Guest Services Representative

Cycas Hospitality UK Ltd; City Of London; On-site; GBP 30,000; Full time

Job summary

A hotel management company in central London is seeking a Guest Services Representative. The role involves maximising sales through guest interactions, handling transactions, and providing excellent customer service. The ideal candidate is proactive, enjoys engaging with guests, and has previous hotel experience. Benefits include a competitive salary, employee discounts, and training opportunities.

Benefits

Employee discounted rate to managed hotels

Free Healthcare plan

Continuous paid Training & Development opportunities

Qualifications

• Ability to work in a dynamic and fast-moving environment.
• Desire to learn and develop.
• Fluency in English; smart professional appearance; sense of humour.

Responsibilities

• Maximise hotel sales through guest interaction.
• Handle cash and credit transactions accurately.
• Maintain effective communication with the Guest Services team.

Skills

Strong communication skills

Customer service orientation

Positive attitude

Ability to work in a dynamic environment

Education

Previous experience in a similar hotel role

Tools

MEWS PMS

Job description

Overview

Guest Services Representative – 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, 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:

Responsibilities

• Be fully conversant with the facilities, services and special promotions offered by the hotel and pass this information to guests to maximise hotel sales.
• Be aware of hotel availability and take opportunities to maximise room sales; supervise effectiveness of room category upselling to increase revenue.
• Anticipate guest needs, act on and follow up guest requests, delivering a level of service and responsiveness that generates compliments.
• Ensure that all charges are correctly posted to the guest’s bill following standard procedures.
• Deal with cash, cheque, and credit transactions in accordance with hotel and company policy; report discrepancies immediately.
• Ensure all messages for guests are passed on accurately and as quickly as possible.
• Operate the hotel switchboard and handle internal and external calls according to procedure.
• Maintain effective day-to-day communication so service standards are not compromised.
• Develop positive and effective communication between the Guest Services team and Housekeeping, Maintenance, and Reservation teams.
• Maintain knowledge of the local area (history, places of interest, events) and where to obtain further information.
• Develop interactive customer relations and be aware of future requirements; relay information to management to enhance customer expectations.
• Ensure personal data and credit card information are handled in accordance with GDPR and PCI rules.

Experience & Qualifications

• Ability to work in a dynamic and fast-moving environment.
• High energy and a proactive, do-it-yourself attitude.
• Desire to learn and develop.
• Previous experience in a similar hotel role.
• Strong communication skills and enjoyment in engaging with guests.
• Positive attitude and a smile-driven approach to team and guest interactions.
• Fluency in English; smart professional appearance; sense of humour.

Nice to Have

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

Benefits

• Full Time £29,101.00 per annum
• Exclusive employee discounted rate to Cycas managed hotels
• Reward & Celebration program
• Opportunity to grow and develop in 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.

If you believe you have what it takes and want to be a part of our team, then we want to hear from you!

All offers of employment are 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.