Hotel Concierge/receptionist

3 months ago

Norwich, United Kingdom Number 82 The Unthank (Part of Estateducation Ltd) Full time

_Hotel Concierge/Receptionist_

**DESCRIPTION**

**Number 82 The Unthank is a serviced accommodation brand operating in the hospitality sector. It provides accommodation to business travelers and tourists looking to stay in the city location of Norwich.**

Number 82 The Unthank is a brand of Estateducation, a vibrant and fast paced property investment, development and construction company that loves to be different by sparking innovation. It's not your average run of the mill company; it's forward thinking, diligent and loves everything property.

We’re looking for an enthusiastic, self motivated individual, ideally with experience within the hospitality or property management sectors, that is able to work on their own within the concierge desk of Number 82 The Unthank.

JOB DUTIES:

- Manage bookings, maintenance, cleaners and laundry using digital property management system and outbound phone calls.
- Acting as a first point of contact; dealing with correspondence, phone calls, enquiries and handling them when appropriate.
- Review rooms on booking engines to make sure information is correct and current.
- Answering all calls, leads and new enquiries in a professional and timely manner.
- Follow up leads in order to convert into bookings.
- Check payments and deposits received in full in advance of the guest's stay.
- Contact guests upon booking to confirm requirements and advise on things to do when in the area.
- Arrange weekly shops for guests and ensure orders are stacked in kitchens before guest arrival.
- Arrange newspapers, flowers, wine, chocolates and in-room chefs upon guest booking request.
- Greet guests with a five-star service and assist queries in a friendly, knowledgeable and professional manner.
- Maintain excellent customer care, and front of house standards at all times. Maintain, develop and exceed customer satisfaction and expectation.
- Initiate and maintain a rapport with a customer.
- Deal with customer complaints or seek assistance where required.
- Compile and produce performance reports
- Coordinate with the answering service company for out of hours.
- Suggest booking incentive ideas
- Research and contact corporate companies looking for short term accommodation for visitors and staff.
- Offer corporate booking discounts to new corporate contracts.
- Coordinate with online travel agents.
- Coordinate maintenance issues with the property maintenance team in order to resolve guest issues.
- Input data into property management systems.
- Maintaining procedures / administrative systems.
- Liaising with internal and outsourced staff, suppliers, councils, utility providers, contractors and guests.
- Support and maintain health, safety and security procedures in the workplace. Assist with safe working procedures for equipment.
- Help monitor the environmental requirements against health & safety policies: for example risk assessments, fire procedures etc.

**REQUIREMENTS**
The position is full time, working Monday to Friday 8:30 am to 4:30 pm with a half hour for lunch and some on call work required (additional pay offered).

**KEY SKILLS**:

- Previous hospitality, property management or front office experience is essential.
- Discretion and trustworthiness; you will often be party to confidential information.
- Proven working knowledge of a winning customer service experience.
- Contribute to effective working relationships.
- Flexibility and adaptability.
- Excellent communication skills and telephone manner.
- Able to plan, organise and multitask.
- Experience in using cloud-based customer relationships and operating systems.
- Ability to prioritise and meet multiple deadlines.
- Excellent analytical, interpersonal communication and writing skills.
- Good oral and written communication skills.
- The ability to be proactive and take the initiative.
- Tact and diplomacy.
- A knowledge of standard software packages and the ability to learn company-specific software, as and when required.
- Confident and strong character, with a ‘can do’ attitude.

**QUALIFICATIONS**:
Min 1-year of relevant hospitality, property management or front of desk experience.

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday

COVID-19 considerations:
All COVID precautions are in place

Work Location: In person

Reference ID: No82/KD

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