Guest Relations Assistant

Tylney Hall Hotel; Hook; On-site; GBP 18,000 - 23,000; Full time

Job summary

Elite Hotels is seeking a Guest Relations Assistant to be the first point of contact for guests, both in person and by phone, at a 4-star hotel. You will work with our Front of House Team to provide first-class service, ensuring smooth check-in/out processes and swift handling of enquiries.

You will influence guests' impressions by delivering outstanding service, with strong communication, administration skills, and attention to detail.

Qualifications

• Excellent communication and administration skills are essential.
• Eye for detail and strong organisational abilities are important.
• Customer service experience is helpful but not strictly required for this role.

Responsibilities

• Greet guests and create a warm, professional first impression.
• Manage guest check-ins and check-outs efficiently.
• Handle guest enquiries, requests and concerns during their stay.

Skills

Communication skills

Administrative skills

Attention to detail

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.