Who are we?
Nell Gwynn Chelsea Accommodation (www.nellgwynnhouse.com)offers short-term luxury serviced apartments to rent in Nell Gwynn House. Ideal for vacations and business trips we are located on Sloane Avenue in the heart of Kensington and Chelsea, London SW3
All our rental apartments are individually furnished to a high standard with fully equipped kitchens and bathrooms to ensure that your stay in London is homely and comfortable.
Assisting and reporting to the Guest Services & Reservations Manager (GSRM), the Guest Services & Reservations Coordinator role is primarily responsible for managing the customer journey from the enquiry stage all the way through to check-out and ensuring the guest experience, in all aspects meets and exceeds expectations. The Guest Services & Reservations Coordinator will handle guest queries, reservations and any other activities working closely with the housekeeping team to ensure smooth running of our premium serviced apartment brand. The GSRC will also provide assistance with minor IT-related issues, by reporting it to the relevant customer services or support teams.
Key responsibilities:
- First point of contact for all guests residing in Nell Gwynn Chelsea Accommodation (NGCA) apartments. Providing excellent customer service by responding to guest enquires in a timely manner and assuring our guests are accommodated to the highest standards at all times.
- Meet and greet clients, assist with apartment familiarisation and any other requests from guests.
- Perform post check-in visits to ensure our guests are provided with all necessary amenities and adhere to their remarks, comments and queries.
- Handle any complaints, and escalate when necessary.
- To update housekeeping with any special requests (i.e., sofa bed) for bookings.
- Ensure that maintenance issues are reported and dealt with and monitored as required.
- To handle all incoming booking enquiries in a professional manner, analysing availability to maximize occupancy.
- Maintaining a contingency room for each evening in the event of an emergency.
- Take payments and reservations, manage extensions.
- Carry out show rounds for potential guests, bookers, and travel agents.
- Build and maintain excellent relationships with our guests, clients, bookers, travel agents and colleagues. Help in raising awareness of our presence and products, that may lead to new business opportunities and relationships.
Administration:
- Provide monthly accounting and other departments with relevant reports and information.
- Issue invoices, payment requests for extensions and other reservation related admin.
- Issue guest questionnaires and monitor responses, responding and raising issues internally as necessary.
- Assist with updating and creation of the company SOPs (Standard Operating Procedures).
- Assist with updating of the apartment guides to ensure standardisation across the portfolio.
- Any other administration jobs that may be required.
Health & Safety:
Be aware of Health & Safety and COSHH regulations, including Fire Evacuation requirements.
Knowledge, skills, experience:
· Previous experience of customer service within a serviced apartment, hotel or hospitality environment preferred (Ideally high end/ 5-star service)
· Excellent hospitality and communication skills – fluent written and oral English
· Strong customer service ethic
· Knowledge of hospitality in the area especially with local high-end operators, events and activities.
· Can-do attitude and great problem-solving skills.
· Organised and proactive
· An eye for detail
· Diplomatic
· Level-headed, calm and pragmatic, exquisite appearance
Additional comments
The customer is the first priority and the candidate for this role is expected to go above and beyond at all opportunities, to provide our guests with the highest level of customer service.
Equal Opportunities
As an equal opportunities' employer, Nell Gwynn Chelsea Accommodation is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Nell Gwynn Chelsea Accommodation.
Job Type: Full-time
Pay: Up to £30,000.00 per year
Benefits:
Language:
Work authorisation:
- United Kingdom (required)
Work Location: In person
