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 Norwich employer: Holiday Inn Express Norwich
Eclipse Hotels Group is an exceptional employer that prioritises a quality employee experience and fosters a warm, inclusive work culture. As a Guest Services Agent at our Holiday Inn Express in Norwich, you will benefit from opportunities for personal growth within a family-owned international hotel group, while being part of a team dedicated to delivering first-class service and creating memorable experiences for our guests.
Contact Details:
Holiday Inn Express Norwich Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Agent in Norwich
✨Tip Number 1
Get to know the hotel! Before your interview, do a bit of research on Eclipse Hotels Group and their brands. This will help you show genuine interest and tailor your answers to fit their values and culture.
✨Tip Number 2
Practice your customer service skills! Think of scenarios where you might need to handle guest complaints or create a warm atmosphere. Role-playing these situations can really boost your confidence for the real deal.
✨Tip Number 3
Dress the part! First impressions matter, especially in hospitality. Make sure you look polished and professional for your interview – it shows you care about the role and the guests you'll be serving.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect with us directly.
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 express your enthusiasm for the role and the hospitality industry. A warm and friendly tone can go a long way in making your application stand out.
Tailor Your Experience:Make sure to highlight any relevant experience you have in customer service or hotel roles. We’re looking for candidates who can create memorable experiences for our guests, so share specific examples of how you've done this in the past!
Be Detail-Oriented:Pay attention to the details in your application. This means checking for typos and ensuring that your formatting is consistent. A polished application reflects your organisational skills, which are super important for a Guest Services Agent.
Apply Through Our Website:We encourage you to apply directly 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 proactive and keen to join our team!
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 its brands. Familiarise yourself with their values, mission, and the unique experiences they offer. This will not only show your genuine interest but also help you tailor your answers to align with their ethos.
✨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. Think about how you handled complaints or created memorable experiences, as these stories will highlight your suitability for the role.
✨Practice Common Interview Questions
Anticipate questions related to handling difficult situations, teamwork, and your experience with front office systems. Practising your responses can help you feel more confident and articulate during the interview. Remember, it’s all about demonstrating your proactive and approachable nature!
✨Dress the Part and Bring Positivity
First impressions matter! Dress smartly and professionally, reflecting the hospitality industry. Also, bring a positive attitude to the interview. A warm smile and enthusiasm can go a long way in making a great impression on your potential employers.
