Fanhams Hall Hotel, Ware, Hertfordshire
Full Time
Competitive Salary and Benefit
Closing Date: 19th April 2025
In a Nutshell
We are actively seeking a Guest Services Assistant who will provide and enhance an exceptional guest experience, focusing on the smallest of gestures, leading onto going the extra mile. You must also strive to inspire the Front of House team in all areas of guest services and ensure that each and every guest receives a memorable service.
Lots to do, but lots of fun
The role will be responsible for:
* Providing a seamless guest experience by offering considered and personalized service.
* In collaboration with the Guest Services Manager, reviewing and improving the guest journey in response to guest feedback.
* Ensuring a high level of engagement with guests throughout their stay to make them feel at home and create a warm experience.
* Supporting the reception and concierge teams.
* Ensuring the Front of House team is aware of business in the hotel through use of the arrivals list, prayer sheet, function sheets, occurrence diary, or Duty Manager log by hosting a daily morning meeting and using other internal communication channels.
* Flagging all VIPs accordingly with the correct VIP status, traces & amenities applied on Hart and conducting research on each guest.
* Checking all VIP rooms to ensure that all hotel standards are met and that the appropriate amenities are in place.
* Providing appropriate welcome cards / crave tablet messages to guests to ensure special occasions are recognized.
* Ensuring the VIP arrivals list is up to date and prepared one week in advance, and that any relevant information is communicated to the necessary departments.
* Being the ambassador in the hotel for guest profiling, ensuring that all information is captured correctly and entered onto the HART PMS system, which is used to enhance the guest’s experience and communicated to relevant departments.
* Updating guest profiles in HART and proactively using the information stored to support the guest experience, improving and personalizing the guest journey accordingly.
* Handling and overseeing complaints, ensuring appropriate action is taken to resolve these and to maintain guest satisfaction, concluding with guest follow-up.
Take a look at the incredible range of benefits you can enjoy when you join the Exclusive team and how you can be rewarded and recognized for doing a fantastic job!
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