Guest Experience Agent / Reception Team Member

Ehg Careers; Bristol; On-site; GBP 20,000 - GBP 25,000; Full time

Job summary

A hotel management company is hiring a Guest Experience Agent/Reception Team Member in Bristol who will provide excellent customer service and create a welcoming atmosphere for guests. Responsibilities include managing Check-in and Check-out processes, assisting guests with queries, and collaborating with team members across departments. Ideal candidates should be proactive, have strong communication skills, and be willing to work flexible hours. The role offers various benefits, including discounted hotel stays and excellent training opportunities.

Benefits

Discounted Hotel Rooms

Employee Assistance Program

Health Plan

Life Insurance

Cashback and discounts

Complimentary Meals

Excellent Training & Development

Qualifications

• Willing to provide exceptional customer service.
• Proactive, composed, enthusiastic, approachable.
• Excellent communication skills and eye for detail.

Responsibilities

• Create a warm welcome for guests.
• Ensure smooth Check-in and Check-out process.
• Assist guests with queries and challenges.
• Report maintenance and security issues.

Skills

Customer service

Communication skills

Organisational skills

Proactive attitude

Job description

Eclipse Hotels Group is an international family owned hotel group who are headquartered in West London. Our company’s current portfolio includes brands such as Holiday Inn, Holiday Inn Express and EasyHotel, located across the UK, Europe and the Caribbean.

Start your journey with us as a Guest Experience Agent/ Reception Team Member at our Holiday Inn Bristol Airport. You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality employee experience.

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. We are looking for people who our guests rely on to handle transactions, offer local insights and anticipate every detail for a problem free experience. You'll also create the warm atmosphere that makes our guests feel at home in any location.

Join us and we can offer you benefits such as:

• Discounted Hotel Rooms at 5000+ IHG Hotels worldwide. With 50% off Food and Beverage Services.
• Employee Assistance and Welfare Program.
• Health Plan.
• Life Insurance.
• Cashback and discounts on the leading high street retailers.
• Complimentary Meals on duty.
• Potential Share of Service Charge.
• Excellent Training & Development.

This is but a small taster of what we would expect in this role:

• Create a warm welcome to everyone and set the tone for each of our guests' experience.
• Ensure that our guests experience a smooth Check-in and Check-out process (Including Group Check ins).
• Providing a warm welcome to guests, answering questions about products & services where necessary in person and via telephone.
• Pre arrival planning and check in / check out using Front Office systems.
• Ability to communicate across all departments confidently and in an efficient manner.
• Report any maintenance and security issues as appropriate.
• To assist guests with all their requests, queries and challenges in a proactive and responsible manner.
• Carry out guest call backs to ensure everyone is happy.
• Recommend places to visit and make bookings on behalf of our guests.

How will you achieve this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every Team Member throughout our brand of hotels. Each hotel delivers True Hospitality in their own way, making them unique. At the heart of it is our key core service skills.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with our guests
• True Confidence: having the knowledge and skills to perform your role, and giving our guests the confidence that they can trust you, to help and support them during their stay
• True Listening:focusing on what our guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
• True Responsiveness: is about providing our guests with what they need, and doing so in a timely and caring manner

What we are looking for:

• Willing to provide exceptional customer service.
• Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and other Team Members.
• Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail.
• Confident using computer software.
• Willing to work a flexible schedule including evenings, weekends and bank holidays

We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes inclusive, people focused culture.