At a Glance
- 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.
- Other info: Dynamic work environment with a focus on inclusivity and teamwork.
- 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.
The predicted salary is between 20000 - 25000 £ 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 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, 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 in Norwich employer: Eclipse Hotels Group
Eclipse Hotels Group is an exceptional employer that prioritises a supportive and inclusive work culture, offering employees the chance to grow within a family-owned international hotel group. Located in Norwich, our Holiday Inn Express provides a vibrant environment where you can develop your skills in hospitality while delivering memorable experiences to our guests. With a commitment to employee well-being and professional development, we ensure that every team member feels valued and empowered to contribute to our success.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Agent in Norwich
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Eclipse Hotels Group and their brands. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! As a Guest Services Agent, you'll need to be warm and welcoming. Role-play common scenarios with a friend or family member to get comfortable with handling guest interactions.
✨Tip Number 3
Dress to impress! First impressions matter, especially in hospitality. Make sure you look professional and approachable when you arrive for your interview. It sets the tone for how you'll 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 shows initiative and enthusiasm, which are key traits for a Guest Services Agent.
We think you need these skills to ace Guest Services Agent in Norwich
Some tips for your application 🫡
Show Your Personality:When 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 guest experience we aim to provide.
Tailor Your Experience:Make sure to highlight any previous hotel or customer service experience in your application. We’re looking for those specific skills that will help you create memorable experiences for our guests, so connect the dots for us!
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 key achievements 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 directly and ensures you’re considered for this exciting opportunity at Eclipse Hotels Group.
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 help you tailor your answers and show that you're genuinely interested in being part of their team.
✨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. Highlight your ability to handle complaints and create memorable experiences, as this will resonate well with the interviewers.
✨Practice Common Interview Questions
Anticipate questions related to your experience in front office roles and customer service scenarios. Practising responses to questions like 'How would you handle a difficult guest?' can help you articulate your thoughts clearly during the interview.
✨Dress the Part and Be Welcoming
First impressions matter! Dress smartly and maintain a friendly demeanour throughout the interview. Remember, you're applying for a role that requires you to create a warm atmosphere for guests, so let your personality shine through while remaining professional.
