Customer Service Lead
3 weeks ago
We are seeking a highly skilled and experienced Night Supervisor to join our team at the Britannia Hotel in Edinburgh. As a key member of our hospitality team, you will be responsible for ensuring that all guests receive an exceptional experience during their stay with us.
The ideal candidate will have excellent communication skills, a calm and composed demeanor, and the ability to multitask with ease. You will also have a strong understanding of customer service principles and be able to provide guidance and support to other team members as needed.
This is a full-time position working night shifts, typically from 10 pm to 7 am, Monday to Sunday. You will be required to work flexibly, including bank holidays and weekends, to meet the needs of our business.
Key responsibilities:
- Provide exceptional customer service to guests, responding promptly to any queries or concerns they may have;
- Oversee the smooth operation of the hotel's front-of-house operations, including check-in/check-out, room allocation, and guest relations;
- Maintain high standards of cleanliness and safety throughout the hotel, reporting any issues or incidents to management immediately;
- Work closely with other departments, such as housekeeping and maintenance, to ensure seamless communication and effective problem-solving;
- Contribute to the development and implementation of initiatives to drive sales, improve customer satisfaction, and enhance the overall guest experience.
Requirements:
- Minimum 1 year of experience in a supervisory role within a hospitality environment;
- Degree-level qualification in hospitality, business, or a related field (or equivalent experience);
- Excellent communication and interpersonal skills;
- Ability to work effectively under pressure, managing multiple tasks and priorities simultaneously;
- Flexibility to work a range of shifts, including nights, weekends, and bank holidays;
- Proven track record of delivering exceptional customer service and driving business results.
Benefits:
- An attractive salary of £25,000 - £30,000 per annum, depending on experience;
- Ongoing training and development opportunities to help you grow your career with us;
- A comprehensive benefits package, including pension scheme, life assurance, and access to employee discounts;
- The opportunity to work with a dynamic and forward-thinking organization that values innovation and excellence in everything we do.
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