Job Description

SilverDoor is looking to recruit a Guest Services Specialist to be based in our London office. This is an important guest focused role that requires excellent communication skills as you will remain the primary contact for in-house guests throughout their accommodation stay.

As Guest Services Specialist you will manage day to day traveller and guest enquiries over the telephone and via email providing an efficient and personalised service which caters for our client's needs. Embracing team values, positivity and providing outstanding customer service.

The clients handled are predominantly corporate companies who reside temporarily in serviced apartment accommodation on business trips around the world.

Manage the day-to-day traveller and in-house guest enquiries and requests coming into the guest services team Co-ordinating with serviced apartment properties and relevant parties to ensure guests requests are fulfilled to the highest standard and ensure they meet the guests needs Managing amendments to bookings, including extensions, shortenings and cancellation of a booking Updating booking information and data accurately and efficiently onto the system Providing written confirmations and check in details to clients within agreed service levels Ensure related administration tasks are accurately and timely processed and are completed to operating procedures Handling any issues or complaints raised and resolving to a satisfactory resolution for guest satisfaction Handling all correspondence and email communication in an effective and timely manner Anticipate guests needs and implement actions to ensure the guests have the most positive experience during their visit. All other tasks deemed necessary by the management team

Experience:

At least six months' experience of working in a customer/guest services environment Customer service focused with an enthusiasm to exceed client expectation Experience of working under your own initiative and as part of a team

Skills:

Strong communication skills Self-motivated and ability to organise and manage workload efficiently Ability to work under pressure and to tight deadlines Consistency and attention to detail Good problem-solving skills Experience of working under your own initiative and as part of a team The ability to prioritise tasks and adapt effectively Computer literate and fully conversant in the full suite of Microsoft Office applications
Job Types: Full-time, Permanent

Pay: 28,000.00 per year

Benefits:

Company events Company pension Cycle to work scheme Employee discount Referral programme Store discount
Work authorisation:

United Kingdom (preferred)
Location:

England - Greater London W4 5YG (preferred)
Work Location: In person