Guest Services Coordinator

2 days ago

London, Greater London, United Kingdom Accor Full time

Job Title: Guest Services Coordinator

Department: Guest Services

Reporting to: Guest Services Supervisor

Job Summary:

We are seeking a highly skilled and experienced Guest Services Coordinator to join our team at The Savoy Hotel, a luxury hotel managed by Accor. As a key member of our Guest Services team, you will be responsible for providing exceptional customer service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities:

  • Provide exceptional customer service to guests, responding to their inquiries and resolving any issues in a timely and professional manner.
  • Handle telephone communications, including switchboard, food and beverage, and guest requests, while assisting with in-room dining, concierge requests, and valet/laundry services.
  • Provide knowledgeable responses and recommendations to guests, taking every opportunity to exceed their expectations.
  • Set teams up for success through accurate arrivals report checks and clear communication.
  • Ensure internal and external calls are handled according to our service standards.
  • Knowledge of all telephone, communication, and booking systems.
  • Knowledgeably answer all general and food and beverage inquiries, while accurately placing afternoon tea, bar, and restaurant reservations.
  • Ensure clear communication channels and methods with all other departments to facilitate complete guest service.
  • Full pre-arrival preparation for guests, including advance contact, updating systems, and clearly communicating all relevant information with relevant teams.
  • Actively participate in upselling and cross-selling the hotel's services.
  • Take in-room dining orders, upsell daily specials and dishes appropriately, ensuring orders are entered accurately in SilverWare for prompt delivery.
  • Assistance with room coordination to ensure the smooth running of daily operations.
  • Thorough checking and preparation of pre-arrival reports and coordinating guest itineraries.
  • Drive innovation and continuous improvement of the department to ensure a seamless experience for all guests from pre-arrival through to post-stay.
  • Initiate, develop, and maintain excellent service standards with a consistent focus on the guest experience.

Requirements:

  • Excellent communication skills, both verbal and written, with the ability to communicate effectively with people of all levels.
  • Proven organizational skills and able to work independently.
  • Enthusiastic and positive with the ability to build trusting relationships.
  • Previous experience of guest complaint handling and going the extra mile to meet guest needs.
  • Ability to multitask and problem-solve in a fast-paced environment.
  • Keen eye for detail.
  • Flexibility to work different shifts, including night shifts.

Desirable:

  • Knowledge of any or all of switchboard operations, HOTSOS, Open Table, SilverWare, and OPERA.
  • Previous experience in a guest services role.
  • 1-3 years' experience in the luxury hospitality industry.

What's in it for you?

  • Competitive salary and benefits, including pension and life assurance.
  • 31 days of holiday, including public holidays (increasing to 33 days after 5 years).
  • Cashback scheme for everyday wellbeing/healthcare expenses, including Perkbox.
  • Special rates for Accor colleagues and their friends and family, and discounts across Accor hotels worldwide.
  • Fantastic colleague rates in Fairmont and Raffles hotels worldwide, including friends and family.
  • Free stay at The Savoy after successful completion of probation.
  • 50% discount at our iconic American and Beaufort Bars.
  • 50% discount at our world-famous Afternoon Tea.
  • 50% discount at our spa and florist.
  • 50% discount at Gordon Ramsay's River Restaurant and Savoy Grill.
  • 20% at Gordon Ramsay restaurants outside the hotel and restaurant 1890.
  • Laundry services and dry cleaning for uniformed and non-uniformed colleagues.
  • Colleague gym facility and Virgin Active gym membership discount.
  • Employee assistance program.
  • Annual optician reimbursements for eye tests and glasses.
  • English language classes.
  • Colleague restaurant.
  • Local F&B, retail, and gym discounts.
  • Interfaith prayer room.
  • Wellness room.
  • Cycle to work scheme.

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