Guest Experience Agent
Guest Experience Agent
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Job Description
JOB PURPOSE:
As a Guest Experience Agent you are flexible to work on Reception as well as in the heart of the house to ensure that every step in the guest journey is well managed and we are exceeding guest expectations. This position is responsible for proactive management of all hotel communications administrative duties and provision of outstanding guest service.
ACCOUNTABILITIES:
- Welcome guests and check them in and out in accordance with the hotels policies and procedures.
- Answers all incoming calls as per requests in a friendly and courteous manner and provide information about hotel services as necessary.
- Transfers calls and/or relays messages to guest rooms team or departments.
- Logs and manages wake up calls and DND phone requests.
- Manages and answers e-mail correspondence with guests during and after their stay
- Collates individual guest service requests and turns them into operational tasks.
- Addresses guests service needs with seamless and professional delivery in a timely manner.
- Interacts with guests over the phone and email to obtain feedback on product quality and service levels
- Handles guests complaints and concerns professionally seeking assistance as necessary.
- Supports other employees to ensure provision of accurate and prompt guest service
- To be fully aware and adhere to property specific procedures for handling emergency calls (health and safety emergencies natural disasters evacuations and bomb threats).
PERSON SPECIFICATION
Essential:
- Strong oral and written English communications skills
- Excellent ability to maintain guest and colleague relationships
- Process improvement oriented and creativity in problem resolution
- Superb organisational skills with rigorous commitment to accuracy and detail
- Ability to use standard software applications (including Microsoft Word and Excel) and an ability to learn specific hotel systems
Desirable:
- Previous experience as Front Office Agent Guests Relations or within a customer service role
- Working knowledge of a property management software
- Knowledge of other languages in addition to English is an advantage
The Company
The Athenaeum has been family-run since the 1990s and could not be more committedto its famous five-star service. An independent spirit remains at the heart of the hotelwhere it continues to welcome everyone as VIPs and to make their stay individual.
At the Athenaeum Hotel it is our purpose to (re)create a magical haven in a frenetic world. Our values are Creative Ambitious Respectful and Ethical. Every employee across the business helped to create our values and they are at the heart of everything we do.
Our Ethos
At The Athenaeum Hotel we believe that work should be a place where everyone feels valued supported and truly belongs. We recognise the responsibility we have in shaping our employees experience. Our vision is to create an environment where every team member feels cared for trusted and empowered to be themselves.
We are committed to fostering an inclusive culture where everyone can thrive contribute and feel a true sense of belonging. We welcome applicants from all backgrounds and strive to make our recruitment process as accessible as possible including making adjustments for those who need additional support. If you would like us to make any reasonable adjustments during the application process please let us know by contacting the People team on or by calling on 0. Join us in building a more inclusive future together.
At The Athenaeum Hotel we recognise our responsibility to the planet and have committed to reducing our impact on it. Our dedicated team are actively working towards ESG initiatives and we hope that you can be part of our long-term sustainability journey.
Exclusive discounts
Extensive healthcare
Wellbeing
support
Life
assurance
Documents
Required Experience:
Unclear Seniority
Employment Type
Full-Time
