Hotel Customer Experience Expert

3 days ago


Reading, Reading, United Kingdom Holiday Inn Reading West Full time

Job Description

This role involves ensuring every guest has a safe and outstanding experience during out-of-hours at Holiday Inn Reading West.

The Nights Guest Service Assistant reports directly to the Guest Service Manager and is part of a team based at our hotel in Reading.

The key responsibilities include:

  • Supporting the hotel in achieving all brand and company metrics and objectives.
  • Building and developing relationships with guests, assessing their needs, and adapting style and approach accordingly.
  • Ensuring all repeat guests, priority members, and VIPs receive recognition and appreciation.
  • FOLLOWING SOPs to ensure consistent hospitality for all guests.
  • Maintaining a high level of product and service knowledge about all IHG hotels in your region and promoting the hotel, products, and services and IHG to all guests.

Beyond that, you'll represent our company values and culture, ensuring that service excellence remains our top priority.

About You

We are looking for someone with previous experience in a fast-paced, customer-facing role and passion for delivering exceptional customer service. The ability to anticipate guests' needs is highly desirable. You should be comfortable using a range of technology, including MS Office.

Benefits

Our rewards package includes:

  • Annual Conference Event and Awards
  • Apprenticeships
  • Robust career development opportunities and support for personal growth
  • Attractive discounts across many major retailers, restaurants, and events
  • Complementary Employee, Family, and Friends discounts in hotels across the Kew Green Hotels portfolio and at partner hotels worldwide
  • 50% off food and beverage while staying in our hotels
  • 24/7, 365 days Employee Assistance Line for mental health and wellbeing support, financial, and legal advice
  • FREE and UNLIMITED access to our Leisure Clubs (gym, pool, steam rooms)

Salary and Location

The estimated salary for this role is between £20,000 and £25,000 per annum, depending on experience. The location is Reading, RG7 5HT.



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