Guest Experience Executive

7 months ago

East London, United Kingdom HotelconHospitality Full time

The Guest Experience Executive is the primary representative responsible for creating positive memories for our guests. They assume responsibility for the property whilst on duty and own every guest interaction. They obsess over the guest and take every opportunity to proactively deliver ‘Home Away from Home’ experiences. Our Guest Experience Executives are tactile and agile in their approach, a true all-rounder. They’ll own problems and find solutions with urgency ensuring the guest experience is seamless.

**Typical Duties**
- Owning the guest journey, being the main point of contact for the guest at every touch point of their experience.
- To deliver exemplary intuitive service
- To complete shift task lists similar to a hotel
- To respond to guest feedback in a concise manner, including on public platforms
- To handle guest enquiries and find solutions to issues in a timely manner
- To assist guests with luggage
- To monitor, check and record cleanliness and upkeep standards
- To ensure all public areas are well presented and clean at all times
- To prepare weekly timesheets and carry out other administrative duties
- To manage the front desk including arrivals, departures and deliveries

**Experience**

This role will include lone working and you will take responsibility for the property. We are looking for a minimum of 1 year in a Reception environment and ideally with supervisory experience.

**The Package**

This role is in the hospitality sector and requires flexibility to work on a shift rota covering 24/7. We offer a competitive base salary of £26,000 plus the benefits below:

- Premium pay for shifts beyond 6pm, and additional pay for shifts beyond 11pm
- Premium pay for weekends
- Employees prepare their own roster
- Increasing annual leave entitlement for each year of service (up to 25 days)
- Access to an internal leadership development programme with 75 in person courses
- Access to mentorship program
- Monthly staff social events and 2 epic parties per year
- Access to apprenticeships up to level 7 fully funded
- Employee discount scheme
- Bicycle loan scheme

**Salary**: From £27,000.00 per year

**Benefits**:

- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Employee mentoring programme
- Health & wellbeing programme
- Sick pay

Schedule:

- 8 hour shift
- Flexitime

Supplemental pay types:

- Quarterly bonus

Work Location: In person

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