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Guest Experience Assistant - F&B



A Guest Experience Assistant (GEA) is the essence of every experience we offer at our hotels. They are involved in it all, from the warm, friendly welcome when guests arrive to their departure, and everything in between - reservations, bar and, activity bookings and making sure maintenance and housekeeping keep on their A game with guests' concerns.


The role will entail learning all guest experience related functions and will also be expected to keep up to date with knowledge of facilities, pricing and promotions to be able to advise guests when needed. This is not an exhaustive list, but in order to give an idea of the tasks to be learned and the rotas GEA's will be involved in:
  • Greeting guests upon arrival and making them feel welcomed
  • Administering check-ins and check-outs
  • Providing front desk services to guests
  • Assigning rooms and taking care of administrative duties
  • Ensuring all guest enquiries and/or complaints, whether in person or on the telephone, are dealt with in a friendly and professional manner, ensuring guest satisfaction at all times
  • Keeping up to date with availability, promotions and pricing in order to provide advice to guests as necessary and maximise sales opportunities
  • Coordinating guest requests and bookings with other hotel functions (Golf, Spa, Leisure)
  • Assisting with the co-ordination and delivery of dining, events and food & beverage services across all F&B outlets in the hotel
  • Diffusing conflict or tense situations with guests
  • Prompting maintenance and housekeeping to deal with guest concerns as required
  • Processing guest payments

And if you are working specifically in the areas of Golf, Spa and/or Leisure:
  • Taking a genuine interest in understanding the inner workings of these departments to be able to offer a great experience to members, potential members and guests on all aspects and offers
  • Understanding the operation of golf, spa and leisure to offer advice and guidance to all members, potential members and guests
  • Taking correct booking details for members and guests using the facilities
  • Ensuring high standards of hygiene, cleanliness and tidiness in the shop, changing facilities and reception areas at all times
  • Ensuring golf, spa and leisure stock is rotated and displayed to achieve maximum sales
  • Responsible for handling cash and cashing up at the end of a shift


Whilst there are no specific education or qualification requirements for this role, there are a number of skills we are looking for in our Guest Experience Assistants:
  • Passion for delivering exceptional guest services
  • Courteous and pleasant attitude towards guests and other team members
  • Patience and good listening skills
  • Conflict resolution experience
  • Good telephone manner and IT Skills
  • Ability to work under pressure and juggle competing priorities in a busy, fast paced and challenging environment with minimum supervision
  • Good attention to detail
  • Ability to take initiative and a practical approach to problem solving
  • Positive and flexible approach to work (weekend and evening work will be required)
  • Good time management and organisational skills
  • High standard of personal presentation
  • Ability to work as part of a team
  • Proof of eligibility to work in the United Kingdom

  • Discounts across retail, restaurants, events etc
  • Family and Friends discounts in hotels across the Almarose
  • Free onsite parking
  • Progression and career development opportunities across the UK, with training and support with course fees
  • Pension Scheme
  • Access to an Employee Assistance Programme, 24/7, 365 days a year.


Almarose Hotels are an independent Hotel Management company who own and operate an award-winning portfolio of 21 4* properties throughout the UK. It's an exciting time to join our portfolio; our strategy is to develop and invest in our properties and employees, with opportunities that span across beautiful countryside and bustling city centre locations - each offering a truly unique experience for our guests, and exemplary professional development and careers for you.

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Norwich, England, Norfolk, NR2, United Kingdom

  • Ad ID:  15897993
  • Ad Type:  Offered
  • Posted on:  29/09/2020, 02:52
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