Recepcionistas para Aravaca

Job Description

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, including respond to enquiries by
phone, email, and webchat; conduct tours & 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.
 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.

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