PURPOSE OF JOB
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Office Executive, 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.
MAIN DUTIES AND RESPONSIBILITIES
* Be the warm welcome that kicks off a memorable guest experience.
* Acknowledge members and returning guests, in person or on the phone.
* Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.
* Handle cash and credit transactions.
* Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes.
* Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns.
* Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
* Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed.
* Take pride in your appearance and place as a brand ambassador.
* Always know what events and activities are on the day’s schedule.
* Jump into other ad-hoc duties when your colleagues need your help.
* To ensure that all services to the guests as requested are carried out efficiently and on time and are properly recorded and charged.
* To fully ensure that any discrepancies are resolved or reported.
* To ensure that full security of the Hotel is set the standard set by the Hotel.
* Checks billing instructions and guest credit for compliance with hotel credit policy and minimise room rebates.
* To action/deal with any complaints/queries expressed by guests, informing the Front Office Manager and Duty Manager, asking for assistance when necessary.
What we need from you:
* Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to.
* Your problem-solving skills will turn issues into opportunities, so every guest leaves with great memories.
* Fluency in the local language - extra language skills would be great, but not essential.
* Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths, and computers.
* Flexibility - night, weekend and holiday shifts are all part of the job.
* You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential.
* Experience - ideally, you’ll have spent at least one year in a front desk or guest service position.
* Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.
EDUCATION, SKILLS, QUALIFICATIONS AND EXPERIENCE
To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
* Positive attitude.
* Excellent customer service skills and is passionate about exceeding guest expectations.
* Able to work in a fast-paced working environment and remain calm under pressure.
* Fully Customer Focused.
* Excellent communication skills.
* Ability to work under pressure.
* Ability to work in a team-oriented environment.
* Previous experience in a similar role.
* Experience of using the Brilliant System (Desirable, as full training will be given).
* Flexible approach with regards to working additional hours if required.
Job Types: Full-time, Permanent
Expected hours: 35 – 40 per week
Benefits:
* Canteen.
* Company events.
* Company pension.
* Discounted or free food.
* Employee discount.
* Free parking.
* On-site parking.
* Sick pay.
Schedule:
* 8 hour shift.
Work Location: In person.
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