Guest Relations Executive

5 months ago

Cambridge, United Kingdom Gonville Hotel Cambridge Full time

**Guest Relations Executive**:
**Gonville Hotel Cambridge**:
**Salary**:£25,000 per annum**

**Job Type**:Permanent**
**Hours**:Full-time**
**Town**:Cambridge***:
Gonville Hotel is a four-star hotel situated in the heart of Cambridge, overlooking the historic Parker’s Piece.Being located centrally makes Gonville Hotel the perfect base for a stay in the city, attracting both holidaymakers and businesspeople.

With a range of events and unique dining opportunities, our hotel is also a destination for people resident in the city.

We are currently recruiting for a **Guest Relations Executive **to join our Truly Talented team.

Reporting directly to the Operations Manager, this is an exciting role for a talented individual who is looking for career growth and for the opportunity to lead a hardworking team.

**What we offer**
- £25,000 per annum
- Permanent, full-time contract (40hrs per week)

**Benefits**
- Hotel discounts across all Axiom Hospitality hotels - colleague rates and up to 50% discount on F&B;
- 28 days holiday, including bank holidays, increasing yearly to 33 days;
- Discounts across retail, restaurants, events and more through our benefits & rewards portal;
- Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
- Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
- Yearly complimentary Axiom Xcape stayover after one year of service;
- A growing team with great training, progression, and promotion opportunities;
- Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
- Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more

**Your role**

As a **Guest Relations Executive** you will provide courteous and efficient service to all guests and maintain the levels of service to the highest standards at all times.

You will lead by example and greet guests in a warm, friendly manner and be a true ambassador for excellent service, dealing with all requests and queries in an efficient and professional manner, whether face-to-face or over the telephone.

You’ll work in a busy and hardworking team environment, where you’ll continually learn and develop.

Responsibilities of a **Guest Relations Executive **will include but are not limited to:

- Address guests' service needs in a professional, positive, and timely manner;
- Perform security walks and ensure to report and deal with any safety and security challenges;
- Follow property-specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters);
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment;
- Identify and correct unsafe work procedures or conditions and/or report them to higher management and security/safety personnel;
- Setting a clear example for all staff members with regard to personal presentation and positive attitude;
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes to resolve issues, delight, and build trust;
- Regularly review our guest experience feedback, share results and comments and work to improve each facet of the business;
- Continuously improve all operational processes and ensure these are clearly communicated to the relevant team members.

The ideal person for this role will be enthusiastic about change, focused on details and trusting.

**The core skills and experience required to succeed**
- Truly passionate about the Hospitality Industry;
- Previous experience as a receptionist or reception supervisor is required;
- Ability to understand our guests’ needs to create exceptional service experiences, that result in lasting memories;
- Outstanding customer service skills with the ability to anticipate guests’ needs;
- A strong leader capable of motivating and influencing others to work to defined procedures and standards;
- Excellent personal presentation;
- Ability to function independently with a minimum of supervision;
- Excellent communication skills, the ability to communicate verbally and in writing;
- To be an enthusiastic team player with a flexible approach.

Having these core skills will put you one step further to joining Axiom Hospitality and the Gonville Hotel Cambridge.

**Opportunities for all**

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back wh

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