Job Title: Guest Services Coordinator          

Department: Guest Services                

Inspired and Supported by: Guest Services Supervisor

Salary: £29,860 including service charge

Shift hours: Monday to Sunday 07:00 to 15:30 and 14:30 to 23:00

Your purpose will be: To provide an extraordinary and seamless guest experience whilst communicating with all teams and ensuring a high attention to detail. A strong level of initiative and team spirit is essential in this role

You will be accountable for:

• Ensuring all enquiries are actioned in a timely and efficient manner while meeting all service standards
• Handling telephone communications encompassing switchboard, Food and Beverage and all in house guest requests, whilst assisting with In Room Dining, Concierge requests and Valet/Laundry
• Providing knowledgeable responses and recommendations to all guest enquiries, whilst taking every opportunity to exceed expectations
• Setting teams up for success through accurate arrivals report checks and clear communication

Your key responsibilities & contribution will be:

• Ensure internal and external calls are handled according to our service standards
• Knowledge of all telephone, communication and booking systems
• Knowledgably answer all general and food and beverage enquires whilst accurately placing Afternoon Tea, Bar and Restaurant reservations accordingly.
• Ensure clear communication channels and methods with all other departments in order to facilitate complete guest service
• Full pre-arrival preparation for guests including advance contact with guest, updating the systems and clearly communicating all relevant information with the relevant teams
• Actively participate in up selling and cross selling the hotels services.
• Take in-room dining orders, up-sell daily specials and dishes appropriately, ensuring orders are entered accurately in SilverWare for prompt delivery
• Assistance with rooms’ coordination to ensure the smooth running of daily operations
• Thorough checking and preparation of pre-arrival reports and coordinating guest itineraries
• To drive innovation and continuous improvement of the department to ensure a seamless experience for all guests from pre-arrival through to post stay.
• To initiate, develop and maintain excellent service standards with a consistent focus on the guest experience.