Global Guest Experience Coordinator - London, United Kingdom - Q Apartments UK

Q Apartments UK

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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

Role Overview:

The main purpose of the role is to support the Global Helpdesk team to ensure the smooth running of the QIG 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 the first point of contact for any QIG guests offering them exceptional customer service consistently. It is desirable to speak Portuguese and/or Spanish but not essential.

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:

Provide the guest with a seamless sense of welcome from the time they step into our apartments.
Manage guest issues efficiently to provide firstclass customer service and prevent complaints.
Understanding and prioritizing, guest complaints in the order of their severity and thereby acting as a bridge between guest and QIG team to deescalate situation as, much as possible.
To effectively communicate with QIG Approved suppliers across the globe and report any issues raised by clients staying at their respective properties.
To proactively follow up on the issues and thereafter revert to the client offering first class customer service.
To be confident in dealing with guest issues personally; with a good understanding of when issues require escalation to the Duty Manager.
Encourage guests to complete guest surveys to improve standards.
Provide recommendations and new ideas to improve the customer experience.
To be familiar with the various concierge team members, key contractors, bookers, managing agents and landlords so that issues can be resolved quickly and efficiently for our guests in London.
Have the confidence to remotely checkin guests over the phone and guide them to their respective apartment.
Be proficient with the QIG product and have an indepth understanding of common issues faced by the guest within an apartment.
Ensure all issue and complaints are logged and thereafter filed and or pending issues coordinated with the property services team in the order of their priority.
Ensure that the Meet & Greet Team have up to date information in order that they may assist our guests as efficiently as possible to ensure a smooth and hasslefree arrival experience.
To maintain key control.
To liaise with the Housekeeping and the Maintenance teams where necessary to ensure that the customer has the best experience.

Competencies:

Strong communication skills, written and verbal
Ability to plan, prioritize and work to tight timescales
Attention to detail
Experience of working with Oscar is an advantage
Experience of working for Hotels with at a 4* level or Serviced Apartments will be beneficial.
The ability to read, write and speak Portuguese is beneficial.
Good command of written and spoken English is essential.
Interact with guests and strives to provide a welcoming atmosphere
The ability to read, write and speak either Spanish or Portuguese is beneficial