Guest Service Executive

6 months 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 conscious choices becoming the rhythm of life:
Connecting with people who bring something unique to the team
Inspiring guests who expect luxury and care about how it’s delivered.
Giving back to those who have placed their trust in us.
Sharing our time within the local community through recognised charities and community events.
Choosing products for a reason and reducing wastefulness.

The hotel has an opportunity available for a Guest Service Executive.

**Your duties will include**:

- Work closely with Hotel Manager to develop, implement and maintain standards of performance procedures to ensure that the department runs effectively and professionally, creating a welcoming environment and providing extraordinary customer care.
- Deliver an outstanding welcoming experience to our everyone and ensures seamless arrival and departure process.
- Engage and build relationships with colleagues, regular guests, first time guests, residents and non-residents, quickly assessing guests needs and flexing style appropriately.
- Ensures all pre and post stay interactions are completed in a timely manner and in line with hotel standards.
- Monitor hosts and lobby and actively participating in guest interactions.
- Demonstrate and lead by example in execution of the service steps.
- Sense guest needs and quickly responds to maximum satisfaction with service coordination in a timely execution.
- Ensure that through the promotion of knowledge, expertise and personality, incredible experiences are created.
- Undertaking Duty Management shifts as required.
- 2 years’ experience as Guest Service Executive in a lifestyle/luxury environment.
- The ability to lead team in the delivery of Guest Service and VIP standards and extra-ordinary customer care.
- Exceptional customer care skills with the ability to deliver problem solving and service resolution and recovery.
- Excellent interpersonal and communication skills with the ability to communicate with everyone.
- Have strong organisational and time management skills with a high degree of flexibility.
- Excellent written and spoken English.

**If you can demonstrate the following skills, that would be an advantage**:

- Knowledge and use of Protel or Protel Air PMS system.
- Hotel preopening experience.
- Ability to speak a second language.
- Passion for environmental, sustainability, charity, community or volunteering activities.

**What we offer**:
Reporting to the Executive Chef and Sous Chefs your hours of work will be 40 per week, working to a flexible rota, with a 30-minute break included 5 days over 7 on a rota basis, covering various shifts, from breakfast to evenings, weekends and bank holidays.

**Health and Wellbeing**:

- Cycle to work scheme.
- Use of the on-site gym.
- Dedicated employee assistance programme through Health Assured.
- Wagestream financial wellbeing: stream up to 40% pay as its earned and set automatic savings to support your financial security.

**Celebration**:

- Complimentary overnight stay at one of the hotels to celebrate your work anniversary.
- Birthday bonanza holiday: an extra days' holiday on your birthday.
- Recommend a friend bonus: upto £750 when you recommend a friend to work at one of our properties. *
- Paid volunteering: 2-days paid volunteering with our local community charity partnerships. *

**Discounts**:

- Discounted hotel rooms through Preferred Hotels.
- Discounts for you and up to 5 friends at our bars and restaurants

**The Standard Gear**:

- 28 days holiday per year, including public and bank holidays, increasing to 33 days with annual anniversary increments.
- Meals included whilst on duty.
- A competitive salary, commensurate with the experience of the role.
- Workplace pension scheme.

(* terms and conditions apply).

**Social Responsibility**

Middle Eight is privately owned and operated by Shiva Hotels Group LLP. Shiva Hotels strives towards running its business in a socially responsible way. We recognise that we have a responsibility to play a critical role in increasing awareness and taking what positive action we can to prevent modern slavery and human trafficking within our business operations.

**Eligibility to Work**

In line with the requirements of the Immigration, Asylum and Nationality Act 2006, you will be asked to provide documented evidence of eligibility to live and work in the UK.

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