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Front Desk Guest Service Associate

Job Description

Front Desk Guest Service Associate
Salary: £23,000 per annum (double pay for overtime)
Location: Mayfair, London
Hours: Shift pattern: (Early shift: 7.00am-3.30pm / Late shift: 2.30pm-11.00pm) Prospective candidates must be flexible to work any 5 out of 7 days, and shifts will include weekends and public holidays.

Our client is a premium hotel situated in Mayfair, neighbouring Buckingham Palace and Hyde Park and they are looking for an experienced Front Desk Guest Service Associate to join their team on a permanent contract.

As a Front Desk Guest Service Associate, you will be joining a team with a wealth of experience and knowledge within the hotel sector, allowing you the opportunity to develop your skills and career growth in other areas. We are looking for a well-presented and professional individual with good customer service skills as you will be engaging with the hotels Members and guests at the front desk. You will also be working in an office environment as a reservation's agent and AYS (At Your Service Agent). We are especially keen on candidates that can deal with difficult situations and are flexible to work on weekends and shift work.

Other responsibilities of Front Desk Guest Service Associate:

  • Actively listen and respond positively to guest questions, concerns and address guest's service needs in a professional, positive, and timely manner, assisting other employees to ensure proper coverage and prompt guest service
  • Answer telephone queries using appropriate etiquette, transferring calls to appropriate person/department, and support with the operation of the telephone switchboard station
  • Prepare and review written documents (e.g., daily logs, business letters, memos, reports), including proof-reading and editing written information
  • Process all guest check-ins by confirming reservations in computer system (e.g., OPERA), verifying guest identity, requesting form of payment, assigning room, issuing room key in accordance with property policies and procedures, and filing guest paperwork or documentation
  • Set up accurate accounts for each guest upon check-in according to their requirements
  • Process all check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay
  • Balance and drop receipts according to Accounting specifications
  • Count float at the beginning of shift to ensure that amounts are correct and that there is adequate change as well as counting float at end of shift and secure float
  • Process all payment types such as room charges, cash, checks, debit, or credit
  • Obtain satisfactory alternative accommodations for guests when the property cannot accommodate them
  • Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality
  • Protect the privacy and security of guests and co-workers

Required Skills and Experience:

  • Previous experience as a Front of House/Hotel Receptionist
  • Problem Solving and decision-making
  • Competent user of computer packages
  • Able to work independently as well as in a team
  • Diversity relations experience
  • Interpersonal Skills
  • Strong listening and communication skills
  • Professional telephone etiquette
  • Dependable and organised
  • Professional presentation and positive demeanour
  • Adaptable, flexible and able to multitask
  • Attention to detail
  • Able to confidently resolve conflict

We are working very quickly to fill this post and arrange interviews and an immediate start date, so if you think this sound right for you, please apply now.

Unfortunately, due to the high number of responses we receive we are unable to provide feedback to all applicants. If you have not been contacted within 3-5 days, please assume you have been unsuccessful.


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