standardisation across the portfolio.
- Any other administration jobs that may be required.

**Health & Safety**:
Be aware of Health & Safety and COSHH regulations, including Fire Evacuation requirements.

**Knowledge, skills, experience**:

- Previous experience of customer service within a serviced apartment, hotel or hospitality environment preferred (Ideally high end/ 5-star service)
- Excellent hospitality and communication skills - fluent written and oral English
- Strong customer service ethic
- Knowledge of hospitality in the area especially with local high-end operators, events and activities.
- Can-do attitude and great problem-solving skills.
- Organised and proactive
- An eye for detail
- Diplomatic
- Level-headed, calm and pragmatic, exquisite appearance

**Additional comments**

**Equal Opportunities**

As an equal opportunities' employer, Nell Gwynn Chelsea Accommodation is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

**Salary**: Up to £28,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Day shift
- Monday to Friday

Supplemental pay types:

- Performance bonus

Work Location: In person

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