Front Desk Assistant

2 weeks ago

Manchester, United Kingdom RecruitmentService.uk Full time

Our client The James is a collection of luxurious apartments in the heart of the UK's most prominent regional cities. Their boutique properties welcome guests to elegant suites, fully equipped with modern tech infrastructure, engaging social spaces, andgreat customer service given by committed and motivated individuals.

They are looking for a team player to assist in operating our brand new The James Manchester and achieve all its operational goals.

Your Role:
As Front Desk Assistant, you'll assist the Front of House Manager and Front Desk Supervisor with administrative and operational tasks. You'll ensure that daily operations run smoothly, and dealing with client complaints and enquiries. You'll also be accountablefor co-ordinating with other Departments to execute the Front of House operations. You'll strive to achieve customer satisfaction and self-development, all while preserving the asset's integrity.

You’ll report to the Front of House Manager and Front Desk Supervisor in your daily work whilst still working closely with the General Manager and other Departments. As a result, you must be a versatile, easily adaptable, self-motivated, highly organised,commercially astute, and reliable individual with a love for the service industry.

What you’ll be doing:
As a team member to align with company's vision to reach the property’s overall goals and objectives

Communicate effectively with other members of the team, achieving clear objectives through the most efficient operating model

Be a brand ambassador and promote standards and expected service levels to increase sales while minimising costs

Promote The James values and contribute to the maintenance of a strong culture

Ensure that all company policies are always applied and upheld in a consistent manner

Executing all aspects of the daily operations of the Front Desk by implementing the knowledge and experience in hospitality management

Operating all Front Desk relevant systems, including the property PMS and channel manager, booking engines and online distribution channels, and ensure all systems have accurate financial and customer data information

Provide timely, accurate, and complete reports on the property’s performance to the Front of House Manager and Front Desk Supervisor

Maintain positive and long-lasting relationships with stakeholders, including suppliers, contractors, travel agencies, event/conference, planners, etc.

Participate in daily meetings with the Front Desk team

Respond appropriately to emergencies or urgent issues as they arise

Be ready to work on other shifts as the business and staffing levels dictate

Ensuring the Front of the House area is neat and tidy

Handling guest enquiries and response to customers' needs on a timely and professional manner

Follow up with prospective corporate clients' enquiries and host viewing on-site

Adhere to brand standards and expected service levels

Proactively push for revenue growth through upselling of higher category room types at check-in

Handle guest reservations, guest room payment, check-In, check-out accurately

Assign room to the guests and ensure the rooms are ready at check-In

Keep records of the Daily Log, guest preferences and key guest comments

Provide a positive guest experience through superior service, with a focus on quality, safety, and strong customer service

Evaluate changes to the guests’ needs and provide suggestions for service improvements

Support a customer-driven operations, supporting Front of House Manager and Front Desk Supervisor to excel in superior customer care

Respond efficiently and accurately to guest complaints, demonstrating a commitment to guest services by responding to guest needs. Report to Front of House Manager and Front Desk Supervisor for key issues

Monitor guest satisfaction through the appropriate channels

Co-ordinate with Housekeeping and Hotel Maintenance Team on room maintenance

Your Background & Skills:

- Excellent interpersonal skills, with hands-on Front Desk operation experience
- Minimum of one year working experience in Front Desk in hospitality (hotels or serviced apartments)
- Excellent communication (written and oral) and listening skills
- Outstanding people and guests handling skills; strong teamwork and team leadership skills; co-operative working style
- Basic knowledge of Health & Safety and Fire regulations
- Initiative and resourcefulness: ability to make things happen in creative ways
- Ability to persuade, and up-sell
- Excellent problem solving and complaint handling skills
- Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary
- Positive, result-oriented, can-do attitude, sharing perspectives to achieve personal and organisational targets
- Working knowledge of MS Office, Google Suite, hotel PMS (Siteminder’s Little Hotelier)
- Ability to work under pressure and deal with deadlines and stressful situations
- Strong professional image
- Must be able to multitask and meeting deadlines
- Proficiency in another language - this is not essential but could be an advantage

Working Hours:
Ability to work in shifts (from 7am until 4pm, 11am until 8pm or 2pm until 11 pm), with an hour break, but there will be late nights, overnight and weekends too.

**Salary**:
Competitive base salary plus bonus based on performance.

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