Guest Services Representative

3 weeks ago


London, Greater London, United Kingdom Accor Full time

As a Guest Services Representative at Accor, you will be the primary point of contact for guests across our London cluster, encompassing St Martins Lane London, Sanderson London & Mondrian Shoreditch. This role is a telephone-based position, primarily based at Mondrian Shoreditch, and requires excellent communication skills and a friendly, professional telephone manner.

Key responsibilities include:

  • Receiving and responding to internal and external telephone calls.
  • Gaining knowledge of the three hotels, hotel staff, and hotel services to answer guest inquiries.
  • Taking and booking reservations for hotel facilities such as restaurants, bars, or afternoon tea.
  • Correctly taking and placing room service orders.
  • Maintaining mutual understanding with all other departments in all hotels and maintaining respectful rapport with regular guests.

Qualifications:

  • Experience in a similar role within a 4/5-star hotel, with boutique hotel experience being advantageous.
  • Outstanding organizational skills and ability to multitask in a fast-paced environment.
  • Exceptional communication skills and excellent command of the English language (written, reading, and spoken).
  • Previous experience working with OPERA preferred.
  • Previous telephone/switchboard experience preferred but not essential.

In addition to a competitive salary, we offer a range of benefits, including:

  • Competitive salary – £25,000 per annum.
  • 40 hours per week - 28 days holiday (inclusive of bank holidays) and contributory pension.
  • Discounted global hotel rates for you across the whole of our brand.
  • A day off for your birthday plus an extra day added to your holiday allowance each year.
  • A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing.
  • Never go hungry - we will make sure you are fed on shift with delicious breakfast, lunch, and dinner served in our team restaurant.
  • Initial on-the-job training to help you understand your role and the venue, then constant communication and guidance to ensure you are the best possible you.
  • Enhanced family leave for when you're expanding your family.
  • Code membership – up to 50% off of your favourite London restaurants, bars, and hotels for you to enjoy in your downtime.
  • Lots and lots of career progression – the world is your oyster to switch it up and grow with us.
  • Party, Party, Party – from regular team drinks to our bi-annual parties. We know how to let our hair down.
  • Experience Stay – it is important to us that you experience Mondrian not just as your place of work but also on the other side as a guest. So you and a guest have a stay on us, expose yourself to the club and enjoy a meal in BiBo.


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