The Guest experience assistant is responsible for providing a warm, professional, and welcoming first point of contact for all hotel guests. The role involves managing guest arrivals and departures, handling reservations and enquiries, processing payments, responding to guest requests, and ensuring that every guest receives a high standard of service throughout their stay.The successful candidate will represent the hotel in a friendly, professional, and courteous manner and will play an important role in creating a positive guest experience. They will also work closely with other departments to ensure that guest needs are communicated effectively and that the hotel operates smoothly.
Permanent / Full time
Key Responsibilities
1. Guest Service and Reception
- Welcome guests to the hotel in a friendly, professional, and courteous manner.
- Provide an efficient and professional check-in and check-out service.
- Verify guest details and ensure all required registration information is completed accurately.
- Explain hotel facilities, services, opening times, policies, and local amenities to guests.
- Respond promptly and professionally to guest questions, requests, and concerns.
- Assist guests with luggage, directions, transportation arrangements, and other reasonable requests where appropriate.
- Maintain a positive and helpful attitude at all times.
- Build good relationships with guests and provide personalised service wherever possible.
- Recognise returning guests and regular customers and provide appropriate levels of service.
- Follow up on guest complaints and requests to ensure they have been resolved satisfactorily.
2. Telephone, Email and General Enquiries
- Answer telephone calls promptly and professionally.
- Respond to guest emails and enquiries in a timely manner.
- Provide accurate information about rooms, rates, availability, facilities, services, and hotel policies.
- Take and relay messages accurately.
- Maintain professional communication standards in all written and verbal interactions.
3. Administration
- Complete daily reception administration and required reports.
- Ensure all relevant information is passed between shifts.
- Maintain organised reception files and documentation.
- Complete handover notes for the incoming shift.
- Keep the reception area tidy, clean, professional, and welcoming.
- Work closely with housekeeping to ensure rooms are clean, inspected, and ready for arrival.
- Communicate guest requests and maintenance issues to the appropriate departments.
- Maintain effective communication during shift handovers.
General Duties
- Maintain a professional appearance and adhere to the hotel's uniform and grooming standards.
- Follow the hotel's policies, procedures, and service standards.
- Attend staff meetings, briefings, and training sessions as required.
- Keep up to date with hotel services, facilities, promotions, and operational changes.
- Assist colleagues during busy periods and contribute to effective teamwork.
- Maintain a positive working relationship with colleagues and management.
- Be flexible and willing to undertake reasonable additional duties within the scope of the role.
Shift ResponsibilitiesThe Guest experience assistant may be required to work a variety of shifts depending on the hotel's operating hours and business requirements. This may include:
- Day shifts
- Evening shifts
- Weekends
- Bank holidays
- Public holidays
- Busy periods and special events
Flexibility and reliability are therefore essential requirements of the position.
Person Specification
- Previous experience in a customer service, hospitality, hotel, reception, or similar role is desirable.
- Excellent verbal and written communication skills.
- A friendly, approachable, and professional manner.
- Strong customer service, organisational and administrative skills.
- Good attention to detail and accuracy.
- Ability to use computers and standard office software.
- Willingness to work flexible hours.
Pay: £27,040.00-£28,288.00 per year
Benefits:
- Discounted or free food
- Free parking
- On-site parking
Work Location: In person
