Receptionist Hotel/guest Service Assistant

**Job Introduction**

As a Guest Service Assistant/ Receptionist you will create a positive first impression and departure experience for our guests and will be a key contact throughout their stay. The Guest Service Assistant/Receptionist role entails managing and communicating information with other departments, managing guest\'s accounts and looking after the general housekeeping of the front of house area. You will be passionate about delivering professional, efficient and exceptional guest service at all times and will also possess strong organisational skills.

**Main Responsibilities**

The role will be responsible for
- Responsible for the provision of a seamless guest experience by providing considered and personalised service.
- In collaboration with the Guest Relations Manager, review and improve the guest journey in response to guest feedback.
- To ensure a high level of engagement with guests throughout their stay to make them feel at home and to create a warm experience.
- Ensure the Front of House team are aware of business in the hotel through use of the arrivals list, function sheets, occurrence diary or Duty Manager log by hosting a daily morning meeting and using other internal communication channels.
- Ensure all VIPs are flagged accordingly with the correct VIP status, traces & amenities applied on Hart and to conduct research on each guest.
- Check all VIP rooms ensuring that all hotel standards are met and that the appropriate amenities are in place.
- Provide appropriate welcome cards / crave tablet messages to the guests to ensure special occasions are recognized.
- 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.
- 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, this information is used to enhance the guest’s experience and is to be communicated to relevant departments.
- Update guest profiles in HART and proactively use the information stored to support the guest experience, improving and personalising the guest journey accordingly.
- Handle and oversee complaints, ensuring appropriate action is taken to resolve these and to ensure guest satisfaction is maintained, concluding with guest follow-up.
- Passion for delivering excellent customer service.
- The ability to work under pressure and to multi task.
- Immaculate presentation and grooming.
- Strong communication skills.
- Confidence and initiative.
- Computer literacy.
- A clear, friendly and professional telephone manner.

**And now for the good stuff**

Hospitality is all about looking after people and we are committed to our people. We work hard to ensure you can enjoy your job and are well rewarded. As well as excellent training, development and progression opportunities, other benefits include:

- Competitive salary, benefits and we pay above the Real Living Wage Employer.
- 30 days holiday (increasing with length of service).
- We operate a discretionary service charge system.
- 50% Discount on food and beverage across all Exclusive properties.
- Really big discounts of room nights across all Exclusive properties.
- PERKZ discount scheme & Online guides such as Exercise, Wellbeing, and Finance.
- Meals on duty provided for free.
- Recognition and rewards scheme.
- Access to our learning platform including great training and development programs.
- Free gym access + where available dedicated classes.
- B Corp accredited and commitment to improving our People, Product and Planet.
- Free downloads to newspapers, magazines and books.
- Cycle to work scheme.

**Job Types**: Full-time, Permanent

**Salary**: Up to £23,384.00 per year

**Benefits**:

- Cycle to work scheme
- Discounted or free food
- Employee discount
- On-site parking
- Referral programme
- Store discount
- Wellness programme

Schedule:

- 8 hour shift
- Weekend availability

COVID-19 considerations:
Exclusive Collection has been working hard during the pandemic to make sure all it's employees and guests remain safe.

Ability to commute/relocate:

- Sparsholt: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Are you eligible to work in the UK?

**Experience**:

- customer facing: 1 year (preferred)

Work Location: In person

Reference ID: LHH GSA