Guest Service Centre Agent – Sheraton Grand London Park Lane


Job Number 19148116
Job Category Rooms and Guest Services Operations
Location Sheraton Grand London Park Lane| Piccadilly| London| Greater
London| United Kingdom
Brand Sheraton Hotels & Resorts
Schedule Full-time
Relocation? No
Position Type Non-Management/Hourly

Start Your Journey With Us
Start Your Journey with Us
We go above and beyond in everything we do. We are inspired by our guests and
one another – and are driven to make things better. We love what we do| and we
give all we’ve got – on property and off. When guests stay with us| it’s not
just a room with a bed that they’re buying. It’s an experience.

We are looking for someone who is ready to go beyond in everything they do. If
you are someone with a genuine drive to improve your life and the lives of
those around you| if you are someone with an appreciation for evocative
storytelling and a desire to provide genuine| personalized| and anticipatory
service| then we invite you to join us on our journey and explore a career
with us.

Job Summary

As a Guest Service Center Agent you operate the telephone switchboard and
answer all internal and external calls for two 5 hotels: The Sheraton Grand
London Park Lane and the Park Tower Knightsbridge| a Luxury Collection Hotel.

We answer and record all guest calls and requests and inform the relevant
departments and colleagues accordingly. We follow up with the guest to ensure
their request has been fulfilled to their satisfaction. You will be the first
point of contacts for guest complains| starting the service recovery process
and informing the Duty Manager.

Be a team player both within the Guest Service Centre and across all
departments in both hotels to ensure of strong collaboration ensuring guests
receive the highest level of service

Further task:

Answering guest chats and emails

Update guest bookings with upgrade| early check-in and late check-out requests

Accurate taking and delivery of wake up calls

Plan and execute welcome calls

Provide information to guests about room features| property amenities and F&B outlets

Dealing with Lost Property queries

Stay up to date with all

Manage bookings for F&B outlets

This role is based in the Complex at Sheraton Grand London Park Lane. __

_Experience required_

Flexibility and willingness to work on various shifts| such as early morning shifts| late evening shifts and overnight shifts. The Guest Service Centre operates 24/7 including weekends and bank holidays and the Rota will reflect this.

Experience with Opera| Mitel| Salesforce is a bonus| but not a prerequisite
training will be provided

Service oriented individual aiming to go above and beyond during each interaction

Advanced command of English language – written and spoken