Customer Service Representative

1 week ago

Reading, Reading, United Kingdom The Roseate Reading Full time

About The Roseate Reading

The Roseate Reading is a luxury hotel brand known for its spectacular attention to detail, providing a bespoke, luxurious experience for its guests. Our hotel is a culmination of opulence and warmth, offering a unique and memorable stay.

Main Responsibilities

  • Ensure accurate guest account setup with valid payment methods.
  • Deliver exceptional customer service by handling requests and complaints to ensure guest satisfaction.
  • Be proficient in Front Office operations, including check-ins, check-outs, and reservations.
  • Provide accurate handovers to returning colleagues at the end of the shift.
  • Knowledge of computerized PMS systems and ensure system is always up-to-date.
  • Handle guest complaints in a careful and courteous manner, providing Front Office Management with sufficient backup information.
  • Adhere to 5-star standards at all times, maximizing revenue through upselling and cross-selling.

Requirements

  • Front Office experience within a 4/5-star environment is preferred.
  • Excellent customer service skills.
  • Attentiveness, well-groomed appearance, initiative, loyalty, maturity, respect for confidentiality and discretion, a positive attitude, and dependability.
  • Enthusiasm in delivering service excellence.
  • Ability to work under pressure while maintaining attention to detail.
  • Excellent command of English, both spoken and written.
  • Display a polite and professional attitude to internal and external guests.

Package Benefits

  • Meals on duty.
  • Provision and laundry of uniform.
  • Employee recognition awards.
  • Performance review and personal development plan.
  • Internal transfer and promotion opportunities.
  • Support in the development of your career.
  • Preferential room rates within the hotel group for yourself and family & friends.

Eligibility

You must be eligible to live and work in the UK to apply for this position and be in possession of a current work visa. In line with the requirements set by the Asylum and Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of the eligibility will be required from candidates as part of the recruitment process.

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