Global Guest Experience Coordinator
Job description
This is an exciting opportunity for engaged individuals to take the next step towards their career progression and join our enthusiastic and friendly operations team at QIG.
Our growth in recent years is based on our passion and attention to details. Although we are a global company, we truly believe it is the little things that count at QIG.
We are looking for dynamic, communicative and collaborative people that are passionate about hospitality industry.
Join a growing company with plenty of opportunities to develop yourself and others by creating a supportive and friendly work environment where new ideas are always celebrated!
We would be delighted to have you applying for QIG team at our London Office.
Role Overview:
The main purpose of the role is to support the Guest Experience team to ensure the smooth running of properties with key emphasis on improving guest experiences across the globe.
This highly varied role would suit an enthusiastic multi-tasker with good listening skills to firstly understand guest needs and thereafter taking ownership to resolve any issues. You will be required to work mainly from the Head Office in London, on occasions to work from different locations. It is beneficial to speak Portuguese and/or Spanish.
You will be expected to work closely across all departments within QIG and maintaining relationships with suppliers, bookers, landlords and managing agents is essential as well as developing new relationships with network partners.
Main Responsibilities:
- To process and action incoming emails, live chat and telephone calls following the company procedures.
- Provide the guest with a seamless sense of welcome starting with the pre-arrival process until the time they step into their apartment and to assist them throughout their stay.
- Facilitating pre arrival checks, pre arrival inspection report and pre departure checks in line with the appropriate service level agreement.
- Manage guest issues efficiently to provide first class customer service and prevent complaints.
- To effectively communicate with QIG Approved suppliers across the globe and report any issues raised by clients staying at their respective properties.
- To be confident in dealing with guest issues personally; with good understanding of when issues require escalation.
- Encourage guests to complete guest surveys to improve standards.
- Provide recommendations and new ideas to improve the customer experience.
- To be as familiar with London and Network procedures in order to support guests for QIG as required.
- Meet and greet of arriving guests when required.
- Have the confidence to remotely check-in guests over the phone and guide them to their respective apartment.
- To liaise with the Housekeeping and the Maintenance teams where necessary to ensure that the customer has the best experience.
- To understand the NETWORK and LONDON market and to assist with guest enquiries as required to support the Guest Experience Team to ensure the best experience to our guests.
Competencies:
- Strong communication skills, written and verbal
- Ability to plan, prioritize and work to tight timescales
- Passion for delivering a great guest experience
- Attention to detail
- Experience of working for hotels with at a 4* level or Serviced apartment will be beneficial.
- Good command of written and spoken English is essential.
- Working pattern: 4 days on, 4 days off (Day Shift)
Job Types: Full-time, Permanent
Salary: £25,000.00 per year
Benefits:
- Company pension
- Private medical insurance
Schedule:
- Day shift
- Weekend availability
Ability to commute/relocate:
- London, E14 9TR: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Reference ID: DSGEQIG
$ads={1}