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Guest Service Assistant

The Bicester Collection
Wertheim, DE, 97877
Closing date
1 Dec 2023

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Job Details

Concierge / Guest Services Assistant (m/f/d)

Wertheim Village

In-village hosting:
  • Proactively approach the guests who might benefits from any services (take photos, store luggage , Hands Free Shopping and other services, info on boutiques, or just to have a chat while they are waiting for someone)
  • Support arrival and departures for Shopping express and Wertheim shuttles (incl. cleanliness of the shuttles and motivation of driver)
  • Work together with other hospitality figures colleagues in the village (Concierge Services, Security and Housekeepers, as well as brand partner's staff colleagues)
  • Assist boutiques/ brand partners, VIP Lounge and Guest Services to support the needs of our guests and enhance hospitality where required.
  • Help identify any key areas of concern during a shift where there might be guest satisfaction issues, such as long queues, service deficiencies and maintenance requirements.
  • Be present at the main entrances and other identified locations, as well as roving leisurely throughout the village.
  • Verbally welcoming guests and have an engaging attitude
  • Assisting Guest Lounge with arrivals, events and the needs of the guests as directed.

Concierge Services:
  • Plan and implement hospitality initiatives within the Village Concierge Services, continuously improving on these to surprise & delight our guests.
  • Assist and advise guests with a wider tourism and hospitality offer, such as booking live entertainment, sightseeing tours, cinema tickets and restaurants, making reservations on their behalf and arranging refreshments for them
  • Provide knowledgeable insights regarding all Brands and the unique offer/promotions, within the Village
  • Proactively provide feedback & suggestions on any aspect of the delivery of Hospitality or our services, which will enhance the experience of our guests and further raise our performance above their expectations
  • Own and resolve customer complaint situations in a professional & reassuring manner and in accordance with company policy
  • Support and deliver loyalty programs such as Privilege and Miles&More
  • Selling and administration of Gift Vouchers and Wertheim Souvenirs
  • Promotion and cross-selling of all added services associated with the Village (baggage drop)

Role Requirements:
  • At least 2 years of experience ideally within the Hospitality, Tourism, Leisure or Retail industries
  • Intuitively understand the importance of excellence of customer experience / hospitality
  • Desire and drive to provide excellent world class hospitality and proven examples of guest experience
  • Excellent interpersonal skills, in particular in dealing with international guests, with impact & influence
  • Ability to prioritize and adapt effectively and remain calm under pressure
  • Flexibility in terms of working hours and pattern (including Saturdays)
  • Sound understanding of retail, tourism and leisure sectors or desire to learn
  • Interest in and knowledge of the local area
  • Professional, friendly and approachable manner
  • Computer literate and fully conversant in the full suite of Microsoft Office Applications
  • Conversational German & English written & spoken, any other language knowledge is desirable.


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