Descrição da Função

We are seeking Front Office Executives to be the first point of contact for our guests and to deliver a warm, professional, and personalised welcome. The role is responsible for managing arrivals and departures, handling guest enquiries, and ensuring a seamless experience throughout the guest journey.

 

The ideal candidate has excellent communication skills, strong attention to detail, and a genuine passion for delivering exceptional hospitality within a luxury environment.

Duties & Responsibilities 

• Welcomes guests with a warm, polished, and professional demeanour, consistently reflecting the standards of luxury hospitality..
• Delivers personalised and attentive service, anticipating and responding to individual guest needs and preferences.
• Handles guest enquiries, concerns, and special requests promptly, discreetly, and professionally.
• Manages guest arrivals and departures efficiently, ensuring a smooth process in line with established standard operating procedures.
• Conducts guest registration accurately, verifying reservations and personal details with attention to detail.
• Processes payments and issues invoices with a high level of accuracy and as in line with established procedures.
• Provides knowledgeable recommendations on hotel facilities, services, and local attractions.
• Assists guests with travel arrangements, restaurant reservations, and bespoke requests.
• Supports the Guest Experience department as required to ensure service continuity.
• Coordinates closely with internal departments to deliver a seamless and consistent guest experience.
• Acts as a central point of communication between guests, hotel departments, and external partners.
• Communicates important guest-related information clearly and in a timely manner to relevant teams.
• Manages telephone calls, emails, and messages efficiently, maintaining a professional tone at all times.
• Ensures the lobby area remains welcoming, presentable, and well maintained, including supporting lobby bar operations where required.
• Assists with administrative tasks, including report preparation, updating guest profiles, and managing hotel and restaurant reservations.
• Actively promotes hotel amenities, services, and special offers to enhance the guest experience and maximise revenue.
• Identifies and capitalises on opportunities for room upgrades and additional services.
• Adherence to Forbes, brand, and service quality standards at all times.
• Maintains organised and accurate records and files in line with company standards.
• Undertakes Night Auditor duties when working night shifts
• Carries out other job-related duties as assigned in support of hotel operations.

Perfil do Candidato

• A minimum of 2 years' experience in a similar role, preferably within a luxury hotel or high-end hospitality environment.
• Excellent communication skills, with fluency in spoken and written English. Proficiency in other languages will be considered an advantage.  
• Proficient in using computer systems and Microsoft Office suite. A working knowledge of Opera (PMS) is considered an asset.
• Impeccable grooming and presentation with a strong focus on attention to detail.
• Exceptional interpersonal skills with the ability to build rapport with guests and colleagues alike.
• Outstanding problem-solving skills and ability to handle challenging situations with composure.
• Strong organisational skills with an ability to multitask effectively.
• A commitment to delivering a high level of guest service.

Contacto

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