Job Description
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* Meet and greet guests who enter the lobby area
* Serve as the main point of contact for VIP guests and ensure hotel departments are fully briefed on their requirements
* Seek verbal feedback from customers on a regular basis and respond to all guest queries in a timely and efficient manner
* Serve as a point of contact for long-stay guests of 14 days or longer ensuring they feel comfortable and can ask advice or information from Guest Relations
* Manage, record and resolve promptly guest or customer complaints
* Ensure a very high level of customer service is constantly maintained for Reception, Lobby area and Executive Lounge
* Demonstrate a thorough understanding of all facilities and services provided within the hotel and identify opportunities for up-selling and promoting when appropriate
* Show creativity with ideas regarding lobby/reception decoration at suitable seasonal time periods in order to enhance the overall image and warmth of this area for the guest
* Communicate with the Executive Lounge Manager and track and reward regular guests for their loyalty and creativity; choose rewards that meet guest preferences while remaining within allocated budget
* Maintain good communication and work relationships in all hotel areas
* Maintain staffing levels to meet business demands
* Attend all Reception meetings and Executive Lounge Meetings
* Comply with hotel security, fire regulations and all health and safety legislation
* Act in accordance with policies and procedures when working with front of house equipment and property management systems
* Assist with other departments, as necessary
Requirements
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* Previous experience in a luxury property is essential
* Must have hotel experience
* Someone who is motivated to create memorable experiences for every guest, every time
* Has a luxury mindset – anticipating guests needs and personalizing their experience
* Is a team player – collaborative, flexible, fun and dynamic
* Is ambitious and passionate
Benefits
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* Travel - Up to 40 nights per year at discounted rates and 50% off F&B in Hilton hotels around the world
* Plus up to 70 nights of discounts for your family and friends
* Team Member Gym – a dedicated team member gym with free access 7 days a week
* Benefit – discounted rates for Conrad team members across a wide range of retailers
* Development – numerous learning & development plans for all types of roles and career paths as well as free access to LinkedIn Learning and Harvard Manage Mentor
* Holidays – 30 days holiday (incl BH) plus long service entitlement of an extra day per year up to a total of 5 additional days
* Maternity & Paternity – paid leave for those that qualify