Guest Service Executive

1 week ago

City of London, Central London, United Kingdom City Apartments Ltd Full time

Reporting to:Guest Services Manager

Overall role description:

To be the primary point of contact for all City Apartments guests during their stay. From the initial arrival through to the day of departure the Guest Services Executive [GSE] provides total support of the guest, looking after their needs and delegating or escalating issues as they arise until resolution.

Key Accountabilities:

  • To take ownership of the final preparation check of the relevant apartment, ensuring that the apartment is 100% ready for occupation when the guest arrives at the building
  • To email your allocated arriving guests within 72 hours prior to arrival (or as soon as the apartment details are confirmed by reservations) to introduce yourself and clarify details for their arrival
  • To call the guest on their mobile once they have landed in the UK to provide reassurance and to welcome them to London.
  • To ensure that every guest is met directly on or shortly after arrival (and preferably not more than 24 hours after arrival) and that keys have been left available for the guest to gain entry to the apartment themselves
  • The only exception to the above to be returning guests who decline a face-to-face meeting as they are familiar with the property, but all returning guests must be offered a full arrival check-in.
  • To take all new guests through the City Apartments check-in process and confirm that they fully understand how all the features of their specific apartment operate
  • To ensure that all guests sign and understand the City Apartments check-in forms, and to obtain credit card details where applicable
  • To provide information on check-in from the information stand at CAL office as may be appropriate to the guest(s)
  • To clarify to guests that the GSE is the primary point of contact for all apartment issues and that the phone number embossed on their key fob should be the first number they call if they need assistance
  • To email every guest within 24 hours of check-in to confirm your contact details to them.
  • To update the check-in notes in the CAL Reservations system by the end of each day so that the rest of the CAL team have all information required
  • To re-sync lap-top several times a day so that the GSE and the CAL office have accurate booking status information
  • To flag to the Apartment Operations Manager (and/or GM) verbally and by e-mail where items are missing from apartments e.g. laundry bags, keys etc and to follow up and ensure a resolution. But to also take ownership of smaller issues and resolve yourself whenever possible (eg lightbulbs, missing items, minor cleaning issues etc).
  • To advise the OM of any maintenance issues and to update the CAL Jobs log accordingly
  • To be available to all guests when on shift (and overnight when applicable) via the Guest Services Telephone Line,
  • To manage the needs of all guests, and in the event of problems arising to liaise with the correct people either internal to CAL or external 3rd party suppliers as required. To take ownership of the problem until fully resolved and to record the issue within Reservations and to advise the rest of the CAL team via e-mail, and to provide follow up to the guest of the action taken/resolution reached
  • To surprise every guest at least once during their stay, with a proactive personal gesture based on personal information you have gathered through regular face-to-face or telephone dialogue with the guest, to really make the guest feel fantastic about the service they received from CAL, above and beyond requested services.
  • Surprising a guest with a tourist guide to Paris knowing that they were interested in going for the weekend
  • Delivering flowers to an apartment for the arrival of a spouse/partner to the apartment
  • Telling a Spanish guest about a Spanish delicatessen they might like to visit
  • Giving an opera fan a brochure for whats on at the Royal Opera House.
  • These surprises are to be delivered personally to the apartment with a hand written note.
  • To support the above, to keep a stock of tourist/city/London information at CAL head office for ease of reference and to hand out to guests as appropriate
  • To support the house keeping and cleaning team as required in their preparation and general cleaning of the CAL apartment portfolio
  • To regularly check post boxes at apartments and remove any post that is not for the current guest, bringing other post back to CAL head office for sorting
  • With longer term guests (30 days +) the GSE is to have regular documented contact to ensure that all needs are still being met
  • At the end of a guests stay the GSE is to say goodbye and ensure that all aspects of their stay have been outstanding and to clarify to the guest that they are not to leave with our keys/laundry bag etc.
  • Be proactive in your communication with our guests and to be creative in finding ways to truly go the extra mile to really delight our guests
  • To be proactive and self-disciplined in day-to-day organisation of duties, and to make use of and adhere to required IT systems and other operational processes as appropriate to your role
  • To educate yourself as to the clients using City Apartments, their office location, favoured City Apartments locations and typical guest profile (age, job function, length of stay etc).
  • To have sound product knowledge of City Apartments and to promote the company and its services to guests with confidence
  • To promote City Apartments with a positive attitude both in and out of the work environment and to ensure that confidentiality of guests and that of City Apartments is respected
  • To carry out other duties as reasonably requested by the Operations Manager or General Manager, or other senior partner at City Apartments.

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