Guest Relations Assistant

Ashdown Park; Hook; Hybrid; GBP 18,000 - 24,000; Full time

Job summary

Elite Hotels (Rotherwick) Ltd. is seeking a Guest Relations Assistant to be the first point of contact for guests, in person and by phone, within the Front of House team. You will ensure a smooth check-in and check-out process and handle enquiries quickly and politely.

You should have excellent communication and administration skills, an eye for detail, and a passion for delivering outstanding service. Prior guest relations experience is not essential, but a customer-focused approach is

Qualifications

• Excellent communication and interpersonal skills.
• Strong administration abilities and organisational skills.
• Eye for detail and commitment to outstanding service.

Responsibilities

• Welcoming guests and providing a warm, professional first impression.
• Managing guest check-ins and check-outs efficiently.
• Handling guest enquiries, requests and concerns throughout their stay.
• Answering telephone calls and responding to emails in a professional manner.
• Processing payments and maintaining accurate guest accounts.
• Managing room allocations, reservations and special requests.
• Promoting hotel facilities, services and dining options.
• Liaising closely with Housekeeping, Food & Beverage and other departments.
• Resolving guest issues promptly and professionally.
• Maintaining accurate guest information and respecting confidentiality.
• Ensuring the reception area is welcoming and well presented.
• Delivering consistently high standards of service expected within a 4-star hotel.

Job description

Guest Relations Assistant Overview:

To be the first point of contact for all guests, in person and on the telephone, at the heart of the Hotel.

As a Guest Relations Assistant working with our Front of House Team, you will excel at providing guests with first-class service, ensuring a smooth check-in/out process, and handling enquiries swiftly and efficiently. As the first point of contact for guests, you will directly affect their impression and experience of staying at an Elite Hotel. We are proud of the level of service offered at our hotels, and you will play a pivotal role in maintaining these standards. Although specific hotel reception/guest relations experience is not essential, you must understand what constitutes outstanding service. You will have excellent communication and administration skills as well as an eye for detail.

Key Responsibilities:

• Welcoming guests and providing a warm, professional first impression.
• Managing guest check-ins and check-outs efficiently.
• Handling guest enquiries, requests and concerns throughout their stay.
• Answering telephone calls and responding to emails in a professional manner.
• Processing payments and maintaining accurate guest accounts.
• Managing room allocations, reservations and special requests.
• Promoting hotel facilities, services and dining options.
• Liaising closely with Housekeeping, Food & Beverage and other departments.
• Resolving guest issues promptly and professionally.
• Maintaining accurate guest information and respecting confidentiality.
• Ensuring the reception area is welcoming and well presented.
• Delivering consistently high standards of service expected within a 4-star hotel

At Elite Hotels, we have a single-minded and unwavering goal to make every visit to our hotels a positive experience that customers feel compelled to talk about.