Job Description

About Us:

We proudly operate a collection of distinctive properties in the heart of Liverpool City Centre, including:

Seel Street Apartments Duke Street Apartments Duke Street Townhouse Tunnage Square Apartments The Penthouse Collection
Each location offers a unique experience -- but all are united by exceptional service, thoughtful design, and a true sense of home.

Job Overview:

We are looking for a dedicated and enthusiastic

Guest Host

to join our dynamic team. The ideal candidate will help us deliver the

EPIC experiences

we've become accustomed to - across all areas of the EPIC portfolio.

As the first point of contact for our guests, you will manage reservations, provide outstanding customer service, and assist with day-to-day operations, including guest check-ins and check-outs. This role requires strong communication skills, a keen eye for detail, and a true passion for hospitality.

Key Responsibilities:

Guest Reservations & Communication

Manage incoming reservations and ensure a seamless booking process. Assist guests with amendments or cancellations while adhering to company policies. Answer guest enquiries via phone, email, WhatsApp, and OTA messaging platforms. Promote and upsell EPIC Extras and relevant packages to enhance our guests experience. Respond to guest feedback on online booking platforms.

Guest Check-in & Stay Experience

Ensure guests are comfortable with the self-check-in process and provide support when needed. Monitor and respond to all guest communications during your shift, ensuring timely assistance. Assist in delivering VIP Arrivals and group guest journeys per the VIP Arrivals Sheet. Act as a point of contact for in-house guests, addressing enquiries and resolving issues professionally.

Operational & Administrative Support

Oversee check-in and check-out processes, ensuring:

Payments are completed via Charge Automation. Security deposits are processed. Any requested extras are paid for and arranged. Check-in codes and information are provided before check in time.

Perform daily reservation checks

Review new reservations from the previous day. Verify upcoming bookings (14 days, 3 days, and 1 day prior to arrival). Convert OTA bookings into direct bookings where possible. Support reservations administration, including maintaining accurate records and managing mailboxes. Work with external booking platforms such as Zoho, Booking.com, Airbnb, and Expedia. Chase any unconfirmed bookings within 24 hours.
This is a guideline of general tasks within the role and not an exhaustive list.

Skills & Qualifications:

Previous experience in

hotel or hospitality settings

is preferred. Strong

guest service

skills with a passion for delivering exceptional experiences. Excellent

communication skills

and phone etiquette. Proficiency in using

reservation systems

and basic computer applications. Ability to multitask and work efficiently in a

fast-paced environment

.

Hours of Work;

This role requires flexibility, as shifts will vary between the hours of 8am and 8pm including weekends, and holidays.

If you have a passion for hospitality and want to be part of a dynamic, guest-focused team, we'd love to hear from you!

Job Types: Part-time, Permanent

Pay: 12.54 per hour

Expected hours: 30 per week

Benefits:

Company pension Employee discount
Schedule:

10 hour shift 12 hour shift 8 hour shift Day shift Every weekend Holidays Night shift Overtime Weekend availability
Experience:

Administrative: 1 year (preferred) Guest services: 1 year (required)
Work Location: In person