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Front Desk Hospitality Specialist

2 months ago


Dartford, Kent, United Kingdom MERCURE Full time
Job Overview

We are seeking a Front Desk Hospitality Specialist to join our team at MERCURE. As a key member of our front desk staff, you will be responsible for providing exceptional customer service and ensuring guest satisfaction.

About the Role

This is a full-time position that requires strong communication and problem-solving skills. The ideal candidate will have prior experience in a customer service or hospitality role and be familiar with hotel operations and procedures.

Responsibilities
  • Provide warm and welcoming greetings to guests upon arrival, setting the tone for a positive stay.
  • Assist guests with their orders for food and beverage and meeting room requirements, ensuring seamless execution and timely delivery.
  • Answer phone calls and respond to guest inquiries and requests, providing accurate and helpful information to enhance their stay.
  • Handle complaints and concerns promptly and professionally, finding the best possible resolution to ensure guest satisfaction.
  • Maintain a clean and organized working area, ensuring all necessary supplies are readily available for guest and team use.
  • Upsell and promote hotel services and amenities to guests, maximizing revenue opportunities and exceeding expectations.
Requirements
  • Excellent verbal and written communication skills, with the ability to effectively interact with guests from diverse backgrounds.
  • Strong customer service orientation, with a genuine desire to exceed guest expectations and build loyalty.
  • Exceptional problem-solving abilities, handling guest complaints and difficult situations calmly and efficiently.
  • Proficient in computer systems such as Micros and PDQs, with the ability to adapt to new technology quickly.
  • Ability to work effectively in a fast-paced and high-pressure environment, prioritizing tasks and multitasking as needed.
  • Attention to detail, ensuring accuracy in all guest interactions and transactions.
  • Strong organizational skills, with the ability to manage time efficiently and maintain a well-organized working area.
  • Flexibility in working shifts, including evenings, weekends, and holidays.
  • Professional appearance and demeanor, with a friendly and welcoming attitude.
Salary

The estimated salary for this position is £25,000 - £35,000 per annum, depending on experience and qualifications.

What We Offer

In addition to a competitive salary, we offer a range of benefits, including:

  • A comprehensive training program to help you develop your skills and knowledge.
  • Ongoing support and feedback to ensure you succeed in your role.
  • The opportunity to work with a dynamic and passionate team who are committed to delivering exceptional guest experiences.
  • A fun and supportive work environment that encourages teamwork and collaboration.