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 this 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.
Respond to guest enquiries and queries in line with our mission of providing 100% Guest Satisfaction and in accordance with Customer Service GAP standards. Act as a social media champion for the Customer Service team.
Has thorough knowledge of the company various products and services.
Knows the members of the company senior management team.
Social Media savvy
Must be able to carry out basic Opera transactions such as Availability checks
Ability to operate a switchboard and the customer services system
Excellent command of the English language both verbal and written
Confident ability to communicate and establish rapport using effective listening and empathy.
Confident ability to converse with customers who have complaints
Effective time management skills
Respond to customer queries and enquiries professionally, with empathy and in accordance with Radisson Edwardian customer service standards.
Take ownership of all guest requests and queries by following up on issues and getting back to the guest.
Assist guests using all communication devices
Accurately log all guest feedback into systems.
Answer all guest messages on Twitter and Facebook, flagging any commercial impact to the E-Commerce Team.
Act as technical point of contact for hotels regarding administration of local Facebook pages and Revinate accounts.
Develop self by attending relevant on-the-job training, training courses and coaching sessions as required.
Adhere to company uniform and grooming standards.
Be punctual according to standards and expectations set by the Customer Service Supervisor.
Use care and be responsible when using company equipment.
Adhere to Health and Safety standards.
Keep the workplace clean and tidy.
Perform other duties as required.
We Believe In Developing and Delighting Our Hosts So You Will Receive:
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.