Guest Relations Specialist

2 weeks ago

Edinburgh, United Kingdom RÌGH Properties Full time

**Position Overview**: We are seeking a highly personable and customer-focused Guest Relations Specialist to join our team. As the Guest Relations Specialist, you will play a vital role in ensuring our guests have a memorable and delightful experience from the moment they inquire about their stay until their departure. Your exceptional communication skills and attention to detail will contribute to providing a seamless and personalised experience for our esteemed guests.

**Responsibilities**:
**Pre-Arrival Communication**: Proactively reach out to guests prior to their arrival to obtain essential information such as their arrival and departure times, special preferences, and any additional assistance required, including transportation or luggage handling.

**Efficient Check-In**: Assist guests with the check-in process to ensure a smooth and welcoming arrival experience. Greet guests warmly, provide them with relevant information about the property, and assist with any necessary paperwork or formalities.

**Local Recommendations**: Offer personalised recommendations to guests about local attractions, activities, restaurants, and other points of interest. Tailor suggestions to match their preferences, ensuring an enriching and enjoyable stay in the area.

**Attentive Guest Service**: Attend to all guest requirements during their stay, promptly addressing any needs or concerns they may have. Act as a point of contact for guests, ensuring their requests are fulfilled to the best of your ability.

**Swift Issue Resolution**: Handle any room-related issues or complaints in a timely and professional manner, seeking appropriate solutions to ensure guest satisfaction and comfort throughout their stay.

**Reservation Management**: Track and organise reservations as they come in, ensuring that all guest details are accurately recorded and that the necessary arrangements are made to accommodate their preferences.

**Relationship Building**: Establish and maintain positive relationships with guests, aiming to create a sense of familiarity and ensuring they feel valued and appreciated during their entire stay.

**Requirements (preferred but not essential)**:

- Proven experience in Guest Relations or similar role within the hospitality industry, preferably in luxury serviced apartments or high-end hotels.
- Exceptional communication and interpersonal skills, with a focus on delivering outstanding customer service.
- Adept at anticipating guest needs and providing personalised recommendations and solutions.
- Strong organisational skills and the ability to multitask effectively in a fast-paced environment.
- Knowledge of the local area and its attractions to offer valuable insights to guests.
- Problem-solving skills with the ability to handle guest complaints and resolve issues with diplomacy and tact.
- Proficiency in using reservation management systems and various communication platforms.
- Flexibility in working hours, as the position will require weekend and holiday shifts.

**Salary**: From £23,000.00 per year

**Benefits**:

- Company pension
- Private medical insurance

Schedule:

- Every weekend
- Monday to Friday

Supplemental pay types:

- Bonus scheme

Ability to commute/relocate:

- Edinburgh, City of Edinburgh: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 1 year (required)

**Language**:

- English (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person

Application deadline: 07/08/2023
Expected start date: 04/09/2023

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