What You'll Do
1. Manage all guest arrivals and lobby hosting for a seamless arrival experience
2. Provide assistance and support for Reception and Switchboard teams, including complaint handling, feedback management, standards & client service delivery
3. Rotate across locations as required and oversee the day-to-day functions
4. Co‐ordinate same day catering, audio visual and equipment requirements requested by the client
5. Manage MRBS – assisting with booking same day reservations, cancellations and/or amendments to bookings as per the client's requests
6. Support the Guest Relations Executive with providing feedback for Senior Associate and Associate performance reviews and ensuring set objectives are being met by the team
7. Management of workspace, ensure operational standards are maintained & improved
8. Assist the Guest Relations Executives with administrative duties or project work as required and recruitment if necessary
9. Provide the necessary leadership support in the absence of the Guest Relations Executive/Manager for Reports/BCP Auditing etc.
10. Provide all client feedback to the Guest Relations Executive in a timely manner; where appropriate, address any client issues or concerns
What You'll Need
11. Charismatic and empathetic individual who embodies the values of the company
12. Approachable, genuine and skilled in fostering positive relationships with stakeholders at all levels
13. Intermediate to Advanced Microsoft Excel, Word, SharePoint and Microsoft Office Outlook skills
14. Dedicated to exceptional customer service and has a customer‐centric approach to all tasks
15. Previous room booking, concierge, reception and/or coordination experience in a corporate reception, five‐star hotel or premium services environment is highly regarded
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