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