Guest Service Representative

CYCAS; Camden Town; On-site; GBP 30,000; Full time

Job summary

A leading hotel management company is seeking a Customer Service Associate for The Lincoln Suites in Camden Town. The role involves providing exceptional service to guests, managing check-ins and check-outs, and ensuring a positive experience during their stay. Candidates should have prior hotel experience and a proactive attitude. The position offers a competitive salary and various employee benefits, including a healthcare plan and continuous development opportunities.

Benefits

Competitive salary

Employee discounted rates

Healthcare plan

Pension

Paid training and development opportunities

Qualifications

• Previous experience in a similar role within a hotel environment.
• Striving to deliver great service for guests.
• Calm while working under pressure.

Responsibilities

• Ensure smooth arrival and departure experiences for guests.
• Maximize room sales through guest interactions.
• Conduct security checks and ensure guest needs are met.

Skills

Communication skills

Attention to detail

Organizational skills

Ability to work under pressure

Proactive attitude

Tools

MEWS PMS

Opera PMS

Job description

The Front of House team is responsible for first impressions, this means everything for our guests, you will be the benchmark for customer care throughout their stay. Your genuine warmth will shine through, and you will be confident to answer any questions and happy to offer information about hotel services, facilities, and the local area. You will go that extra mile to make our guests stay that even more special. Your ultimate role is to make sure all our guests leave us happy.

About The Role

• Provide a great guest experience by enabling a smooth arrival and departure experience including rooming and delivering luggage.
• To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises to maximise hotel sales.
• To ensure that you are aware of hotel availability and take every opportunity to maximise room sales. Increase room revenue by supervising effectiveness of room category upselling.
• To anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments.
• Ensure that all charges are correctly posted to the guest's bills following the standard procedures.
• Deal with cash, cheque, and credit transactions in accordance with the hotel and company policy, and to ensure that any discrepancies are reported immediately.
• Ensure all messages received for guests are passed on accurately and as quickly as possible.
• Carry out security checks at regular intervals with special emphasis on security, fire and safety.
• Check hotel guests in and out and assist with luggage when required.
• To operate the hotel switchboard and deal with all internal and external calls, according to procedure.
• Ensure a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained.
• Actioning of early morning calls at the time specified and to the standards laid down.
• Cleaning of areas as requested.
• To complete all relevant training as and when required.
• To show willingness to take on additional responsibilities when necessary.
• To have a thorough knowledge of and adherence to the law with regards to the following company regulations:

• Fire regulations and nighttime evacuation procedures
• Health and Safety regulations
• First aid procedures

Qualifications

• The ability to work unsupervised and strong communication skills are key for this role.
• Previous experience within a similar role within a hotel environment.
• Always striving to deliver a great service for our guests
• Proactive and can complete tasks efficiently and follow up where necessary.
• Passionate about hospitality and standards.
• Keen eye for details.
• Excellent organisational skills.
• You remain calm whilst working under pressure.
• Previous experience with MEWS and Opera PMS preferred but not essential.

Great Company Benefits and Excellent Culture

The Lincoln Suites London, Kingsway (Holborn) Located in the heart of central London, The Lincoln Suites is an aparthotel overlooking London's famous Kingsway. Superbly located a stone's throw from Covent Garden and Soho. We pride ourselves on creating teams where people can be themselves, so that they can deliver positively OUTRAGEOUS service, to grow our company and each other. Our focus is to put PEOPLE at the heart of everything we do. We believe in hiring the smile, and training and developing talent to create genuine and caring teams who come to work to have fun.

Salary: £29,101.00 + Healthcare Plan + Benefits

How will you shine!

If you love delivering Customer Service, are Passionate about being part of a team with Spirit and Personality and believe there is no second best when driving key profit in a hotel that breaks the mould of a traditional full-service operation, then please read on as you're somebody we want within The Lincoln Suites team.

• Competitive Salary £29,101.00 per annum
• Exclusive employee discounted rate to Cycas managed hotels.
• Reward & Celebration program
• Opportunity to grow & develop in and with a hotel management company with multiple hotel brands across Europe
• Free Healthcare plan
• Pension
• Continuous paid Training & Development opportunities
• Great workplace atmosphere! We are too 'CYCAS' to be grumpy. .... It's not over until we get a SMILE!

Cycas Hospitality is a hotel management company specialising in extended-stay hotels. We manage a number of award-winning hotels throughout Europe.

If you believe you have what it takes and want to be a part of our team, then we want to hear from you! Please apply in writing by email attaching your CV along with your current salary and notice period.