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- Tasks: Create memorable experiences for guests and ensure smooth check-in/check-out processes.
- Company: Eclipse Hotels Group, a family-owned hotel group with a passion for service.
- Benefits: Join a supportive team with opportunities for growth and development.
- Why this job: Be the friendly face that makes guests feel at home in our hotels.
- Qualifications: Previous hotel experience and exceptional customer service skills required.
- Other info: Dynamic work environment with a focus on inclusivity and teamwork.
The predicted salary is between 20000 - 30000 £ per year.
Eclipse Hotels Group is an international family owned hotel group headquartered in West London. Our company’s current portfolio includes brands such as Holiday Inn, Holiday Inn Express and CiTi Hotels, located across the UK, Europe and the Caribbean. An excellent opportunity has arisen for a Guest Services Agent at our Holiday Inn Express in Norwich. You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality employee experience. The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience.
As our Guest Services Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location.
Key Responsibilities and Duties:
- Create a warm welcome to everyone and set the tone for each of our guests’ experience.
- Ensure that our guests experience a smooth Check-in and Check-out process.
- Coverage of our Reception desk on a range of shifts (including occasional night shifts).
- Able to take reservations.
- Respond to our guests’ comments, complaints and compliments in a timely manner.
- Be able to answer our hotel calls in a professional yet welcoming manner.
- Carry out guest call backs to ensure everyone is happy.
What We Are Looking For:
- Previous hotel experience as a Front Office Team Member / Receptionist or other similar roles, ideally from a branded hotel background, with a strong knowledge of Front Office systems.
- Experience in offering exceptional customer service.
- Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and other Team Members.
- Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail.
- Proficient in Microsoft Word, Excel, PowerPoint presentations.
We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes an inclusive, people-focused culture.
Guest Services Agent employer: Eclipse Hotels Group
Contact Detail:
Eclipse Hotels Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Services Agent
✨Tip Number 1
Get to know the hotel! Research Eclipse Hotels Group and its brands. Understanding their values and what makes them tick will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your people skills! As a Guest Services Agent, you'll be the face of the hotel. Role-play common scenarios with friends or family to boost your confidence in handling guest interactions, complaints, and compliments.
✨Tip Number 3
Dress to impress! First impressions matter, especially in hospitality. Make sure you look smart and professional for your interview. It shows that you take the opportunity seriously and are ready to represent the hotel.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Plus, it gives you a chance to showcase your enthusiasm right from the start!
We think you need these skills to ace Guest Services Agent
Some tips for your application 🫡
Show Your Personality: When you're writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to add a touch of warmth and friendliness that reflects the atmosphere we create for our guests.
Tailor Your Experience: Make sure to highlight any previous hotel experience or customer service roles you've had. We’re looking for someone who can bring that knowledge to our team, so connect your past experiences to what we do at Eclipse Hotels Group.
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if necessary to make your skills and experiences stand out!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Eclipse Hotels Group
✨Know the Company Inside Out
Before your interview, take some time to research Eclipse Hotels Group and their brands. Understand their values, mission, and what sets them apart in the hospitality industry. This knowledge will not only impress your interviewers but also help you tailor your answers to align with their expectations.
✨Showcase Your Customer Service Skills
As a Guest Services Agent, exceptional customer service is key. Prepare examples from your past experiences where you went above and beyond for a guest or resolved a difficult situation. Be ready to discuss how you create a warm atmosphere and ensure a friction-free experience for guests.
✨Practice Common Interview Questions
Familiarise yourself with common interview questions for hotel roles, such as handling complaints or managing busy periods at the reception desk. Practising your responses will help you feel more confident and articulate during the actual interview.
✨Dress the Part
First impressions matter, especially in the hospitality industry. Dress smartly and professionally for your interview, reflecting the standards of the hotel. This shows that you understand the importance of presentation and are serious about the role.
