Guest Relations host

  • Birmingham (B5) , B5 4BU

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  • £14,000 per annum
  • Employer type:
  • Staying Cool


Job Purpose

To provide a 5* booking and concierge service to Staying Cool guests before, during and after their stay with us so that every guest becomes an ambassador for the brand.

To help increase sales across the Collection.

Specific Responsibilities

Guest Services

1.To provide a 5* hotel-style check-in and check-out service for guests at Rotunda.

2.To provide a concierge-style help and support service both over the phone and in person to all guests during their stay.

3.To handle any (rare) guest complaints or problems promptly and to ensure that all incidents are correctly reported and handled within company guidelines.

4.To deal with any post stay enquiries eg left luggage.

5.To encourage guests to post online reviews about their stay.

Bookings and Enquiries

6.To respond to guest booking enquiries (by phone, email and in person) and to cross/up-sell where appropriate.

7.To input reservations on our booking system and to confirm reservations to clients.

8.To amend or cancel reservations on the booking system.

9.To ensure that each reservation is guaranteed by a credit card or corporate account contract.

10.To monitor rates on third party websites to ensure we are in sync with our competitor set.

11.To update rates on third party sites if necessary.

12.To process booking agency commissions.

13.To maintain organised filing systems relating to bookings and the booking system.

14.To check payments against cashiers reports for the previous shift (settlement reports).


15.To carry out and complete your section of the Sales and Marketing Plan.

16.To research in house guests and approach to see if they or their company may be interested in a corporate contract/rate with Staying Cool.

17.To research and contact new potential clients in our target sectors.

18.To organise and host open days and events to attract new bookers.

19.To attend networking events to represent Staying Cool.

20.To arrange and host apartment viewings.

Services to Rotunda residents

21.To liaise with the Rotunda Building Manager and security guards over any resident requests and issues.

22.To open the loading bay for pre-agreed deliveries.

23.To manage visitor arrivals through the front door to the building.

24.To provide advice about the building and apartment appliances to tenants when they first move in.

25.To report any building-maintenance issues to the Building Manager.

26.To accept deliveries and orders on behalf of guests and residents.


27.To provide the management team with reports from the bookings system when required.

28.To support the management team by producing reports and carrying out special projects.

29.To keep abreast of what is going on in Birmingham – politically, economically and socially.

30.To have a good knowledge of all Staying Cool’s facilities and services and be able to answer guest questions in a quick, polite and helpful manner.

31.To carry out any other reasonable tasks requested by your line manager or the directors.


32.To adhere to the company’s green policy.

33.To adhere at all times to all company and statutory rules, regulations and policies including specifically our health and safety policy.

34.To act on your responsibilities in the Health and Safety at Work Act 1974.

35.To maintain a high standard of personal hygiene and grooming at all times.

36.To ensure that any work wear is well pressed and in a good state of repair at all times.

37.The company has a non-smoking policy across its offices and apartments. If you are a smoker it is important that any cigarette smoking is undetectable by other people.

38.To be vigilant and security conscious towards guests and their property at all times.

Person Specification


1.Cheerful, lively and outgoing.

2.A genuine love of customer care and helping people.

3.A sense of humour.

4.Experience of working on reception/concierge in a hotel environment.

5.Good standard of written and spoken English.

6.Ability to work on your own at times as well as part of a team.

7.Highly organised with excellent attention to detail.

8.Computer literate.


9.An interest in style and design.

10.Mac rather than PC user.

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