Guest Service Agent

2 weeks ago

Chester, United Kingdom Residential Estates Ltd Full time

Guest Relations (Travel) FTE £21,000 Plus additional on call pay.

Summary: We are seeking a skilled and enthusiastic Guest Relations Coordinator to join our team. As a key member of our travel operation, you will play a vital role in ensuring exceptional guest experiences throughout their journey. Your primary responsibility will be to provide personalised assistance and support to our guests, enhancing their satisfaction and loyalty.

**Responsibilities**:

- Welcome guests upon arrival via phone call, demonstrating a warm and friendly demeanour.
- Provide detailed information about the property facilities, services, and nearby attractions to assist guests in making informed decisions.
- Assist guests with check-in and check-out procedures, ensuring a seamless and efficient process.
- Address guest enquiries, concerns, and requests promptly and professionally, ensuring high levels of guest satisfaction.
- Anticipate guests' needs and offer personalised recommendations to enhance their travel experience.
- Coordinate special arrangements and services for guests, such as transportation, dining reservations, and recreational activities.
- Act as a liaison between guests and various departments within the company, effectively communicating guest preferences, special requests, and feedback.
- Respond to guest feedback, reviews, and complaints in a timely and courteous manner, striving to resolve issues and exceed guest expectations.
- Maintain accurate guest records, ensuring confidentiality and data protection.
- Collaborate with other team members to maintain a high level of service across all areas.
- Stay updated with industry trends, local events, and travel-related information to provide valuable insights and recommendations to guests.

**Requirements**:

- Proven experience in a guest relations or customer service role, preferably in the travel or hospitality industry.
- Excellent interpersonal and communication skills, with the ability to build rapport and engage with diverse individuals.
- Strong problem-solving abilities and the capacity to handle challenging situations calmly and efficiently.
- Outstanding organisational and time management skills, with the ability to multitask and prioritise responsibilities.
- Flexibility to work in shifts, including weekends and holidays, based on operational requirements.
- Proficiency in using computer systems, reservation software, and customer relationship management (CRM) tools.
- A positive attitude, a genuine passion for delivering exceptional guest service, and a commitment to continuous learning and improvement.
- You must have a full clean driving licence.

Join our dynamic team and contribute to creating unforgettable travel experiences for our valued guests. Full and part time roles available starting from 25 hours with great opportunities for progression. Weekends and on call representative on a rota basis.

**Job Types**: Full-time, Part-time, Permanent
Part-time hours: 25 per week

**Salary**: £20,000.00-£21,000.00 per year

**Benefits**:

- On-site parking

Schedule:

- Monday to Friday
- Overtime
- Weekend availability

Ability to commute/relocate:

- Chester: reliably commute or plan to relocate before starting work (required)

Work Location: In person

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