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Job description

Summary of Position

We are seeking an experienced Guest Relations Agent to join our company. You should possess an outgoing personality to make clients feel satisfied and comfortable. You will assist with guests’ enquiries and resolve any unsatisfaction whilst also assisting with the day-to-day operation of Front Office.

Essential Duties & Functions

• Providing exceptional service to guests
• Implementing plans to improve customer satisfaction
• Assisting with guests’ queries/disputes
• Resolving complaints effectively
• Sharing tips with the team to enhance customer service
• Handling the arrival and departure of guests
• Acting as a communication hub between guests and team members
• Informing guests about updates of services
• Providing reports to senior manager on the activities
• Pre-Arrival Planning and Execution of service for all VIP Guests
• Assists and Attends any Social Hub Events run by the Commercial Team
• Dealing with any Guest Feedback or service Complaints that occur during stay.

Essential Job Knowledge & Skills

Experience:

· Proficient user of Microsoft Office

· Experience in a public contact position, preferably in an upscale or lifestyle brand hotel

· Enter and locate work related information using computers and /or point of sale systems

· Possess a gracious friendly and fun demeanor

· Ability to multitask, work in a fast-paced environment and have a high-level attention to detail

· Strong verbal and written communication skills in English

· Maintain positive and productive work

· Ability to work independently and to partner with others to promote an environment of teamwork

· Personal Skills:

· Maintains a sense of organization and ability to prioritize in a busy environment

· Ability to do multiple tasks

· Experience of working with OPERA PMS would be advantageous.

General Responsibilities

Communication

· Communicate with all other hotel departments information relating to up-coming events with personal communication of immediate impact changes to information.

· Maintain and build communication with all Department Managers and answer their queries promptly, professionally and courteously.

Personal & Training:

· Champion guest name usage and guest engagement levels

· Be committed to a friendly but focused work environment to ensure we attract and retain the best talent

· Champion the University Arms creed values to make a positive contribution to the business.

· Attend training sessions/courses as required.

· Assist other department staff with departmental familiarisation.

· Assist in the training of employees ensuring that they have the necessary skills to perform their duties with the maximum efficiency and in the most productive manner.

· To ensure that the correct standards and methods of service are maintained as stated in the Hotel and Department Operations Manuals.

· Attend daily line-ups/weekly meetings, and other meetings as required/ requested.

· Ensure that the Company policies are followed in all respects and are consistent with the policies set out in the employee handbook.

· Ensure that all guests are completely satisfied, that they are new loyalists and leave believing that they have received value for money and an experience that exceeds their expectations.

· Be part of a guest responsive culture where exceptional customer service prevails.

· To comply with local legislation and be conversant and act in accordance with any such matters relating to your department.

· To respond to any changes in the department as dictated by the needs of the industry, company or hotel operation.

· To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs.

· Maintain standards of conduct, dress, hygiene, uniforms and appearance in line with Parkers Tavern policy

Health & Safety

· Ensure that all potential and real hazards are reported immediately and rectified.

· Ensure that you and your colleagues within the department work in a manner which is safe and unlikely to give risk of harm or injury to self or others.

· Have a general awareness of health and safety in relation to all tasks and activities undertaken in the department.

· Ensure that the work area (front and back of house), materials and equivalent are clean and well-maintained at all times, and to report defective materials and equipment to your department head

Position Requirements:

To be fully conversant with, and maintain an awareness/observation of:

· Hotel fire emergency and bomb procedures

· Hotel and company security procedures

· Hotel health and safety policy and procedures

· Hotel standards of operation and department procedures, including grooming standards

· Parkers Tavern/University Arms employee handbook

· Current IT technology relevant to job role

· Training & Development programs for your department

To ensure sufficient knowledge of/compliance with:

· All areas/outlets of the hotel

· Marriot Hotel Group as a company and all properties within the portfolio

· Statutory and legal requirements in relation to the role

· Hotel ethos

General:

· Well-presented and well groomed

· Strong written and spoken English skills

· Competency in computer skills

· Ability to multi-task, effectively prioritise and execute tasks in a high-pressure environment

· Attention to detail

· A consistently positive attitude, self-motivated and enthusiastic

· Flexibility in working time, if required

· Ability to converse at all levels

· Attend any meeting or training session as required

This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time. This job description reflects the job content at the time of writing and will be subject to periodic change in light of the changing operational and environmental requirements. Such changes will be discussed with the job holder and the job description amended according to the business needs. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Due to the nature of the hospitality industry employees may be required to work varying schedules to reflect the business needs of the hotel which may include evenings, overnights, weekends and holidays. The employee will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.

Job Types: Full-time, Permanent

Salary: £25,168.00 per year

Benefits:

• Company pension
• Discounted or free food
• Employee discount
• Sick pay

Schedule:

• 8 hour shift
• Day shift

Ability to commute/relocate:

• Cambridge: reliably commute or plan to relocate before starting work (required)

Work Location: One location

Reference ID: CUA - GRA