Guest Service Assistant (Concierge) in Oxford

Graduate Hotels is seeking a Concierge Assistant to join The Randolph Hotel, a Graduate by Hilton its brilliant team of hospitality enthusiasts! The landmark 151-bedroom Randolph Hotel in Oxford is part of the Graduate Hotels collection. The boutique hotel takes inspiration from the prestigious Oxford University, with nods to college architecture and crests, as well as "Alice's Adventures in Wonderland," created by alumnus Lewis Carroll.

THE ROLE

As a Day Porter for the hotel, you will be the first and last Team Member our guests see and creating memorable experiences will be your top priority. You will be enthusiastic about providing inspiring service and supporting the day-to-day operation of the hotel.

YOUR JOB DUTIES AND RESPONSIBILITIES

• Greeting guests and creating a welcoming and memorable arrival/departure experience.
• Recommending places in the community for our wonderful guests to experience.
• Dealing with guest enquiries, booking taxis, and arranging bike rentals.
• Support with checking guests in/out (when required).
• Resolving guest concerns - you will be fully empowered to make decisions whilst dealing with guests and are expected to take full ownership of the feedback to ensure every guest leaves the hotel happy.
• Checking daily arrivals lists for VIPs, as well as preparing and delivering in-room amenities.
• Maintaining the front desk by keeping it clean and tidy.
• Assisting guests with their luggage and anticipating any requests they might have.
• Receive/store mail and messages for the hotel and guests.
• Taking part in the Front of House upselling initiatives.
• Being fully knowledgeable of the hotel facilities, daily events, and all fire and emergency procedures.
• Assisting fellow Team Members both within and outside your normal department where possible to ensure operational and guest service requirements are achieved at all times.
• Recording any maintenance issues onto our Alice App and communicating across other departments.
• Other duties can be assigned within the scope of the role.

WHAT WE ARE LOOKING FOR FROM YOU

• A full driving license is required (over the age of 21 - for insurance reasons)
• Knowledge of PMS (desirable)
• Customer service experience
• A positive attitude and someone who makes our guests smile
• A great team player who works well with others
• Ability to communicate in English, verbally and in writing
• Basic computer skills
• Ability to work shifts, weekends, and bank holidays

THE PERKS

• Company Discount on rooms plus free night stays each year
• Generous recommend a friend scheme
• Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal
• Access to a 24/7 Employee Assistance Program
• Discounts on the hotel food & beverage
• Recognition incentives
• Team Member Events
• Complimentary meal on duty in the Team Member canteen
• Parking for mopeds, scooters and bicycles

ABOUT GRADUATE HOTELS

Graduate Hotels is a unique collection of handcrafted hotels in the most dynamic university towns around the globe, including Graduate Cambridge and The Randolph Hotel in Oxford. We give life to physical spaces through thoughtful design and strong community ties. Graduate Hotels provides students, locals, and visitors alike a place to reflect and celebrate the unique energy of each Graduate community. As a Graduate Hotels Team Member, you are the one shaping guest experiences. You like to wear multiple hats and consider yourself a local expert, storyteller, team player and creative thinker.

EQUAL OPPORTUNITIES

We are committed to recruitment practices that do not discriminate against any job applicant because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity.

RIGHT TO WORK

In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom.