Guest Service Representative Job at 360 Resourcing Solutions (London)

Job Description

Guest Services Representative role at Lincoln Suites London, Kingsway (Holborn). Located in the heart of central London, an aparthotel overlooking London’s famous Kingsway. The core purpose is to deliver positively OUTRAGEOUS service, putting PEOPLE at the heart of everything, and creating genuine and caring teams who come to work to have fun.

Job Responsibility

To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises to maximise hotel sales
To ensure that you are aware of hotel availability and take every opportunity to maximise room sales. Increase room revenue by supervising effectiveness of room category upselling
To anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments
Ensure that all charges are correctly posted to the guest’s bills following the standard procedures
Deal with cash, cheque, and credit transactions in accordance with the hotel and company policy, and to ensure that any discrepancies are reported immediately
Ensure all messages received for guests are passed on accurately and as quickly as possible
Operate the hotel switchboard and deal with all internal and external calls, according to procedure
Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised
Actively develop positive and effective communication between the Guest Services team and Housekeeping, Maintenance, and the Reservation teams
Ensure that you have a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained
To develop interactive customer relations and to be aware of any possible future requirements. To relay such information to your manager for the enhancement of customer expectation
To ensure that personal data and credit card information are handled as per GDPR and PCI rules

Requirements

Ability to work in a dynamic and fast-moving environment
Have high energy and a fearless do-it-yourself attitude
Desire to learn and develop
Previous experience within a similar role within a hotel environment
Strong communicator that loves to chat to our guests
Someone who comes to work with a smile and want to make sure everyone around you leaves with a smile
Fluency in English
Smart professional appearance
A sense of humour

Nice to have

Hotel reception experience
MEWS PMS experience
Ability to work under pressure independently

What we offer

Healthcare Plan
Pension
Employee Discounted rate to Cycas managed hotels
Reward & Celebration program
Opportunity to grow & develop in and with a hotel management company with multiple hotel brands across Europe
Free Healthcare plan
Pension
Continuous paid Training & Development opportunities

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