Job Description
Guest Experience Agent - Full time (40 hours per week)
As a Guest Experience Agent you are flexible to work on Reception as well as in the heart of the house to ensure that every step in the guest journey is well managed and we are exceeding guest expectations. This position is responsible for proactive management of all hotel communications, administrative duties and provision of outstanding guest service.
DUTIES AND RESPONSIBILITIES:
- Welcome guests and check them in and out in accordance with the hotels policies and procedures.
- Identify VIP and special occasion guest and coordinate with the team to ensure we exceed guest expectations.
- Answers all incoming calls as per requests in a friendly and courteous manner and provide information about hotel services as necessary.
- Transfers calls and/or relays messages to guest rooms, team or departments.
- Logs and manages wake up calls and DND phone requests.
- Manages and answers e-mail correspondence with guests prior to their stay to anticipate their needs/wants
- Collates individual guest service requests and turns them into operational tasks.
- Addresses guests’ service needs with seamless and professional delivery in a timely manner.
- Ensures departure e-mails are sent to guests to ensure a warm farewell and show genuine appreciation.
- Interacts with guests over the phone and email to obtain feedback on product quality and service levels
- Handles guests’ complaints and concerns professionally, seeking assistance as necessary.
- Supports other employees to ensure provision of accurate and prompt guest service
- To be fully aware and adhere to property specific procedures for handling emergency calls (health and safety emergencies, natural disasters, evacuations and bomb threats).
PERSON SPECIFICATION
Essential:
- Strong oral and written English communications skills
- Excellent ability to maintain guest and colleague relationships
- Process improvement oriented and creativity in problem resolution
- Superb organisational skills with rigorous commitment to accuracy and detail
- Ability to use standard software applications (including Microsoft Word and Excel) and an ability to learn specific hotel systems
About Us
The Athenaeum is located in the heart of Mayfair, with stunning views across Green Park opposite. Shrouded in Art Deco beauty, the hotel radiates elegance and the opulence that you would expect for an independent 5* hotel.
Family owned, we benefit from being able to look after our team as the individuals that they are. We are a small family, with a big personality and we are looking for customer focused, detail orientated people to join us in providing a top-class service every time.
Why join us?
In return for your hard work and dedication, you’ll be joining a great team of dedicated hospitality professionals. Alongside the personal touches that come with working for a family run business, we also offer a range of benefits to ensure you feel valued, appreciated and recognised:
- Discount in Hotel Restaurants
- Discounted Hotel stays
- Induction Stay
- Access to our Benefits App
- Loyalty Awards
- Ambassador Celebrations
- Spa Discount
- And many more!
Job Types: Full-time, Permanent
Salary: £26,250.00-£29,000.00 per year
Benefits:
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Gym membership
Schedule:
Ability to commute/relocate:
- London, W1J 7BJ: reliably commute or plan to relocate before starting work (required)
Experience:
- Guest services: 1 year (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: One location