Job Description:
To deliver an exceptional, seamless guest service experience and creating memorable personalization at every opportunity; building meaningful relationships with our guests throughout their stay securing their future loyalty.
You Will Be Accountable For:
- Passionately and expertly creating a 5 star luxury guest experience, characterized by flawless efficiency and authentic emotional connection
- Taking ownership of any guest request which comes your way seeing it through until completion
- Maximizing internal communication networks, adapting to new working methods and supporting all key players to ensure a smooth guest journey
Your Key Responsibilities & Contribution Will Be:
- Devise guest itineraries, making bookings and reservations while providing relevant recommendations to surprise and delight
- Confidently undertake all elements of the front desk operation including arrivals, check out and billing
- Process all financial transactions with accuracy
- Provide in room/suite services butler services, special/VIP room set ups, amenities, deliveries to rooms
- Drive revenue through upselling and cross selling.
- Communicate clearly with other teams and through RSM to ensure efficient service for our guests
- Seek opportunities to surprise and delight our guests
- Meet all service standards in every guest interaction
- Ensure that deliveries for guests and colleagues are correctly recorded and delivered
- Ensure the front hall is covered at all times and provides a warm welcome for all guests
- Promote and nurture positive relationships in the local area strengthening our position in the marketplace
- Pay keen attention to guest preferences and update profiles accordingly
- Cover the night shift including assistance with preparation of the night audit
Qualifications
What you will need to do this role:
- 1 - 3 years experience in a luxury hospitality environment
- Excellent customer service skills
- Excellent communication skills, both spoken and written with the ability to communicate effectively with people of all levels
- Enthusiastic and positive personality with the ability to build trusting relationships
- Ability to multi task and problem solve in a fast paced environment
- Keen eye for detail
- Previous experience of guest complaint handling and going the extra mile to meet guest needs
- Flexibility to work different shifts including night shifts
- Knowledge of OPERA PMS