Stay Your Way. Serviced Apartments in London

Careers At Q Apartments

Global Guest Services Executive

Role Overview:

The main purpose of the role is to support the London Ops team to ensure the smooth running of the Q Apartments properties with key emphasis on improving guest experiences across London. This is a 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 Q Apartment guests in London offering them exceptional customer service consistently. A high level of customer service will be required to achieve GSS (Guest Satisfaction Survey) targets.

Relationships:

  • Reports To: Guest Relations Manager
  • Liaising With: Operations Department

Responsibilities:

  • Provide the guest with a seamless sense of welcome from the time they step into our apartment. Courtesy calls for all arriving and departing guest and especially corporates.
  • Ensure a consistent approach to guest services is in place across London; work with the Operations Manager to review and formalize procedures where applicable.
  • Manage guest issues quickly and efficiently to provide first class 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 Q team to deescalate situation as, much as possible.
  • To be very familiar with the key contractors; managing agents and Landlords so that issues can be resolved quickly and efficiently
  • To be confident in dealing with guest issues personally; with good understanding of when issues require escalation to Operations Manager and GM.
  • Encourage guests to complete guest surveys to improve standards.
  • Provide recommendations and new ideas to the senior management to improve customer service levels.

Competencies:

  • Experience of working for property Management Company or Serviced apartment will be beneficial.
  • Good command of written and spoken English is essential.
  • Full UK Driving licence will be required to be able to carry out daily tasks.
  • Minimum of Microsoft Office experience essential.

Benefits:

  • Competitive Salary
  • Travel expense across properties, including moped with Insurance cover and fuel.
  • Full UK Driving licence will be required to be able to carry out daily tasks.
  • 20 days paid annual leave
  • Company Pension scheme.
  • Discounted stays for friends and family
  • Performance based end of year Bonus.

To apply: Send us an email with your CV and cover letter to recruitment@qapartments.com

For more career opportunities visit our careers page at: www.qapartments.com/career follow our social media channels to stay up to day with our latest vacancies.

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