Guest Experience Executive

Gordon Ramsay Restaurants; London Borough of Lambeth; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Staff discount 50%

Friends & family discount 30%

Training & development

Wellbeing support

Stream wage access

Refer a Friend bonus

Job summary

Gordon Ramsay Restaurants is seeking a high calibre Guest Experience Executive to lead guest bookings and enquiries from our Support Office in Central London WC2N. You will deliver world-class pre-dining experiences over the phone and by email, ensuring accuracy and confidentiality of guest information.

As a senior guest services professional, you will actively listen, respond promptly, and maximise cross-selling and upselling opportunities while maintaining up-to-date knowledge of promotions

Qualifications

• Currently work in a high quality, fast-paced guest service environment.
• Reservations covered: Mon–Sat 9am–8pm, Sun 10am–6pm.
• Outstanding communication and active listening skills.
• Knowledge of hospitality industry standards and processes.

Responsibilities

• Handle guest bookings and enquiries via phone and emails.
• Deliver world-class pre-dining experience for guests.
• Listen actively and respond promptly to guest enquiries.
• Maximise cross-selling and upselling opportunities.
• Ensure guest information is completed accurately on the booking system.

Skills

Communication skills

Problem solving

Active listening

Organisation

Hospitality standards knowledge

Rapport with guests

Tools

OpenTable Guest Centre

Microsoft Office

Job description

We are on the search for a high calibre Guest Experience Executive who can take the lead in handling guest bookings and enquiries via phone or emails at our Support Office in Central London WC2N

As a world-class restaurant business and brand, delivering the highest levels of guest experience is crucial, therefore this role sits at the very heart of our business.

You'll need to be a strong, experienced Guest Services expert with a good understanding of hospitality standards.

Key Accountabilities:

• Responsible for delivering world-class pre-dining experience over the phone and emails
• Actively listen and respond promptly to guests' enquiries
• Ensure cross-selling and up-selling opportunities are maximised
• Ensure inventory for the sites is maximised at all times
• Ensure all required guest information is completed on the booking system (Guest Centre - OpenTable)
• Ensure that all guests related personal information is kept confidential at all times
• Ensure knowledge of all promotions and offerings is kept up to date to enable you to provide guests with accurate information

Requirements:

• Currently work in high quality and fast paced guest service environment
• Flexibility in working hours - 5 days out of 7. Reservations covered: Monday to Saturday 9am to 8pm, Sunday 10am to 6pm
• Outstanding communication skills
• Excellent problem resolution skills along with outstanding communication and active listening skills
• High organisation skills and respectful of current company processes
• Problem solving, active and adaptable listening skills
• Knowledge of hospitality industry standards
• Quickly build rapport with guests and teams

Experience:

• Knowledge of restaurant diary systems (Opentable Guest Centre preferable)
• Knowledge of Microsoft Office
• Excellent communication skills
• Previous experience in a similar role within high volume restaurant group or hospitality business.

What's in it for you:

• Competitive Pay Rate
• A fantastic 50% staff discount on food and drink in Restaurants and on Gordon Ramsay Academy classes & courses
• 30% discount for your Friends & Family in Restaurants and on Gordon Ramsay Academy classes & courses
• Employees can instantly access up to 50% of basic wages earned before payday via Stream
• Refer a Friend Scheme - earn between £250 to £1000 when referring a friend to work with us (T&Cs apply)
• Access to our world-class training & development opportunities globally
• Progress your career through a multi-site and multi-brand, best in class global restaurant group
• Work with and learn from extraordinary culinary and front-of house talent in a diverse, energising and professional restaurant environment
• Preferential Room Rates at Gordon Ramsay Restaurants partner hotel
• MYNDUP - our wellbeing partner where our teams can access up to 2 hours anonymous support a month, fully funded by GRR, for everything from mental health & wellbeing, to counselling or therapy sessions, life & career coaching and more

At Gordon Ramsay Restaurants, we are driven to be an inclusive employer, we are devoted to creating an environment where our amazing teams can thrive, and our aim is to put people at the heart of everything we do. We want our teams to be their authentic self and we truly celebrate diversity in every sense.

We are successful at what we do by cultivating talented teams with diverse skills & backgrounds. Everyone is welcome in our Gordon Ramsay Restaurants family. As we continue to grow and build the business, we are committed to putting diversity, equality, and inclusion at the forefront.