Guest Experience Assistant

Job Title: Guest Experience Assistant
Pay: £12.88per hour + service charge
Onsite
Contract: Flexible working, part time/full time – minimum 6 hour contract

We are currently recruiting for a Guest Experience Assistant to join our vibrant crew. Already rated as Tripadvisor’s No.1 UK 'One of a Kind' hotel, the former Northern Lighthouse Board ship, Fingal has begun an exciting new chapter as a luxury floating hotel in Leith, Edinburgh. Our crew is the core asset of Fingal’s brand, full of warmth and passion, with a shared vision for creating an amazing experience.

As Guest Experience Assistant for Fingal you will work as part of a dynamic Front of House team to ensure that the guest experience from first contact to departure is truly outstanding. The chosen candidate will join our team and lead in delivering a guest experience that is intuitive, warm and safe. You will be a key player in ensuring the highest level of service is provided in all operational areas to maximise guest satisfaction. A true ambassador you will deal with all requests and queries in an efficient and professional manner, whether face to face or over the telephone. You will focus on all areas, including Front of House, Reservations and Sales, working shifts as the business requires (weekends and evenings).

Guest Experience Assistant duties will be varied and are likely to include, but not limited to:

· Meeting and greeting guests/clients to ensure they receive the appropriate recognition and arrival experience.
· Assisting with handling and movement of guest luggage for arrival and departure.
· Advising about the local area, local events, attractions, sightseeing, cultural events and providing directions.
· Dealing with reservation and general enquiries both online and on the telephone from customers regarding availability. Taking guest payment.
· Extensive general administrative duties as required (daily financial reporting including invoicing, filing, cash handling & inventory management).
· Working with housekeeping to turn around bedrooms efficiently and to ensure the environment meets the required standards.
· Complaint handling, problem solving and passing on guest feedback.
· Ensure all public hotel areas are kept to the highest presentation standards.
· Maintain accuracy of all guest history records.
· Ensure guest security and confidentiality is maintained at all times in all aspects.
· Upselling additional products within The Royal Yacht Britannia Collection.
· A good level of computer/IT knowledge.
· Able to assist the Events/Restaurant team.
· Taking responsibility for the safety & security of the premises.
· Completion of daily night audit tasks as required.

Personality:

· Maintain a positive, can-do attitude that inspires those around you to perform to the best of their ability.
· Ensure a professional appearance and warm personality, while still being friendly and approachable. You will be confident and dynamic.
· Ability to communicate at all levels, building internal relationships to gain greater product knowledge and understanding.
· Passion for the Hospitality Industry and a strong desire to work in the five-star sector.
· Previous experience in the luxury market is essential.
· Must be able to communicate freely and eloquently with guests.
· Must have a good numerical and creative mind.
· Fully committed and reliable.
· Good knowledge of Edinburgh is desired.

Company benefits include:

· 10% employer pension contribution with a choice to contribute up to a further 5% yourself, which would then be matched by us as well! (So 20% potential contribution to your pension).
· 33 days pro-rata annual holiday entitlement.
· Enhanced long service holiday entitlement.
· Life Insurance.
· Performance and loyalty payment scheme.
· Complimentary tickets.
· Employee Assistance Programme.
· Staff discount in the Britannia Shop, Royal Deck Tearoom & The Lighthouse Restaurant aboard Fingal Hotel.
· Free car parking for staff.
· Uniform provided & complimentary dry cleaning service.

If you feel you have the personality, skills and experience we are looking for then we would love to hear from you.

Please send your CV and a cover letter outlining why we should select you for this role by email to: recruitment@tryb.co.uk or postal applications to:

Charlie Granleese
Guest Experience & Environmental Manager
Fingal Hotel
Alexandra Dock
Leith
Edinburgh
EH6 7DX

No agencies please.

Please note, due to the volume of applications we receive, we will only contact you if you have been selected to progress to the next stage in the recruitment process