Bespoke Hotels
Guest services agent - Fixed Term
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At The Chester Grosvenor
At The Chester Grosvenor, we value positivity, passion and potential as equally as experience. Experts and leaders in elite hospitality since 1865, apply now to Grow with Grosvenor in a 5 Star Luxury Hotel. We are now accepting applications to join our Front of House team as a Part Time Guest services agent.
Varied Shifts (Early, Middle or Late).
Desirable Candidate
- Prior experience of customer service and front of house hotel reception and / or reservation duties.
- Our hotel is a 24 hour operation. Candidates are not required to work night shifts but are expected to be flexible over day time hours, evenings and weekends.
- Friendly and outgoing with the ability to strike up a conversation with those whom enter the hotel and maintaining positive and collaborative interdepartmental relationships.
- Professional and courteous to our guests and our team.
- Exceptional telephone manner.
- Ability to promote hotel restaurants, spa and packages.
- Awareness of 5 Star Hotel Standards and guest expectations.
- Experience of Opera Hotel Systems is desirable.
- A positive, can do attitude.
What We Can Offer You
- Fantastic training and career development opportunities.
- Employee and Friends & family Discounts across a UK wide Bespoke and Coast & Country Hotels.
- Free meals on duty.
- Complimentary uniform provision and laundry service.
- Wagestream - access to earned wages for unexpected costs.
- Recognition awards and celebrations.
- Bonus holidays for length of service (permanent employees).
- Online /Store / Local Discounts.
- F&B, Spa and retail discounts at The Chester Grosvenor.
- Wellbeing focus and practice – we’ve got you.
- Discounted memberships.
- And many more Team Grosvenor treats!
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Duties
- To be familiar with the days business, including arrivals, departures, and special requests.
- Deal with guests promptly upon arrival and departure, as per Company Standards for check in and out procedures.
- To have a good understanding of the guests’ requirements when they are checking in or out.
- To ensure all cash, charge, float and till procedures are carried out in accordance with company Policy.
- Demonstrates a working knowledge of all services and facilities of the hotel, as well as local area. Therefore, ensuring our guests are assisted effectively.
- Maximise sales through up-selling, using incentives and promotions.
- Ensure all customer enquiries and requests for bookings are dealt with promptly, courteously and efficiently.
- Ensure prompt resolution of customer complaints.
- Professionally and competently operates the telephone system in line with both operating and Company Standards.
Requirements Of The Role
- To have worked in a hotel or with people in a Receptionist / Reservation related role for at least 1 year however full training will be provided.
- Excellent Customer service skills, to be able to follow standards and to have good organisational skills.
- To be able to make decisions in a fast paced environment and to enjoy it.
- To be able to communicate well to each other and guests.
- Be able to use a phone and computer system.
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Being Bespoke
Bespoke Hotels was founded in 2000 and has consistently grown to the point where we now manage over 9,500 hotel rooms, 8,000 employees and £815 million of assets.
We stand today as the UK’s Largest Independent Hotel Group, owning a number of hotels and partnering with an ever-increasing portfolio alongside this. Every agreement we have is Bespoke by name, and bespoke by nature. Our properties range from specialist golfing hotels, to award-winning spa resorts and chic city centre properties.
We pride ourselves on a diverse roster and a unique, individualised management style, with over 90 management agreements across the UK, alongside a further 30 management consultancy services, and 100 hotels with sales & marketing services only.
Covid-19 Promise
We continue to ensure that all of our premises continue to be a 'Safe place to work, stay and visit'. The health, safety and wellbeing of all of our employees, guests and third-party visitors is, as always, our upmost priority.
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