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- Tasks: Welcome guests, manage check-ins/outs, and ensure a memorable stay.
- Company: Join Eclipse Hotels Group, a family-owned hotel chain with a global presence.
- Benefits: Enjoy flexible shifts, a supportive team, and opportunities for growth.
- Why this job: Be part of a vibrant culture that values exceptional service and teamwork.
- Qualifications: Previous hotel experience and strong customer service skills are essential.
- Other info: Night shifts may be required; we celebrate diversity in our workforce.
The predicted salary is between 28800 - 43200 £ 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 Citi Hotel London Luton in LU1 2PA. 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.
What will your key responsibilities and duties be:
- 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 night shifts).
- Able to take reservations.
- Respond to our guests’ comments, complaints and compliments in a timely manner.
- Be able to answer our hotels 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, Power Point 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
Familiarise yourself with the specific hotel brands under Eclipse Hotels Group, such as Holiday Inn and CiTi Hotels. Understanding their unique service styles and customer expectations will help you tailor your approach during interviews.
✨Tip Number 2
Highlight any previous experience in front office roles or customer service positions. Be ready to share specific examples of how you've created memorable experiences for guests, as this aligns perfectly with the responsibilities of a Guest Services Agent.
✨Tip Number 3
Prepare to discuss your knowledge of Front Office systems and any relevant software skills. Being proficient in tools like Microsoft Word and Excel is essential, so be ready to demonstrate your comfort with these applications.
✨Tip Number 4
Showcase your communication skills by practicing how you would handle guest inquiries and complaints. Role-playing different scenarios can help you articulate your approach to providing exceptional customer service during the interview.
We think you need these skills to ace Guest Services Agent
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in hotel or customer service roles. Emphasise any previous positions as a Front Office Team Member or Receptionist, and showcase your skills in handling guest interactions.
Craft a Compelling Cover Letter: Write a cover letter that reflects your passion for providing exceptional customer service. Mention specific experiences where you created a warm atmosphere for guests and how you handled challenges effectively.
Highlight Relevant Skills: In your application, focus on key skills mentioned in the job description, such as communication, organisational abilities, and proficiency in Microsoft Office. Provide examples of how you've used these skills in past roles.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application demonstrates attention to detail, which is crucial in the hospitality industry.
How to prepare for a job interview at Eclipse Hotels Group
✨Showcase Your Customer Service Skills
As a Guest Services Agent, exceptional customer service is key. Prepare examples from your previous roles where you went above and beyond for guests. This will demonstrate your ability to create memorable experiences.
✨Familiarise Yourself with the Hotel
Research Eclipse Hotels Group and its brands, especially CiTi Hotels. Understanding their values and services will help you align your answers with what they are looking for in a candidate.
✨Practice Common Interview Questions
Anticipate questions related to handling guest complaints, managing check-ins and check-outs, and working under pressure. Practising your responses will help you feel more confident during the interview.
✨Demonstrate Your Team Spirit
Highlight your ability to work well with others. Share experiences where you collaborated with team members to enhance guest satisfaction, as this role requires strong rapport-building skills.
