About this role
Organising team schedules, handling staff issues and authorising vacation annual sick leave.Interviewing, hiring, and training new employees.Evaluating employee performance and providing training and guidance as needed.Managing various department -specific initiatives and ensuring that these are completed within the scope, time and budget.Filling in for absent employees and assisting teams as needed to successfully complete projects.Ensuring that employees follow company policies, as well as health and safety regulations.Ensuring a high and consistent standard of customer service.Applying knowledge of emerging and consistent trends to inform purchase and inventory decisions and solutions.Managing the departmental budget.Monitor and log front office expenses and costs.Preparing monthly management reports on customer feedback, bookings, and cancellations.Updating files and records.Supporting, training, and supervising front office staff, night managers, guest service managers.Ensuring that all customer-related tasks are handled accurately and on time to improve guests' experience.Supporting the Guest Services Managers on handling customer complaints and special requests.Ensure timely and accurate customer service.Troubleshoot emergencies.Ensure front desk is tidy and has all necessary stationery and material (e.g., pens, forms, and informative leaflets).Ensure proper mail distribution.Keep updated records of office expenses and costs.Ensure company’s policies and security requirements are met.Supporting the Guest Services Managers in greeting, communicating with and welcoming guests.Keep updated records of office expenses and costs. Ability to remain productive in a high-pressure environmentThorough knowledge of customer service, office management and basic bookkeeping proceduresProficiency in English (oral and written)Solid knowledge of MS Office, particularly Excel and WordExcellent communication and people skillsGood organizational and multitasking abilitiesProblem-solving skillsGood telephone skillsDiplomacy and communication skills to handle any complaints and emergencies in a level-headed mannerNo fear of decision-makingSense of ownership and pride in your performance and its impact on company’s successCritical thinker and problem-solving skillsTeam playerCustomer-centricKnowledge of Opera, Knowcross and Resaweb sites What's in it for you...
Competitive salary.We are committed to giving our teams great work/life balance. 28 days holidays (inclusive of bank holidays), pension, life insurance and a health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing.Treat yourself once in a while with lots of retail & hospitality perks through our partners.Join an innovative, fast-growing, international group that’s committed to not just building new hotels but building a global brand.The chance to challenge the norm and work in an environment that is both creative and rewarding.