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Guest Services Ambassador

2 months ago

Ascot, Windsor and Maidenhead, United Kingdom Exclusive Hotels and Venues Full time

Delivering Exceptional Guest Experiences

The Guest Services Assistant will play a pivotal role in ensuring the seamless delivery of exceptional guest experiences at Exclusive Hotels and Venues. This involves providing considered and personalized service to guests, fostering a warm and welcoming atmosphere that makes them feel at home.

Key Responsibilities:

  • Collaborate with the Guest Relations Manager to review and improve the guest journey in response to feedback, ensuring a high level of engagement and satisfaction throughout the guest's stay.
  • Support the reception and concierge teams in delivering exceptional service, ensuring all guests receive a warm welcome and are well-informed about hotel amenities and services.
  • Ensure the Front of House team is aware of business in the hotel through the use of internal communication channels, including daily morning meetings and the Duty Manager log.
  • Flag VIP guests accordingly, apply relevant amenities, and conduct research to enhance their experience.
  • Verify that all VIP rooms meet hotel standards, with appropriate amenities in place, and provide welcome cards or messages to recognize special occasions.
  • Maintain the VIP arrivals list, ensuring it is up-to-date and prepared one week in advance, and communicate relevant information to necessary departments.
  • Act as the ambassador for guest profiling, capturing and entering information onto the HART PMS system to enhance the guest experience and communicate relevant information to relevant departments.
  • Update guest profiles in HART and proactively use the information to support the guest experience, improving and personalizing the guest journey accordingly.
  • Handle and oversee complaints, ensuring appropriate action is taken to resolve issues and maintain guest satisfaction, concluding with guest follow-up.