Guest Service Agent - Front Desk & Guest Experience

Sandman Hotel Group; Crawley; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

28 days holiday

Pension

Rewards & recognition

Growth opportunities

Training programme

Team member rates

Food discount on shift

Cycle to Work Scheme

EAP

Complimentary nights after 12 months

Job summary

Sandman Hotel Group is seeking a Guest Service Agent/Receptionist (Full-time) to be the welcoming face of the hotel in Crawley. The role involves checking guests in/out, handling inquiries, and ensuring a smooth front desk operation with a proactive attitude.

Strong customer service skills and a friendly, professional demeanor are essential, along with proficiency in Microsoft Office and Maestro software. The position offers a comprehensive benefits package and opportunities for growth.

Qualifications

• Experience in all aspects of customer service and people management.
• Strong working knowledge of accounting practices and principles.
• Ability to analyze and interpret the needs of clients and offer appropriate options, solutions, and resolutions.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Able to effectively communicate both verbally and in writing.
• High level of proficiency with Microsoft and Maestro software packages.

Responsibilities

• To provide a warm, welcoming and friendly environment.
• Responsible for checking guests in and out of the Hotel.
• Luggage assistance.
• Issues room keys, pamphlets, discount cards, etc.
• Answers various questions from guests and arranges transportation for guests.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
• Book telephone reservations.
• Computes bills, collects payment and makes change for guests.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
• Print updated in-house, arrival, departure, and room status reports every two hours.
• Check all unresolved departures.
• Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Write all wake-up call requests on specified form and enter on switchboard.
• Complete welcome calls.
• Clean and tidy front desk area.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• Provide information to staff and/or clients about special activities.
• Observe and report any security issues to the Manager.

Skills

Excellent customer relations

Time-management

Adaptability under pressure

Exceed guest expectations

Verbal and written communication

Microsoft Office

Maestro software

Tools

Microsoft Office

Maestro

Job description

Sandman Hotel Group is seeking a Guest Service Agent/Receptionist (Full-time) to be the welcoming face of the hotel in Crawley. The role involves checking guests in/out, handling inquiries, and ensuring a smooth front desk operation with a proactive attitude.

Strong customer service skills and a friendly, professional demeanor are essential, along with proficiency in Microsoft Office and Maestro software. The position offers a comprehensive benefits package and opportunities for growth.