Hotel Receptionist – Concierge | SiR Joan Ibiza

Job description

We are looking for a Receptionist – Concierge to welcome as the ‘face’ of our company and ensure visitors receive a heartwarming greeting. You will also coordinate all front desk activities, including calls, reservations and guests’ services. Receptionist – Concierge ensure and provide flawless, upscale, professional and high class guest service experiences; analysing customer feedback and providing strategic direction to continuously improve overall rating. He or she will respond to guests’ needs and anticipating their unstated ones


The Receptionist – Concierge responsibilities include combining a pleasant personality with a dynamic professional attitude to thrive the reception tasks as bookings, luggage collection, storage and check-in/check-out processes. Our ideal candidates have a flair for communication, with the ability to resolve issues in a timely and accurate manner. To be successful in this role, you should be able to manage various tasks on a daily basis to ensure great follow-up of the reception procedures. Keep in mind that the Receptionist - Concierge position requires working in shifts on bank holidays, weekends or evenings.


Ultimately, you’ll ensure our building is safe, clean and inviting.


Responsibilities

  • Ensure front desk is tidy and has all necessary stationery and material (e.g. pens, forms and informative leaflets).
  • Make the check-in and check-out for our guests.
  • Ensure timely and accurate customer service.
  • Handle complaints and specific customers’ requests.
  • Problem-solving guests emergencies.
  • Ensure company’s policies and security requirements are met.
  • Provide upscale guest service experiences for clients throughout their stay.
  • Ensure clients are properly greeted upon their arrival, during their stay and after their departure.
  • Coordinate luggage collection and storage.
  • Promptly address guests’ requests, like in-room dining.
  • Actively listen to and resolve complaints.
  • Ensure special guests, like disabled people, elderly, children and VIPs, receive personalised services.
  • Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns.
  • Inform clients of our hotel services, including breakfast and dining options.
  • Promote all hotel amenities, conveniences and programs offered.
  • Ensure the comply of the services with all standards and operating procedures.
  • Communicate with Housekeepers, Maintenance and Restaurants Departments to provide an overall comfortable guest experience.
  • Analyse customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings.
  • Recommend local tourist spots, including places to dine, shop and sight-see.
  • Coordinate and book the guests’ request reservations in outsourcing services.
  • Establish professional friendly relationships with hotel clients.

Job requirements

  • Proven work experience as a Receptionist – Concierge or similar role.
  • Hands on experience with office machines (e.g. PMS, TPV, dataphone and printers).
  • Detailed knowledge of customer service, and basic bookkeeping procedures.
  • Solid knowledge of MS Office, particularly Excel and Word.
  • Excellent communication and people skills.
  • Good organizational and multitasking abilities
  • Customer service drive with outstanding communication and active listening skills.
  • Excellent problem-solving and multitasking skills.
  • Leadership skills along with the ability to motivate a team into high performance.
  • Ability to work flexible hours.
  • Strong sense of responsibility and a professional presentation.
  • BSc degree in Hospitality Management, Tourism, Business Administration or relevant field.
  • Business Hospitality degree is a plus.
  • Required Proficiency in English (oral and written).
  • Valuable knowledge and communication in foreign languages.


Attitudes and behaviors related to SIR: Passionate. Authentic. Connected. Creative