Guest Experience Lead - Front Desk & WOW Service

Thefellowshouse; Cambridge; Sur place; GBP 23 000 - 27 000; Plein temps

Avantages offerts par ce poste

Go Hilton Travel Programme

Staff meals

Career development

Learning & development

Résumé du poste

The Fellows House Cambridge is seeking a Guest Experience Assistant to support the Front Office and ensure guest arrivals run smoothly. You will welcome guests, manage check-in and check-out, provide accurate information about rooms, rates, and local attractions, and handle routine queries with a professional, friendly manner.

We value energetic, customer-focused team members who thrive in a dynamic, multicultural environment and are committed to delivering WOW experiences.

Qualifications

• UK citizen or valid work permit
• Proficient numeracy and literacy skills
• Previous experience in a customer-facing role
• Ability to multi-task
• Professional manner and positive attitude

Responsabilités

• Efficient check-in and check-out
• Complaint handling
• Provide detailed information on hotel rooms, best rates, promotions, amenities, and local attractions
• Follow up on guest requests
• Proactively maximise rooms and F&B upselling
• Monitor reservations and take action accordingly
• Complete daily checklists
• Take and redirect calls
• Comply with health and safety regulations
• Attend training courses and assist with night shifts when required
• Adhere to hotel values at all times

Connaissances

Customer service

Guest interaction

Multitasking

Communication

Description du poste

The Fellows House Cambridge is seeking a Guest Experience Assistant to support the Front Office and ensure guest arrivals run smoothly. You will welcome guests, manage check-in and check-out, provide accurate information about rooms, rates, and local attractions, and handle routine queries with a professional, friendly manner.

We value energetic, customer-focused team members who thrive in a dynamic, multicultural environment and are committed to delivering WOW experiences.