Empresas: Nido LivingPURPOSE OF THE ROLE The Night Administrator is responsible for the night reception operations of the hotel. The role will be the primary contact for all guests, contractors, suppliers, agencies, and other stakeholders working within the building and is expected to uphold and demonstrate Nido's high brand and customer service standards. KEY RESPONSIBILITIES (include but are not limited to): Operations • Promote a 'guest first' culture and ensure their expectations are met. • Take responsibility for management of the office and reception. • Ensure that the customer service level of the reception team remains high, and the agreed service level agreement is followed. • Provide a personalize service by keeping updated on local events, festivals, and new attractions to provide guests with current and relevant information. • Assist with the marketing of the hotel, working with the central Marketing team to ensure the relevant strategy goals are delivered at residence level. • Manage the sales process at the hotel, including respond to enquiries by phone, email, and webchat; conduct tours & hotel viewings; monitor room availability; contact prospective new clients and maximise conversion rates to ensure the agreed occupancy level is met at all times. • Manage and communicate room cleans and reactive maintenance works. • Assist the Systems team with the management of the property management system, ensuring all data entered by the team is correct and viable. • Provide out of hours support to the hotel as required, to ensure that issues are escalated according to procedure. • Deliver on customer satisfaction targets. • Address and resolve complaints promptly and effectively, following hotel policies and procedures. Escalate them when necessary to the management team. • Assist with supervision of on-site maintenance operations including planned preventative and reactive maintenance. • Assist with supervision of housekeeping operations to ensure that the site always remains presentable. • Implement and ensure that Nido Standard Operating Procedures are adhered to by on-site staff and guests. • Perform all the night reception tasks and duties. Compliance • Assist with health and safety standards of the hotel to ensure they are adhered to, and the team are trained and up to date with changing responsibilities, legislation and obligations. • Ensure compliance with all agreements and contracts in delivery to guests, suppliers, and stakeholders. Requisitos : PERSON SPECIFICATION: • Excellent written and verbal communication skills • Ability to speak and write fluently in English • Ability to plan and prioritise • Strong attention to detail • Positive and enthusiastic attitude • Passionate about creating a customer-focused environment for residents • Professional and friendly demeanour • Flexible and adaptable • Proactive nature and ability to work on own initiative • Ability to work in a fast-paced environment • Excellent customer relationship skills
