Empresas: Nido Living The Recepcionits is responsible for the day to day administrative and 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: (included but not limited) - 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. - 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. - 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. - Implement and ensure that Nido Standard Operating Procedures are adhered to by on-site staff and guests. - When covering nights shifts, perform end-of-day accounting duties, prepare financial reports for management review and reconcile daily financial activities, correcting discrepancies when necessary. - 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. - Ensure that reporting and monitoring structures are in place to identify accidents, incidents, behaviour, and activities which may be detrimental to Nido and its reputation and promptly instigate corrective plans. - Assist with management of any partnership contracts and ensure compliance with service level agreements. -Assist the General Manager with budget management, occupancy commitments and cost plans -Assist in the implementation of cost management measures Requisitos : - Excellent written and verbal communication skills - Ability to speak and write fluently in English would be desirable - 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
