Guest Service Center Agent
Check out pictures from associates at this location, and some videos too!
Job Number 180002YW
Job Category Rooms and Guest Services Operations
Location Le Méridien Piccadilly, London, Greater London VIEW ON MAP
Brand Le Meridien
Position Type Non-Management/Hourly
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Essentially, it is my job to ensure that memories are created for all our guests and customers; this can be from when they first contact our hotel to make a reservation or to ask any general information, during their entire time with us and also after they leave as they might request some billing clarification. While guests will notice the surroundings of the hotel, it is the personal interactions they will remember and this is at the centre of my role.
During the day, I receive calls from external and resident guests as well as from my fellow colleagues. I report directly into the Guest Service Centre Manager and work alongside many other hotel departments according to our guests requirements.
It’s not just taking telephone calls as people might expect, I am often involved in other projects that help drive the guest experience or other aspects of the business. This can include anything from updating guests’ profiles and registration cards to ensure a memorable arrival experience, to enrolling guests into our excellent loyalty program, to contacting our guests to ensure their requests were dealt with in timely manner and at their complete satisfaction, to participating in department events we hold for the guests. The possibilities really are endless. It is of my utmost importance to assure our guests safety and security at all time, promptly answering our emergency phones and liaising with our Security or Duty Manager accordingly. Following procedures and policies is equally important, as we are a small team and need to be well organised.
Being an excellent communicator is essential to the role as it helps building a lasting rapport with the guests each time they visit; I get real satisfaction when guests thank me personally for checking their request was taken care of promptly. Working in Central London means we get a very diverse mix of guests so we are always having to ‘flex our style’ and no two days are ever the same.
We are always receiving extra training and coaching which is great and helps me perform to the best of my abilities.
I love working as part of the team, knowing we help build memories for guests and making their stays extra special whenever they visit.