Front Office & Concierge Associate – Full Time (JR106209) Manchester, England
Main Tasks
• Offer exceptional guest care at all times
• Manage check-in and check-out processes, offering exceptional experiences to all arriving and departing guests
• Answer the telephone in a professional manner and appropriately action enquiries
• Collaborate with colleagues in other departments to elevate the overall guest experience consistently
• As the first point of contact manage guest complaints calmly and professionally; escalating to the Duty Manager as appropriate
• Maintain expert knowledge of the hotel product and outlets to offer exceptional service to guests
• Upsell room upgrades, breakfast and seasonal offers in adherence with departmental targets
• Follow safety and security protocols to protect guests with particular adherence to Key Security
• Utilise all relevant systems correctly to complete tasks in a timely manner
• Adhere to Company policies, Code of Conduct, procedures and relevant legislation at all times – including, but not limited to, Data Protection and Health and Safety regulations
• Complete any other reasonable request made by a member of the management team or a supervisor
Person Specification
• Genuine passion for delivering memorable moments to guests
• Positive approach to changing service environments and priorities
• Pro-active with a hands-on approach to delivering consistent results
• Embrace the Leonardo Hotels’ Guest Care culture; be empowered to work on your own initiative
• Friendly team player with the ability to work effectively and efficiently with others
• A confident communicator willing to make suggestions for improvements, and open to feedback from colleagues
• Engaged with hotel initiatives to support the local community
Concierge Duites
- Complete a wide range of concierge duties to provide excellent guest service.
- Assist guests with car valet parking and vehicle collection.
- Safely park, retrieve and manoeuvre guests’ vehicles as required.
- Provide a professional and welcoming service to all guests.
- Assist with luggage handling and other guest requests.
- Maintain a high standard of presentation, professionalism and customer service.
Measurable Performance Indicators
• Demonstrating the Company vision, mission and values when interacting with colleagues and guests
• Customer reviews
• Achieving agreed KPIs
• Fulfilment of the job skills checklist
• Customer satisfaction scores e.g. Booking.com
• Regular review meetings with line manager
.
Available Ongoing Learning
• GROW online BELONG induction and development courses
• Academy Technical skills training
• Team Coach
• ‘Come Join Us’ Guest Care training
• Opportunity to apply for internal development programmes, such as:
- Junior Chef Development programme
- Graduate programme
- Level 2 Apprenticeships in Hospitality
NOTE: The learning opportunities listed above are correct at the time of issue and are subject to change. You must speak with your line manager if you are interested in pursuing any training courses or programmes.