Guest Relations Associate

The Twenty Two is a luxury lifestyle hotel based in London. Our newest property, set within the former Margaret Louisa Home in New York City’s Union Square, offers an all-day public restaurant and a private members’ club.

We are looking for a Guest Relations Associate to join our NYC team. This role is ideal for candidates who are customer service oriented. Front desk experience is a plus.

Overview:

The Guest Relations Associate is responsible for ensuring that each guest receives personalized attention and assistance from the point of booking to the end of their stay, upholding the ethos of The Twenty Two. You will serve as a primary point of contact for guests, addressing their needs and preferences and ensuring that any issues or concerns are promptly resolved.

General Responsibilities:

• Prepare for all daily arrivals and departures, ensuring all billing is correct and necessary adjustments are actioned.
• Warmly greet guests upon arrival and perform check-in and rooming procedures, including payment processing.
• Maintain confidentiality and discretion when handling sensitive guest information.
• Build working relationships with guests, ensuring all preferences and requests are correctly recorded on their profile.
• Anticipate guest needs and preferences &and proactively offer assistance and recommendations to enhance their experience.
• Coordinate special requests and amenities for guests, ensuring that their expectations are exceeded.
• Maintain a strong working knowledge of our food & beverage offerings, enabling the taking of orders from guests and making informed recommendations.
• Remain knowledgeable and proficient with all hotel operating systems and services, including computing all guest billings, reservation creation and accurately posting charges to guest rooms and house accounts.
• Liaise and collaborate with guests and hotel departments, facilitating communication and ensuring seamless service delivery.
• Handle guest enquiries, requests and complaints in a timely and professional manner, striving to resolve issues to the guest's satisfaction, while building brand loyalty.

Experience Required:

• At least 1 year prior hotel experience
• Excellent interpersonal and communication skills, with a genuine passion for providing exceptional guest service.
• Strong problem-solving abilities, with the ability to remain calm and professional under pressure.
• Flexibility to work evenings, weekends and holidays
• Fluency in English, both written and spoken (a 2nd language would be an added advantage).
• Pragmatic, tenacious, organized and resilient

*****

The Twenty Two is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at The Twenty Two are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.

Job Type: Full-time

Pay: $25.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person