Guest Service Executive

6 months ago

London, United Kingdom City Apartments Ltd Full time

**Reporting to**:
Guest Services Manager

**Overall role description**:
To be the primary point of contact for all City Apartments guests during their stay. From the initial arrival through to the day of departure the Guest Services Executive [GSE] provides total ‘support’ of the guest, looking after their needs and delegating or escalating issues as they arise until resolution.

**Key Accountabilities**:

- To take ownership of the final preparation check of the relevant apartment, ensuring that the apartment is 100% ready for occupation when the guest arrives at the building
- To call the guest on their mobile once they have landed in the UK to provide reassurance and to welcome them to London.
- To ensure that every guest is met directly on or shortly after arrival (and preferably not more than 24 hours after arrival) and that keys have been left available for the guest to gain entry to the apartment themselves
- The only exception to the above to be returning guests who decline a face-to-face meeting as they are familiar with the property, but all returning guests must be offered a full arrival check-in.
- To take all new guests through the City Apartments ‘check-in’ process and confirm that they fully understand how all the features of their specific apartment operate
- To ensure that all guests sign and understand the City Apartments check-in forms, and to obtain credit card details where applicable
- To provide information on check-in from the information stand at CAL office as may be appropriate to the guest(s)
- To clarify to guests that the GSE is the primary point of contact for all apartment issues and that the phone number embossed on their key fob should be the first number they call if they need assistance
- To update the check-in notes in the CAL Reservations system by the end of each day so that the rest of the CAL team have all information required
- To re-sync lap-top several times a day so that the GSE and the CAL office have accurate booking status information
- To advise the OM of any maintenance issues and to update the ‘CAL Jobs’ log accordingly
- To be available to all guests when on shift (and overnight when applicable) via the ‘Guest Services Telephone Line’,
- To surprise every guest at least once during their stay, with a proactive personal gesture based on personal information you have gathered through regular face-to-face or telephone dialogue with the guest, to really make the guest feel fantastic about the service they received from CAL, above and beyond requested services. E.g:

- Surprising a guest with a tourist guide to Paris knowing that they were interested in going for the weekend
- Delivering flowers to an apartment for the arrival of a spouse/partner to the apartment
- Telling a Spanish guest about a Spanish delicatessen they might like to visit
- Giving an opera fan a brochure for what’s on at the Royal Opera House.

These ‘surprises’ are to be delivered personally to the apartment with a hand written note.
- To support the above, to keep a stock of tourist/city/London information at CAL head office for ease of reference and to hand out to guests as appropriate
- To support the house keeping and cleaning team as required in their preparation and general cleaning of the CAL apartment portfolio
- To regularly check post boxes at apartments and remove any post that is not for the current guest, bringing other post back to CAL head office for sorting
- With longer term guests (30 days +) the GSE is to have regular documented contact to ensure that all needs are still being met
- At the end of a guest’s stay the GSE is to say ‘goodbye’ and ensure that all aspects of their stay have been outstanding and to clarify to the guest that they are not to leave with our keys/laundry bag etc.
- Be proactive in your communication with our guests and to be creative in finding ways to truly go the extra mile to really delight our guests
- To be proactive and self-disciplined in day-to-day organisation of duties, and to make use of and adhere to required IT systems and other operational processes as appropriate to your role
- To educate yourself as to the clients using City Apartments, their office location, favoured City Apartments locations and typical guest profile (age, job function, length of stay etc).
- To have sound product knowledge of City Apartments and to promote the company and its services to guests with confidence
- To promote City Apartments with a positive attitude both in and out of the work environment and to ensure that confidentiality of guests and that of City Apartments is respected
- To carry out other duties as reasonably requested by the Operations Manager or General Manager, or other senior partner at City Apartments.

**Job Types**: Full-time, Permanent

Pay: From £24,000.00 per year

**Benefits**:

- Company events
- Company pension
- Cycle to work scheme
- Sick pay

Schedule:

- Day shift
- Night shift
- Weekend availability

  • Guest Service Agent

    7 months ago

    London, United Kingdom Guest Experience Full time

    **_Be our star, join us and create your own successful story _** We are currently looking for **Guest Service Agent** to join our team in **Meliá** **White House** **_ Our Benefits Package Includes:_** - **Competitive Salary**: - **Holidays**: 28 days’ holiday including 8 public holidays - **Contributory pension scheme and Life Assurance**: -...

  • Guest Service Agent

    6 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is to know that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. **About Meliá White House Hotel NW1 3UP** Meliá...

  • Guest Service Agent

    6 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** #LI-IV1 Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of...

  • Guest Service Agent

    6 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is to know that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. **About Meliá White House Hotel NW1 3UP** Meliá...

  • 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...

