Guest Services Executive / Operations Administrator

Executive Roomspace Ltd is a Serviced Apartments provider and we are currently recruiting for a Guest Services Executive / Operations Administrator to join our team. This role will be based in our Chessington office.

About the Role

The successful candidate will be responsible for a number of duties including (but not limited to):

• Providing excellent customer service to our guests, clients, and bookers before, during, and after their stay
• Handling incoming calls from guests, clients, and bookers requiring information on properties/apartments
• Maintaining accurate records during all ongoing issues and escalations within the apartments
• Responding to guest queries/requests/complaints, via telephone and email, with solutions which exceed their expectations
• Liaising with the clients and/or bookers of our apartments to get the arrival details of our guests
• Running Arrival Reports and scheduling Meet and Greet Arrivals
• Managing the allocation and return of keys with a focus on guest and building security
• Checking guests into apartments during busy periods
• Contacting guests once checked in to ensure they are happy with their apartment
• Running reports for all external housekeeping suppliers and the in-house Laundry Department
• Arranging contractor access to apartments when guests are in-house
• Managing the allocation of car parking spaces and permits
• Allocating the weekly servicing and departure cleans of our apartments to our Housekeeping Team
• Scheduling works for our in-house Maintenance Team using our Operations software package
• Maintaining a par level of apartment stock within our warehouse and ordering top-up items as and when necessary
• Monitoring deliveries and ensuring invoices are processed promptly
• Joining the Duty Manager rota throughout the year as emergency contact for guests in the evenings and at weekends. This responsibility is shared throughout the team and a rota is published in December each year for the following twelve months. An additional payment is made for each shift covered – currently around 6 shifts per year.