We believe in simplicity, beauty, and efficiency. Ever the curious, it’s about little things, big things, and unexpected things.
We are part of our local community and they are part of us. We believe in creating authentic, localized experiences for our guests.
As a Guest Experience Host, you will be responsible for providing all the reassurance our guests need to relax into their stay, offering experiences they won’t find anywhere else.
This role reports to our Guest Experience Manager and offers 15 hours per week (mainly on Saturday and Sunday with the flexibility to work on any weekdays as required).
Purpose:
As a key member of the reception team, you will provide memorable guest service and genuine hospitality at every stage of the guest journey—from taking the initial reservation to providing a warm welcome and making a lasting impression when our guests check out.
The role:
Delivering Guest/Customer Service:
1. Be the ‘go to’ person for our guests, contractors, and visitors.
2. Provide memorable service at every stage of the guest journey.
Business Development:
1. Continuously look for opportunities to maximize revenue and occupancy levels.
2. Identify upselling opportunities.
3. Build relationships with guests to encourage repeat business.
Day-to-Day Operation:
1. Take payments, handle cash, and perform end-of-day reconciliation.
2. Support the Apartment Manager/Operations Supervisors to ensure that our Housekeeping and Maintenance Teams consistently achieve a high standard of apartments.
3. Manage reservations and queries (through a variety of channels including online, email, phone, and in person) in a professional and efficient manner.
4. Check in and check out our guests.
5. Be comfortable working both as part of a team and independently.
6. Participate actively in team meetings and personal development sessions.
7. Be comfortable with lone working.
Experience & Skills:
1. Qualifications - GCSE/NVQ (including English and Maths).
2. Proficiency in written and spoken English.
3. Customer service skills.
4. Proficient with IT systems and software (including Microsoft Office).
5. Attention to detail, decision making, sales ability, influencing skills, managing expectations, problem-solving, and time management.
6. Previous customer-focused role (for example, in hospitality or retail).
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