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The focus of this role is on the professional care of our hotel guests – from a warm welcome at check-in to a genuine farewell at departure. Your duties will also include the following:
* Looking after our guests, including check-in and check-out, ensuring a smooth and efficient process
* Reviewing and processing bookings, overbookings and options, whilst maintaining optimal occupancy rates
* Invoicing, including managing payments, as well as cash transactions and cashing up
* Organisational and administrative tasks in both our front and back office (e.g. managing no-shows, answering emails, updating guest profiles)
* Gaining interdepartmental insights into new areas of activity by working in our multicultural teams
* Supervising and training front office staff to maintain high standards of customer service
* Handling guest complaints and resolving issues promptly and professionally
* Coordinating with housekeeping and maintenance departments to ensure room readiness and address any guest concerns
* Managing shift handovers to ensure smooth transitions and clear communication between teams
* Monitoring and analysing guest feedback to identify areas for improvement in front office operations
* Assisting in the development and implementation of front office policies and procedures
* Ensuring compliance with health and safety regulations, as well as hotel security protocols
* Participating in regular team meetings and contributing to the continuous improvement of guest services
Qualifications
Whether you are a hotel professional or changing careers – you will fit in here! Because personality and hosting skills are our priority. You will also:
* Have an excellent sense of quality and service, as well as hosting skills and a passion for the hotel industry
* Be open and communicative and have a solid command of English; proficiency in additional languages is highly advantageous
* Be a team player and willing to provide assistance across departments – we achieve our results together
* Possess a minimum of 2 years' experience in a front office or customer service role, preferably in the hospitality industry
* Demonstrate strong leadership skills and the ability to motivate and manage a team effectively
* Have excellent problem-solving abilities and remain calm under pressure
* Be proficient in hotel management software and booking systems
* Possess strong numerical skills for handling financial transactions and reports
* Demonstrate flexibility in working hours, including evenings, weekends, and holidays as required
* Hold a relevant qualification in Hospitality Management or a related field (desirable)
* Showcase a commitment to continuous professional development and staying updated with industry trends
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