Executive Roomspace Ltd is a Serviced Apartments provider. We are currently recruiting for a Guest Services Executive to join our team. This role is based from our Chessington office. If you have a keen eye for detail, can manage multiple tasks at once and can foresee and eliminate problems before they arise, please read on...
Hours: 09:00 – 17:30 (Monday to Friday)
Salary: From 26,000K - Dependent on Experience
The successful candidate will be responsible for a number of duties including (but not limited to):
- Providing excellent customer service to our guests, clients and bookers before, during and after their stay.
- Handling incoming calls from guests, clients and bookers requiring information on properties/apartments.
- Maintaining an awareness of all ongoing guest and maintenance issues across our inventory so that efficient and effective updates and assistance can be provided to guests, clients and the wider operational team.
- Responding to guest queries/requests/complaints, via telephone and email, with solutions which exceed their expectations.
- Liaising with the clients and/or bookers of our apartments to get the arrival details of our guests.
- Running Arrival Reports and scheduling Meet and Greet Arrivals.
- Managing the allocation and return of keys.
- Checking guests into apartments during busy periods.
- Running daily reports for all external housekeeping suppliers and the in-house Laundry Department.
- Arranging contractor access to apartments when guests are in-house.
- Managing the allocation of car parking spaces and permits.
- Scheduling works for our in-house Maintenance Team using our Operations software package.
Key Skills:
- Excellent interpersonal/customer service skills.
- Commitment to delivering a high levels of customer service.
- Outstanding communication skills with the ability to liaise with a range of clients and guests.
- Proficient with the use of Microsoft Office including: Outlook, Word and Excel.
- Organisation skills are essential.
- A friendly, yet professional, manner – a good sense of humour will also come in handy!
- The ability to stay calm under pressure.
- Accountable and resilient.
- Computer-literate.
Job Type: Full-time
The successful candidate will be required to join our Duty Manager rota. This entails taking home a laptop and mobile telephone along with keys for apartments, to provide emergency assistance to guests outside of standard office hours. Lockouts, heating and hot water failure, difficulty finding their apartment, appliance troubleshooting etc. Online Out of Hours guides are available for all properties, meaning assistance usually entails troubleshooting over the phone or arranging for a contractor to attend. The Duty Manager is also responsible for Meet and Greets at our apartments outside of office hours. Approximate Duty Manager shifts: 4 per year, each lasting one week. Additional payments are made for this.
Benefits:
Contributory Pension Scheme
21 Days Paid Holiday plus Bank Holidays
Company Mobile Telephone
Roomspace does not discriminate on grounds of Age, Disability, Gender Assignment, Marriage and civil partnership, Pregnancy and maternity, Race, Religion and belief, Sex, Sexual orientation and comply with all relevant UK legislation.
Job Types: Permanent, Full-time
Pay: From £26,000.00 per year
Benefits:
- Company pension
- On-site parking
- Sick pay
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 1 year (required)
