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Guest Service Ambassador

2 months ago

Sunninghill, United Kingdom Royal Berkshire Hotel Full time
About the Role

We are seeking a highly skilled and enthusiastic Guest Service Assistant to join our team at Royal Berkshire Hotel. As a key member of our Front of House team, you will be responsible for delivering exceptional guest experiences and ensuring that every guest feels valued and cared for.

Key Responsibilities
  • Provide Seamless Guest Experiences: Offer personalized and considered service to guests, ensuring that their needs are met and exceeded.
  • Collaborate with Guest Relations Manager: Work closely with the Guest Relations Manager to review and improve the guest journey, responding to feedback and implementing changes to enhance the overall experience.
  • Engage with Guests: Build strong relationships with guests throughout their stay, making them feel at home and creating a warm and welcoming atmosphere.
  • Support Front of House Team: Assist the reception and concierge teams in providing exceptional service and ensuring that all guests receive a high level of attention and care.
  • Communicate Effectively: Host daily morning meetings with the Front of House team to ensure everyone is aware of business in the hotel, using internal communication channels to keep everyone informed.
  • Recognize and Reward Guests: Identify and flag VIP guests, ensuring that they receive the highest level of service and attention, and providing welcome cards and messages to recognize special occasions.
Requirements
  • Passion for Customer Service: Demonstrate a genuine passion for delivering exceptional customer service and a commitment to exceeding guest expectations.
  • Ability to Work Under Pressure: Show the ability to work effectively under pressure, multitasking and prioritizing tasks to meet deadlines.
  • Immaculate Presentation: Maintain immaculate presentation and grooming, reflecting the high standards of Royal Berkshire Hotel.
  • Strong Communication Skills: Possess strong communication skills, both written and verbal, and a clear, friendly, and professional telephone manner.
  • Computer Literacy: Demonstrate basic computer literacy and the ability to learn new systems and software.
What We Offer

We offer a competitive salary, benefits, and a range of perks, including a 29-day holiday entitlement, a discretionary service charge system, and access to our learning platform. We are committed to investing in our people and providing opportunities for growth and development.