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5 months ago
Edwardian Hotels
Location: UK
Job type: Permanent
Sector: Front of House
Category: General Manager Jobs
At the heart of Edwardian Hotels London is a simple founding belief, that from back of house to the boardroom we are all Hosts. Everyone is encouraged to express their individuality and initiative, and to bring their passion to work. (We may wear uniforms, but we don’t believe in uniformity.)

Everything we do is driven by a desire to exceed our guests’, clients and partners expectations. To surprise and delight. To make the time our guests choose to spend with us genuinely exceptional. So that even the shortest stay with us, will last long in their memory. Everyone who works here does this every day across our portfolio of brands, in highly prestigious locations in London and beyond.

For 40 years Edwardian Hotels London has built upon this ambition, and as a family owned company we’re proud of the freedom our independence gives us to grow our business on a relentless and memorable curve – upwards.

With an enviable collection of luxurious distinctive hotels and restaurants such as The May Fair Hotel, Radisson Blu Edwardian London Hotels, Steak and Lobster, Scoff and Banter, May Fair Kitchen, Annayu and May Fair Bar; in the most desirable locations of the UK's most vibrant cities, EHL's vision is unique: To Be Memory Makers.

Being a Memory Maker as a Customer Service Team Leader

In this role, you will become part of the Edwardian family and work within Customer Services in Radisson Blu Edwardian Bloomsbury Street

Customer satisfaction is our key focus as hosts, our aim is to surprise and delight all our guests, by seamlessly providing an experience which exceeds their expectations. Anticipating guest needs and understanding the importance of delivering to each guest personalized service beyond their expectations. We are the memory makers, it begins with opening our doors on arrival greeting guest by name with a genuine smile in a friendly professional manor and provide a delightful experience that our guests cherish. It's my job to ensure from your welcome to your departure you have memorable stay, feel relaxed, you are in our home, therefore my special guest.

Duties and Responsibilities

Be punctual

Keep the work place clean and tidy

Adhere to company health and safety standards

Adhere to company standards with regards to presentation and uniforms

Ensure all team members are also adhering to all company standards

Handle all company equipment with care and attention

Handle guests inquiries and queries in a professional, empathic and polite manner, and in line with the Edwardian Hotels high standards

Assisting guests with the use of communication devices

Ensure ownership and follow-up of all guests requests and issues

Prepare and update phone lists

Prepare and manage the rota

Manage break times

Thorough understanding of the telephone system

Carry out basic opera transactions such as Availability Checks

Thorough Knowledge of the various company products and services

Knowledge of the various senior management team members

Accurate logging of all Guest Feedback into a computerized system

Handle Guests complaints and correspondence according to company standards

Production of Weekly and Monthly Customer Services Reports

Liaising with the Carlson Hospitality and Customer Services office

Daily Management of the CSA system

Frequent Flyer and Club Carlson Queries

Answer all guest messages on Twitter and Facebook, flagging any commercial impact to the E-Commerce Team

Manage insurance claims and Accident Reports, and communicate with the insurance company

Communicate all food poisoning allegations to the health and safety department

Attend all company courses, training and coaching sessions as required

Basic understanding of the Opera PMS system to assist customers with enquiries

Key Requirements

Key Requirements

Good spoken and written communication skills in English

Ability to stay calm under pressure and multi task

Personal presentation together with compliance of uniform standards

Methodical approach to your work with accuracy and attention to detail

Manages guest queries in a timely and efficient manner

Work within a team

Ensure compliance of brand standards

Follow cash handling procedures

Basic IT skills

Friendly and confident personality

We Believe In Developing and Delighting Our Hosts So You Will Receive:

* Competitive Salary
* Complimentary 2 night stay in a luxury Edwardian Hotel of your choice (after two years service)
* Preferential accommodation rates for all Edwardian Hotels for Hosts, friends and family
* Discounts on food and beverage up to 30% in all Edwardian restaurants and bars
* Discounts on Spas and beauty treatments
* Hot meals and salad bar, teas, coffees and juices provided each day
* Uniforms provided per role requirement

All Hosts must have valid permission to live and work in the United Kingdom. Verification of documentation will be undertaken as part of the recruitment process.

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