Customer Relations Team Member
Job Type : Permanent, Full Time
Salary :
Customer Relations Team Member
We are Staying Cool! We are independent Aparthotel based in Birmingham’s vibrant city centre, in the iconic Rotunda next to the Bull Ring. We are operators of Birmingham’s only 5* Visit England accommodation, and Staying Cool is truly unique. We've had some glowing media reviews and won some fantastic awards but most importantly, our guests say some pretty nice things about us too. They tell us they love our style and our award-winning customer service – we’ve been in the top ten TripAdvisor hotels since we opened in 2008.
We are currently seeking an outgoing and confident person to join our Guest Relations team. This role would suit candidates who have extensive hotel or retail experience. Ensuring that our guests have an amazing experience really is key.
What’s on offer?
As well as working for a friendly, supportive and fun team, here is what else you can expect:
An attractive starting salary of £22,000 per annum
We look after our team, promoting from within when we can
Fabulous city centre location, three minutes walk from both New Street and Moor Street train stations
A diverse and inclusive workplace 28 days holiday including bank-holidays, plus your birthday off after one year’s service
Flexible pension contribution scheme
Performance bonus from 2023
Access to our Employee Assistance programme, which includes free access to a wellbeing and employee advice, guidance and counselling service
Two free social stays per year after your orientation stay
25% friends and family discount
Mobile phone allowance
Free tea and barista coffee while on shift
The Role:
You will be working in small team of other Guest Relations team members, with a real focus on providing excellent customer service. You will report into the Guest Relations Manager and provide a personalised booking and concierge service to Staying cool guests, before, during and after their stay as well as assisting full time Rotunder residents. The key aim is that our guests become ambassadors for the brand, therefore their experience, including the excellent customer service they receive will play a key part in this!
We want our team and guests to be treated in the same way that we would like to be treated ourselves. A good sense of humour is almost as important as hard work. We work hard but we try to have fun at the same time.
Responsibilities Include:
To provide a 5* hotel-style check-in and check-out service for guests at Rotunda.
To provide a concierge-style help and support service to all guests before, during and after their stay.
To handle any (rare) guest complaints or problems promptly and to ensure that all incidents are correctly reported and handled within company guidelines.
To respond to guest booking enquiries (by text, live chat, phone, email and in person) and to cross/up-sell where appropriate.
To input reservations on our property management system (MEWS) and to confirm reservations to clients
To coordinate and carry out apartment viewings in the building.
To deal with any post stay enquiries e.g. lost items, invoices.
To encourage guests to post online reviews about their stay.
To contribute ideas for new guest services.
We really feel this is a really appealing customer service role owing to our incredibly special aparthotel. Please read the full job description to learn more about this role and do not delay in applying as we expect there to be a lot of interest!
What you need to be successful:
Be a confident, cheerful and outgoing individual
Have a genuine love of customer care and helping people
Have a good sense of humour!
Have experience working on a busy reception desk, preferably in the hospitability industry
Have an excellent standard of written and spoken English
Have the ability to work on your own at times as well as part of a team
Be highly organized with excellent attention to detail
Be computer literate and have experience in Microsoft packages
While we would like to contact all our candidates, unfortunately, this is not possible so if you have not heard from us a week after the closing date, your application has been unsuccessful.
We may close this advert early should we get sufficient volume of quality candidates, so please do not delay sending in your application.
We do not accept applications from recruitment agencies
More Information
- Address Birmingham, West Midlands
