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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

At Exclusive Hotels and Venues, we are committed to providing our guests with unforgettable experiences. As a Guest Services Assistant, you will play a vital role in ensuring that our guests feel valued, respected, and cared for throughout their stay.

Key Responsibilities:
  • Seamless Guest Experience: Provide considered and personalised service to ensure a seamless guest experience.
  • Guest Journey Improvement: Collaborate with the Guest Relations Manager to review and improve the guest journey in response to guest feedback.
  • Guest Engagement: Ensure a high level of engagement with guests throughout their stay to make them feel at home and create a warm experience.
  • Team Support: Support the reception and concierge teams to ensure a smooth and efficient guest experience.
  • VIP Management: Ensure all VIPs are flagged accordingly with the correct VIP status, traces & amenities applied on Hart and conduct research on each guest.
  • Room Preparation: Check all VIP rooms ensuring that all hotel standards are met and that the appropriate amenities are in place.
  • Special Occasions: Provide appropriate welcome cards / crave tablet messages to the guests to ensure special occasions are recognised.
  • Information Management: Ensure the VIP arrivals list is up to date and prepared one week in advance and that any relevant information is communicated to the necessary departments.
  • Guest Profiling: Be the ambassador in the hotel for guest profiling, ensuring that all information is captured in the correct way and entered onto the HART PMS system.
  • Complaint Resolution: Handle and oversee complaints, ensuring appropriate action is taken to resolve these and to ensure guest satisfaction is maintained, concluding with guest follow-up.

We are looking for a highly motivated and customer-focused individual to join our team. If you have a passion for delivering exceptional guest experiences and are committed to providing outstanding service, we would love to hear from you.