Guest Relations Assistant - Forest Row, East Sussex

The role of Guest Relations Assistant is a key position and the primary focus of the role is to deliver excellent guest service by welcoming our guests in a warm and friendly manner and ensuring they have an outstanding stay. You will contribute to an overall exceptional experience from arrival to departure. As a Guest Relations Assistant, you will deal with all requests in a professional and efficient manner. The role also includes cash handling and credit card transactions as well as taking reservations and answering the switchboard. Experience using Opera is desirable but not essential.

Key Responsibilities:

• To undertake front of house duties; to include meeting, greeting and attending to the needs of the guests, ensuring an excellent customer service experience.
• To check all departmental cash outs, ensuring they are all accurate before they are accepted and processed.
• To be responsible for the front desk floats.
• To act in a pro-active and efficient way when handling and storing luggage from arriving guests, as well as those leaving and take responsibility for the safety and retrieval of that luggage.
• To ensure that all internal and external calls are answered promptly and, if necessary, transferred to the relevant department.
• To ensure the smooth running of the front hall and car parking areas / valet services.
• To be aware of the in-house activities, conferences and functions taking place in the hotel.
• To act as a sales person, promoting the Hotel facilities, packages and products in order to convert bookings and upsell.
• To have sufficient local knowledge to be able to provide information about local transport, entertainment and leisure.
• To respond promptly and professionally to guest enquiries, complaints and compliments and liaise with Heads of Department.

Key Attributes:

• Be a Team player.
• Excellent time keeper, and able to work a variety of shift patterns (early shift 7am to 3pm, late shift 3pm to 11pm).
• Passionate about delivering service to the highest standards.
• Have a positive attitude.
• Have a pleasant telephone manner.
• Have immaculate personal presentation.
• Have excellent communication and IT skills.

If you feel that you can rise to this challenge, then please submit your application as soon as possible. We reserve the right to close the role early if sufficient applications are received. Due to our rural location, you will need your own transport.

At Elite Hotels, we have a single-minded and unwavering goal to make every visit to our hotels a positive experience that customers feel compelled to talk about.

Benefits:

• Generous share of the monthly Service Charge (*which is dependent upon overall sales performance).
• Career development with accredited training providers.
• Enhanced holiday programme & reward scheme for long service.
• Employee Assistance Programme - Hospitality Action.
• Meals provided by our talented kitchen team.
• We have plenty of free parking.
• Generous 'Refer a Friend' bounty incentive.
• We also have amazing recognition awards for exceptional customer service.
• Reduced price stays in all of our hotels where you are treated like a guest no matter who you are! (after successful completion of probation period).
• Discounts available for spa treatments and for food and beverage (after successful completion of probation period).
• Uniform provided.
• Smart Pension Scheme which is linked to Smart Rewards which gives employees free, unlimited access to over 1200 discounts.
• Access to Wagestream which helps you keep track of your earnings in real-time; gives you access to the wages you have earned; helps you to save wages; gives you access to a financial health score checker.