  • Guest Service Ambassador

    7 months ago

    London, United Kingdom Rapport Guest Services Full time

    Role Responsibility Your responsibilities will include to: Warmly greet all guests/ visitors with a smile, following agreed standards. Escort guests to required destination (if required), ensuring smooth transitions between team members at each stage of their journey. Always look for opportunities to develop our service and innovations. ...

  • Guest Services Executive

    6 months ago

    London, United Kingdom Step Ahead Full time

    **Guest Services Executive** **Position Overview**: We are looking for a Guest Services Executive to join our dedicated team. As a Guest Services Executive, you will be at the forefront of our commitment to providing exceptional guest experiences. Your warm hospitality, attention to detail, and dedication to ensuring guest satisfaction will play a vital...

  • Guest Service Ambassador

    6 months ago

    London, United Kingdom Rapport Guest Services Full time

    Job Introduction **We are looking to welcome **a **high**ly** motivated, creative and enthusiastic Guest Service Ambassadors to the Rapport family in **London**.** This is the ideal role for someone who has an incredible ability to spark immediate Rapport with the guests arriving to the building. You will be an integral part of a highly professional team...

  • Guest Experience Ambassador

    6 months ago

    London, United Kingdom Central Guest Services Full time

    **Join the UK’s most dynamic collection of hotels and restaurants** - At Edwardian Hotels London, it’s the people who create unforgettable memories for our guests. We are always looking for hospitality professionals to join our family and bring new ideas to how we can provide the best possible experience. Professionals who understand and believe in our...

  • Guest Service Executive

    6 months ago

    London, United Kingdom Hilton Full time

    **Here's a good lead for you** **WELCOME TO A WORLD OF OPPORTUNITIES -** No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal. “To share the light and warmth of hospitality”. With amazing training,...

  • Guest Services Executive

    7 months ago

    London, United Kingdom Thistle Full time

    **Guest Services Executive**: **Contract Type** - Permanent - 39 hours per week**Employment Type** - Full TimeThe 4 star Thistle Marble Arch, located just off Oxford Street and a short walk from the West End and Hyde Park is the latest addition to Thistle Hotels. With 692 stylish and spacious bedrooms, the latest technology and 13 meeting rooms, join an...

  • Guest Service Ambassador

    6 months ago

    London, United Kingdom Rapport Guest Services Full time

    Job Introduction We are recruiting Guest Services Ambassadors - Hospitality and Reception to join our team based at our prestigious client's offices in the heart of the City of London. You will be part of a fantastic team and will enjoy working in a fast-paced environment. The core hours of the GSA will be an 8-hour shift within the service hours of 07.00...

  • Guest Service Ambassador

    6 months ago

    London, United Kingdom Rapport Guest Services Full time

    Job Introduction **We are recruiting Guest Services Ambassadors - Hospitality and Reception to join our team based at our prestigious client's offices in the heart of the City of London.** You will be part of a fantastic team and will enjoy working in a fast-paced environment. The core hours of the GSA will be an 8-hour shift within the service hours of...

  • Guest Service Ambassador

    6 months ago

    London, United Kingdom Rapport Guest Services Full time

    Job Introduction **We are recruiting a Guest Services Ambassador - Hospitality and Reception to join our team based at our prestigious client's offices in the heart of the City of London.** You will be part of a fantastic team and will enjoy working in a fast-paced environment. The core hours of the GSA will be an 8-hour shift within the service hours of...

  • Guest Service Ambassador

    6 months ago

    London, United Kingdom Rapport Guest Services Full time

    Job Introduction **We are recruiting Guest Services Ambassadors - Hospitality and Reception to join our awarding team based at our prestigious client's offices in the heart of the City of London.** You will be part of a fantastic team and will enjoy working in a fast-paced environment. The core hours of the GSA will be an 8-hour shift within the service...

  • Guest Services Ambassador

    6 months ago

    London, United Kingdom Rapport Guest Services Full time

    Job Introduction **We are delighted to be recruiting a Guest Services Ambassador to join a brand-new Rapport team at our client's offices located near St Paul’s in London. **Our client is a UK is a leading IT company which brings together the right technology & expertise to solve your most complex organisational challenges. **_This is a full-time,...

  • Switchboard Guest Service Line Supervisor

    6 months ago

    London, United Kingdom Guest Experience Full time

    **_“The world is yours with Meliá”_** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. **About ME London Hotel, WC2R 1HA** ME by Meliá...

  • Guest Service Executive

    6 months ago

    London, United Kingdom City Apartments Ltd Full time

    **Reporting to**: Guest Services Manager **Overall role description**: To be the primary point of contact for all City Apartments guests during their stay. From the initial arrival through to the day of departure the Guest Services Executive [GSE] provides total ‘support’ of the guest, looking after their needs and delegating or escalating issues as...

  • Switchboard / Guest Service Line Agent

    6 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the...

  • Switchboard / Guest Service Line Agent

    6 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world? **About Meliá White House Hotel NW1 3UP** Meliá White House is a modern and elegantly...