Guest Service Assistant (Concierge)

Marine & Lawn; Oxford; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Company Discount on rooms

Recommend a friend scheme

Employee benefits portal discounts

24/7 Employee Assistance Program

Discounts on food & beverage

Recognition incentives

Team Member Events

Complimentary meal on duty

Parking for various vehicles

Job summary

Graduate Hotels is seeking a Guest Service Assistant for The Randolph Hotel in Oxford. You will act as Concierge, ensuring memorable guest experiences and supporting day-to-day hotel operations.

Responsibilities include greeting guests, recommending local experiences, handling enquiries, assisting with check-in/out, and upselling. A full driving license is required, with English proficiency and the ability to work shifts, weekends, and bank holidays.

Qualifications

• Full driving license required (over 21 for insurance)
• Customer service experience
• English communication skills, both verbal and written
• Team player with a positive attitude
• Basic computer literacy
• Knowledge of PMS desirable

Responsibilities

• Greet guests and create a welcoming arrival and departure experience
• Recommend local experiences and attractions to guests
• Handle guest enquiries, arrange taxis and bike rentals
• Assist with check-in/check-out when needed
• Resolve guest concerns and take ownership of feedback to ensure satisfaction
• Prepare and deliver in-room amenities for VIPs and regular guests
• Maintain a tidy front desk and assist with luggage
• Participate in front-of-house upselling initiatives
• Be knowledgeable about hotel facilities, events, and safety procedures
• Collaborate with colleagues to meet guest service goals
• Record maintenance issues in the system and communicate with other departments
• Other duties within the role as required

Skills

Full driving license

Customer service experience

English communication

Team player

Basic computer skills

PMS knowledge

Tools

PMS

Job description

Graduate Hotels is seeking a Guest Service Assistant to join The Randolph Hotel and its brilliant team of hospitality enthusiasts!

The landmark 151-bedroom Randolph Hotel in Oxford is part of the Graduate Hotels collection. The boutique hotel takes inspiration from the prestigious Oxford University, with nods to college architecture and crests, as well as "Alice's Adventures in Wonderland," created by alumnus Lewis Carroll.

THE ROLE

As Concierge for the hotel, you will be the first and last Team Member our guests see and creating memorable experiences will be your top priority. You will be enthusiastic about providing inspiring service and supporting the day-to-day operation of the hotel.

YOUR JOB DUTIES AND RESPONSIBILITIES

• Greeting guests and creating a welcoming and memorable arrival/departure experience.
• Recommending places in the community for our wonderful guests to experience.
• Dealing with guest enquiries, booking taxis, and arranging bike rentals.
• Support with checking guests in/out (when required).
• Resolving guest concerns - you will be fully empowered to make decisions whilst dealing with guests and are expected to take full ownership of the feedback to ensure every guest leaves the hotel happy.
• Checking daily arrivals lists for VIPs, as well as preparing and delivering in-room amenities.
• Maintaining the front desk by keeping it clean and tidy.
• Assisting guests with their luggage and anticipating any requests they might have.
• Receive/store mail and messages for the hotel and guests.
• Taking part in the Front of House upselling initiatives.
• Being fully knowledgeable of the hotel facilities, daily events, and all fire and emergency procedures.
• Assisting fellow Team Members both within and outside your normal department where possible to ensure operational and guest service requirements are achieved at all times.
• Recording any maintenance issues onto our Alice App and communicating across other departments.
• Other duties can be assigned within the scope of the role.

WHAT WE ARE LOOKING FOR FROM YOU

• A full driving license is required (over the age of 21 - for insurance reasons)
• Knowledge of PMS (desirable)
• customer service experience
• A positive attitude and someone who makes our guests smile
• A great team player who works well with others
• Ability to communicate in English, verbally and in writing
• Basic computer skills
• Ability to work shifts, weekends, and bank holidays

THE PERKS

• Company Discount on rooms
• Generous recommend a friend scheme
• Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
• Access to a 24/7 Employee Assistance Program
• Discounts on the hotel food & beverage
• Recognition incentives
• Team Member Events
• Complimentary meal on duty in the Team Member canteen
• Parking for cars, mopeds, scooters and bicycles

ABOUT GRADUATE HOTELS

Graduate Hotels is a unique collection of handcrafted hotels in the most dynamic university towns around the globe, including Graduate Cambridge and The Randolph Hotel in Oxford. We give life to physical spaces through thoughtful design and strong community ties. Graduate Hotels provides students, locals, and visitors alike a place to reflect and celebrate the unique energy of each Graduate community.

As a Graduate Hotels Team Member, you are the one shaping guest experiences. You like to wear multiple hats and consider yourself a local expert, storyteller, team player and creative thinker. Visit us at www.GraduateHotels.com.

EQUAL OPPORTUNITIES

We are committed to recruitment practices that do not discriminate against any job applicant because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity.

RIGHT TO WORK

In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom.