Guest Service Representative

Vertiq Hospitality Partners B.V.; Greater London; Hybrid; GBP 30,000 - 34,000; Full time

Benefits offered by this job

Full-time role

Discounted hotel rates

Pension

Healthcare plan

Training & development

Fun workplace culture

Job summary

Vertiq Hospitality Partners B.V. is seeking a Guest Services Representative for Lincoln Suites London, Kingsway (Holborn). The role focuses on delivering OUTRAGEOUS customer service and a warm guest experience in a central London aparthotel.

You will report to the Guest Services Manager and work with close-knit teams to promote a memorable stay for guests while handling inquiries, billing, and daily operations with professionalism and a smile.

Qualifications

• Experience delivering guest services in a hotel or aparthotel setting.
• Strong communication with guests and colleagues; friendly, proactive attitude.
• Ability to handle high-pressure, fast-moving environments.

Responsibilities

• Manage guest check-ins/outs and information inquiries.
• Assist guests with requests and upsell services to maximise revenue.
• Coordinate with front desk, housekeeping and reservations to ensure smooth operations.
• Handle payments and charges following hotel policies.

Skills

Fluency in English

Excellent communication

Customer service

Team player

Tools

MEWS PMS

Job description

Guest Services Representative – Lincoln Suites London, Kingsway (Holborn) £29829.35

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, in order 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.

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 our Lincoln Suites team.

Lincoln Suites offers guests a unique experience from traditional hotels. With us you will find somewhere that feels like a home. All our rooms are Suites with more living and working space than you would find in a conventional hotel guest room. Reporting to the Guest Services Manager, your core purpose will be:

DUTIES & RESPONSIBILITIES

Key Tasks includes -

• 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.
• Operate the hotel switchboard and deal with all internal and external calls, according to procedure.
• Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised.
• Actively develop positive and effective communication between the Guest Services team and Housekeeping, Maintenance, and the Reservation teams.
• Ensure that you have a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained.
• To develop interactive customer relations and to be aware of any possible future requirements. To relay such information to your manager for the enhancement of customer expectation.
• To ensure that personal data and credit card information are handled as per GDPR and PCI rules.

EXPERIENCE REQUIRED

• Ability to work in a dynamic and fast-moving environment.
• Have high energy and a fearless do-it-yourself attitude.
• Desire to learn and develop.
• Previous experience within a similar role within a hotel environment
• Strong communicator that loves to chat to our guests.
• Someone who comes to work with a smile and want to make sure everyone around you leaves with a smile.
• Fluency in English
• Smart professional appearance
• A sense of humour

NICE TO HAVE

• Hotel reception experience
• MEWS PMS experience
• Ability to work under pressure independently.

EXCELLENT COMPANY BENEFITS

• Full Time £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
• We take having fun seriously.

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***

All offers of employment is conditional on the receipt of two satisfactory references being obtained from the referees provided to us on your application and proof of your eligibility to work in the United Kingdom.

This property is managed by Vertiq Hospitality Partners, formerly known as Cycas Hospitality, established in 2008. Vertiq Hospitality Partners is evolving from a hotel management company to an operating partner with a clear Vision: to be the trusted operating partner in European hospitality investments.