Guest Service Agent

About us

Xiza ltd is a small business in Nottingham. We are professional, agile and our goal is to Become the premier Nottingham serviced accommodation provider. Currently, running over 60 individual units..

Our work environment includes:

• Work-from-home days
• Growth opportunities

Guest Relations Manager responsibilities include:

• Ensuring and providing flawless, upscale, professional and high-class guest service experiences
• Analyzing customer feedback and providing strategic direction to improve overall rating continuously
• Responding to guest's needs and anticipating their unstated ones

Job brief

We are looking for a Guest Relations Manager to make our clients feel welcome and ensure their pleasant and comfortable stay at our hotel.

What is the role of a Guest Relations Manager?

Guest Relations Manager responsibilities include calling clients as they arrive, coordinating their check-ins, dealing with any additional requests, asking for feedback, ensuring checkout cleans are done and informing guests about our facilities. You will also make sure our virtual admin staff offer stellar customer service and provide memorable hospitality experiences for our guests.

If you have previous hospitality experience and are familiar with hotel/serviced accommodation procedures, like bookings, check-in/check-out processes, we’d like to meet you. Our ideal candidates have a flair for communication, with the ability to resolve issues promptly and accurately.

Ultimately, you will manage guest services and our growing brand image by answering guests’ requests and making sure our visitors are satisfied.

Responsibilities

• Provide upscale guest service experiences for clients throughout their stay
• Ensure clients are properly greeted upon their arrival (remotely via telephone)
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Oversee check-in and check-out procedures, including reservations and financial transactions
• Promptly address guests’ requests, like booking extensions
• Actively listen to and resolve complaints
• Ensure special guests, like disabled people, the elderly, children and VIPs, receive personalized services
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Inform clients of our serviced accommodation services, including wifi, washing and parking
• Promote direct repeat bookings
• Manage guest relations team (including virtual admins) to ensure we comply with all standards and operating procedures
• Appraise the team’s performance and produce regular reports
• Liaise with the cleaning team to provide an overall comfortable guest experience
• Examine daily duties, assign tasks and check on progress
• Analyze customer feedback from hotel guestbook and online reviews and suggest and implement ways to improve ratings
• Recommend local tourist spots, including places to dine, shop and sight-see
• Establish friendly relationships with regular guests

Requirements and skills

• Proven work experience as a Guest Relations Manager, Hotel Manager or similar role
• Understanding of all serviced accommodation management best practices and relevant laws
• Hands-on experience with Hotel Management Software (PMS) (we use Guesty)
• Proficiency in English; knowledge of other languages is a plus
• Customer service drive with outstanding communication and active listening skills
• Excellent problem-solving and multitasking skills
• Leadership skills along with the ability to motivate a team into high performance
• Ability to work flexible hours
• Strong sense of responsibility and a professional presentation
• BSc degree in Hospitality Management, Tourism, Business Administration or a relevant field

Job Type: Full-time

Salary: £10.75-£12.50 per hour

Benefits:

• UK visa sponsorship

Schedule:

• Every weekend

Ability to commute/relocate:

• Nottingham: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Licence/Certification:

• Driving Licence (required)

Work Location: In person