Guest Services Specialist

3 weeks ago

Bicester, Oxfordshire, United Kingdom Bicester Village Full time

Job Title: Concierge

Reporting to: Senior Concierge

Location: Bicester Village

POSITION SUMMARY:

The Concierge is responsible for understanding and anticipating guest needs, delivering exceptional service and hospitality across multiple locations. This role is essential in creating memorable experiences for guests from the moment they arrive, ensuring they feel welcomed and valued. A deep understanding of diverse international guest profiles and cultural sensitivities is crucial for adapting interactions effectively.

KEY RESPONSIBILITIES:

  • Greet guests at significant points of contact within the Village and at high-traffic external locations.
  • Proactively identify and address both expressed and unexpressed needs of guests with efficiency and grace.
  • Promote the Village Visitor Centre's offerings, providing insightful tourist information and retail options.
  • Facilitate the promotion and cross-selling of value-added services associated with the Village.
  • Ensure seamless operation of all additional services offered.
  • Provide informed insights about various Brands and unique promotions available within the Village.
  • Build and maintain relationships with Village Brands to enhance foot traffic.
  • Support hospitality initiatives within the Village Visitor Centre, continually striving to exceed guest expectations.
  • Embody and promote the Value Retail Vision for exemplary Hospitality & Service.
  • Offer constructive feedback and suggestions to enhance service delivery and guest experiences.
  • Assist guests with broader tourism and hospitality needs, including booking entertainment, tours, and dining reservations.
  • Familiarize guests with Village operational policies and procedures as necessary.
  • Handle customer complaints professionally and in accordance with company guidelines.
  • Prepare daily and weekly reports as directed by the Village Visitor Centre Manager.
  • Engage with the CRM program to encourage guest sign-ups.

This role encompasses additional responsibilities beyond those listed above.

BACKGROUND & SKILLS:

  • Prior experience in Hospitality, Tourism, Leisure, or Retail sectors is preferred.
  • Ability to prioritize tasks and remain composed under pressure.
  • Excellent interpersonal skills, particularly in engaging with international guests.
  • Strong desire to deliver world-class hospitality with proven guest experience.
  • Understanding of retail, tourism, and leisure industries or a willingness to learn.
  • Effective communication skills with a diverse range of stakeholders.
  • Knowledge of the local area and its attractions.
  • Professional, approachable demeanor.
  • Proficient in Microsoft Office Suite.
  • Strong verbal communication skills; additional language skills are advantageous.
  • Flexibility to work evenings, weekends, and holidays as required by business needs.

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