Guest Services Agent - Reception Birmingham, England
Job description
The Grand Hotel, Birmingham
Guest Services Agent - Reception
The Guest Service team are the face of the hotel, they set the tone of Grand Hospitality by welcoming and fulfilling the needs of our guests.
As Guest Service Agent you will bring your personality and flair to provide a warm, friendly and generous service to our guests. The guest journey is paramount, so you'll know how to deliver fantastic experiences for our guests, time and time again.
What you will do
- Promote an always welcome and professional image to the guest, and give full co-operation to any guest requiring assistance
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible – eventually forging great relationships with our regular guests, creating a ‘home from home’ experience
- To be fully confident in all hotel and local amenities, providing polite, courteous and helpful to guests at all times
- Actively listen and respond positively to guest questions, concerns, and requests using Grand processes to resolve issues, surprise and delight our guests, and celebrate their reasons for staying
Ideal candidate
- Highly customer-service oriented
- Have a warm and genuine nature; someone who can make people feel welcome and at ease
- Experience of Opera, Office Skills and Reception tools is desirable
- To be able to confidently, clearly and politely pass information to all guests
- Promote a positive attitude and display the ability to ‘make things happen’ to achieve or exceed anticipated results
- Due to the nature of the work, the ideal candidate would be fully flexible in their approach to work and be able to work shift patterns through weekdays and weekends
Competitive colleague and friend & family rates for overnight stays at the hotel- 50% employee discounts on food and beverage at hotel outlets
- Access to our exclusive benefits portal, which includes extensive discounts on retail, travel and leisure activities
- Employee Referral scheme, get financially rewarded for introducing a friend or family member to our team
- Free meals on duty in our dining facilities
- Access to Hospitality Action, our Employee Assistance programme with 24/7 health and wellbeing support
- Rewards and recognition for living and breathing our company values
- Monthly employee recognition and rewards programme
- Regular team appreciation events, including regular employee parties throughout the year
- Career development opportunities – including access to apprenticeship programmes
- Use of Wagestream financial wellbeing platform, allowing instant access to your pay
- Uniform provided
Birmingham’s Grand Hotel on Colmore Row is housed in one of the city’s most iconic buildings.
This landmark Grade II* listed building has been brought back to life combining beautifully restored classic and original Victorian features with modern service and style that compliments a vibrant and diverse Birmingham in the 21st century.
The Grand Hotel features 185 bedrooms and extraordinary suites, a glamorous cocktail bar, a buzzing New York style restaurant, and eight magnificent meeting and event rooms - as well as the spectacular, Louis XIV-style Grand Ballroom.
