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Guest Services Specialist
2 months ago
Job Title: Concierge
Reporting to: Senior Concierge
Location: Bicester Village
POSITION SUMMARY:
The Concierge is responsible for exhibiting a deep understanding of guest expectations and delivering exceptional service standards across multiple locations. The goal is to exceed guest aspirations from the moment they arrive, ensuring every visitor feels welcomed and valued. A comprehensive understanding of diverse international guest profiles and cultural nuances is essential for adapting interaction styles effectively.
KEY RESPONSIBILITIES:
- Greet guests at strategic points within the Village or at high-traffic external locations.
- Anticipate and respond to both articulated and unarticulated guest needs with efficiency and grace.
- Promote all services within the Village Visitor Centre, focusing on tourist information and retail offerings.
- Facilitate cross-selling of additional services related to the Village.
- Ensure seamless operation of all supplementary services.
- Provide informed insights about various Brands and their unique promotions within the Village.
- Actively foster relationships with Village Brands to drive relevant visitor traffic.
- Support hospitality initiatives within the Village Visitor Centre, continuously enhancing the guest experience.
- Embrace and embody the Value Retail Vision for exemplary Hospitality & Service.
- Offer constructive feedback and suggestions to elevate service delivery and guest satisfaction.
- Assist guests with broader tourism and hospitality services, including booking entertainment, tours, and dining reservations.
- Be knowledgeable about Village operational policies and effectively communicate these to guests.
- Handle customer complaints professionally and in accordance with company policies.
- Compile and submit daily and weekly reports as directed by the Village Visitor Centre Manager.
- Engage with the CRM program to facilitate guest sign-ups.
This role encompasses a variety of tasks beyond those listed above.
BACKGROUND & SKILLS:
- Prior experience in Hospitality, Tourism, Leisure, or Retail sectors is preferred.
- Ability to prioritize tasks and maintain composure under pressure.
- Exceptional interpersonal skills, particularly in engaging with international guests.
- Strong desire to deliver world-class hospitality and proven guest experience.
- Understanding of retail, tourism, and leisure industries or a willingness to learn.
- Effective communication skills with diverse stakeholders.
- Interest in and knowledge of the local area.
- Professional, approachable demeanor.
- Proficient in Microsoft Office applications.
- Strong verbal communication skills; additional language proficiency is advantageous.
- Flexibility to work weekends, evenings, and holidays as required by business needs.
