Job Description – Guest Services Team Member
Job Title - Guest Services Advisor / Guest Services Team Member
Department - Guest Services / Reception
Reports To - Guest Services Manager
Purpose of the Role
To deliver an exceptional guest experience from pre‑arrival through to departure by providing professional, friendly, and efficient guest services. The role supports bookings, arrivals, departures, payments, daily operations, and guest communications to ensure outstanding service throughout the guest journey.
Key Responsibilities
- Make and amend bookings using RMS
- Pricing and availability check via phone, email and face‑to‑face enquiries
- Taking payments, add requirements, and managing outstanding balances
- Respond to all internal and external messages throughout shifts
- Preparation of welcome packs and programming of keys for guest arrivals
- Meet and greet all guests in a warm and professional manner
- Carry out pool and leisure checks every 30 minutes
- Maintain arrival logs and follow up with guests post check‑in
- Handle complaints professionally and escalate only when necessary
- Process departures and manage late arrivals
- Log and manage maintenance jobs via Elite system
- Maintain stock control and request replenishments in advance
- Complete opening and closing duties as required
- Adhere to all health and safety procedures and tasks
- Communicate effectively with all departments and night porter handovers
- Ensure all emails are responded to on the same day
Knowledge, Skills and Experience
- Strong customer service background
- Excellent communication skills (written and verbal)
- Confident using booking and IT systems (RMS desirable)
- Highly organized with strong attention to detail
- Ability to multitask in a fast‑paced environment
- Flexible approach to working hours including weekends and holidays
Pay: £12.71 per hour
Work Location: In person
