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: Diverse and inclusive workplace with a focus on employee experience.
- 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.
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 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, 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 in Norfolk employer: Holiday Inn Express Norwich
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 the vibrant city of Norwich, our Holiday Inn Express provides a unique opportunity for Guest Services Agents to thrive in a dynamic environment where delivering first-class service is celebrated and rewarded. With a commitment to employee development and a focus on creating memorable experiences for both guests and staff, we ensure that every team member feels valued and empowered.
Contact Details:
Holiday Inn Express Norwich Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Agent in Norfolk
✨Tip Number 1
Get to know the hotel! Before your interview, do a bit of research on Eclipse Hotels Group and their brands. Familiarise yourself with their values and what makes them unique. This 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, like handling guest complaints or giving local recommendations. This will boost your confidence and prepare you for real-life situations during the job.
✨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 in style.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. It gives you a chance to stand out and shows your enthusiasm for the role. Plus, it’s super easy to navigate!
We think you need these skills to ace Guest Services Agent in Norfolk
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 inject a bit of warmth and enthusiasm into your words. Remember, we’re all about creating memorable experiences for our guests, and that starts with you.
Tailor Your Experience:Make sure to highlight any relevant experience you have in the hospitality industry. If you've worked as a Front Office Team Member or in a similar role, share those stories! We love seeing how your past experiences can contribute to our team at Eclipse Hotels Group.
Be Clear and Concise:While we love a good story, keep your application clear and to the point. Use bullet points if necessary to make it easy for us to read. We appreciate well-organised applications that get straight to the heart of what makes you a great fit for the Guest Services Agent role.
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 gives you a chance to explore more about who we are and what we stand for at Eclipse Hotels Group.
How to prepare for a job interview at Holiday Inn Express Norwich
✨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 previous roles where you went above and beyond for guests. Highlight your ability to handle complaints and create memorable experiences, as this will demonstrate your suitability for the role.
✨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?' or 'What does excellent customer service mean to you?' can help you articulate your thoughts clearly during the interview.
✨Dress the Part and Be Welcoming
First impressions matter! Dress smartly and professionally, reflecting the warm atmosphere of the Holiday Inn Express. Remember to greet everyone with a smile and a friendly attitude, as this aligns with the welcoming environment they strive to create for their guests.
