Guest Services Assistant

4 months ago

NewcastleunderLyme, United Kingdom Holiday Inn Stoke on Trent Full time

This role? It’s ALL about the guest and delivering an outstanding service for them during the night.

Outstanding being safe, hospitable and positively memorable experience. You’ll be playing a key role in supporting your hotel achieving its performance metrics and objectives – and you’ll care about doing so, along with an incredible team in Guest Services.

What you’ll be doing as a Guest Service Assistant

Ensuring that all guests experience an outstanding level of service during out-of-hours Ensuring that every guest experiences a safe visit, exceeding all expectations surrounding cleanliness Engage, build and develop relationships with late check-in guests, assessing their needs and flexing style and approach appropriately Being attentive to all guests and looking for opportunities to up-sell and make recommendations to enhance their experience Demonstrating a sales mentality to selling bedroom, M&E and F&B including making recommendations for guests to upgrade, dine in the restaurant and upgrade to breakfast Responding to any guest complaints (hopefully these will be far and few between because of how incredible the service is you are delivering) and finding ways to turnaround any negative feedback Processing telephone or walk-in reservations accurately

What’ll make you a great fit

You’ll need to be a night owl given the hours you’ll be working It doesn’t matter where you’ve gained your experience, as long as you are driven and have incredible customer service abilities and confidence to anticipate and deliver on guests needs You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless You’ll love people – and as a result, have great interpersonal and communication skills Details? You love them You’ll be incredibly attentive with guests as a result Flexible and able to remain focused on results under pressure and to challenging deadlines Self-motivated and confident Hard-working but FUN

Our amazing benefits

Do you enjoy travelling? A fun weekend away? We've got you covered with preferential rates Alternatively, if we do not have a hotel in that location, why not take advantage of our International IHG discounts? We also have shopping and discount opportunities in retail, restaurants, and events (because we know life isn't all about work). Are your family and friends envious of your deals? Why not give them a discount code for hotels throughout the Kew Green Hotels estate FREE membership to the Leisure Club Progression and room for growth, with opportunities in the UK and abroad - we have training, courses, and updates at your fingertips KewFest, Employee Appreciation Week, and Awards evening are all annual events. Progression and room to grow, with opportunities across the UK and internationally Flexible attitude and working hours. Mental Health Support with our 24/7, 365 Employee Assistance Line

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