Guest Experience Agent

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Eclipse Hotels Group is an international family owned hotel group who are headquartered in West London. Our company's current portfolio includes brands such as Holiday Inn, Holiday Inn Express and EasyHotel, located across the UK, Europe and the Caribbean.

An excellent opportunity has arisen for a Guest Services Agent at our Holiday Inn Express in Norwich. You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality employee experience.

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As our Guest Services Agent, you'll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You'll also create the warm atmosphere that makes our guests feel at home in any location. 

Join us and enjoy the following benefits:

  • Discounted Hotel Rooms at 5000+ IHG Hotels worldwide. With 50% off Food and Beverage Services
  • Employee Assistance and Welfare Program
  • Health Plan
  • Life Insurance
  • Cashback and discounts on the leading high street retailers
  • Complimentary Meals on duty
  • Employee of the Month and Employee of the Year celebrations
  • Recommend a friend scheme
  • Excellent Training & Development


What will your key responsibilities and duties be: -

  • Create a warm welcome to everyone and set the tone for each of our guests' experience.
  • Ensure that our guests experience a smooth Check-in and Check- out process (Including Group Check ins)
  • Coverage of the Reception desk, concierge desk and night shifts.
  • Be able to answer our hotels calls in professional yet welcoming manner.
  • Take “out of hours” bedroom reservations
  • Carry out guest call backs to ensure everyone is happy.
  • Book taxis and other forms of ground transport for our guests.
  • Recommend places to visit and make bookings on behalf of our guests.


How will you achieve this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It's what connects every Team Member throughout our brand of hotels. Each hotel delivers True Hospitality in their own way, making them unique. At the heart of it is our key core service skills.

  • True Attitude: being caring, wanting to make a positive difference, and building genuine connections with our guests
  • True Confidence: having the knowledge and skills to perform your role, and giving our guests the confidence that they can trust you, to help and support them during their stay
  • True Listening:focusing on what our guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
  • True Responsiveness: is about providing our guests with what they need, and doing so in a timely and caring manner


What we are looking for: -

  • Previous hotel experience as a Front Office Team Member or any other similar roles, ideally from a branded hotel background, with a strong knowledge of Front Office systems.
  • Experience in offering exceptional customer service.
  • Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and other Team Members
  • Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail; 
  • Willing to work a flexible schedule including evenings, weekends and bank holidays;


We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes inclusive, people focused culture.

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