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4 months ago
GLH Hotel Management
Location: London
Job type: Contract
Sector: Front of House
Category: Guest Services Jobs
Our Front of House Team Member is an essential point of contact for all of our guests, they will always deliver a warm welcome, ensuring guests receive a quick, efficient and professional service. The Front of House team make that all-important first impression. Taking the opportunity to really get to know the guest and anticipate their needs, they are always ready to go the extra mile for our guests.


* Acting as a point of contact for guests, dealing with any queries both in person and on the phone

* Conducts a friendly and efficient check in and check out

* Ensures any arrivals requests are communicated to the relevant person and carried out

* Maintains guest profiles in the Hotel Property Management System, ensuring information is up-to-date and accurate

* Gets to know regular guests and takes steps to personalise guest stay to build guest loyalty

* Promotes upgrades and upsells hotel products and services where appropriate to drive revenue

* Has full knowledge of hotel facilities and services as well as those in the local area

* Makes arrangements for early arrivals and room moves as required

* Monitors the Reception inbox and replies to emails from guests, colleagues and third party suppliers

* Carries out handover at start and end of shift with Housekeeping and other relevant departments

* Carries out general administrative tasks including, but not limited to; Advance purchase bookings; City Ledgers; Checking rates and reservations; checking backups for bookings; Room allocations; Running credit limit reports; VIP rooms and specific requests

What we look for


* Highly Guest Focussed with a passion for great service and a drive for guest satisfaction

* Comfortable in a front line role facing the public

* Empathetic and able to build relationships

* An open personality who is relaxed and natural in their interactions

* Accurate with good attention to detail

* Able to create a positive first impression and be an ambassador for the brand and glh

* Excellent communication skills

* Total commitment to customer service

* High standards of grooming

* Experience in a similar role is desirable but not essential as full training will be given

* Ability to multi-task

What's in it for you?

* 20 days holiday plus 8 Bank Holidays

* Discounted rates on hotel rooms, food and drink across the glh group

* Interest free season ticket loans (conditions apply)

* Access to a 24/7 Employee Assistance Program

* Long Service Awards

* Pension and Healthcare Schemes

* Generous recommend a friend scheme

* Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal

* Wonderful Person of the month scheme with cash prizes

* Childcare vouchers

* Staff refreshments on shift

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