Hotel Concierge - Norwich, United Kingdom - Number 82 The Unthank

Description

We're looking for an enthusiastic, self motivated individual, ideally with experience within the

hospitality or property management sectors, that is able to work on their own within the

concierge desk of Number 82 The Unthank.

The role is based in Norwich on Unthank Road and provides a strong and rewarding challenge

in an efficient and diligent manner resulting in occupancy rates above the average of 70%. The

companies on a daily basis whilst promoting the business to local corporates via outbound and

digital marketing. Multi-tasking and customer care skills are essential to succeed within this role.

must display an ability to be proactive and organised with a willingness to use initiative whilst

implementing the directives of the management.

language (both written and spoken). Experience with using CRM systems would be a bonus as

register bookings, maintenance issues, cleaners and launderettes.

Job Duties & Responsibilities

• Manage bookings, maintenance, cleaners and laundry using digital property

management system and outbound phone calls.

• Acting as a first point of contact; dealing with correspondence, phone calls, enquiries

and handling them when appropriate.

• Review rooms on booking engines to make sure information is correct and current.
• Answering all calls, leads and new enquiries in a professional and timely manner.
• Follow up leads in order to convert into bookings.
• Check payments and deposits received in full in advance of the guest's stay. Contact

guests upon booking to confirm requirements and advise on things to do when in the

area.

• Arrange weekly shops for guests and ensure orders are stacked in kitchens before guest

arrival.

• Arrange newspapers, flowers, wine, chocolates and inroom chefs upon guest booking

request.

• Greet guests with a fivestar service and assist queries in a friendly, knowledgeable and

professional manner.

• Maintain excellent customer care, and front of house standards at all times.
• Maintain, develop and exceed customer satisfaction and expectation.
• Initiate and maintain a rapport with a customer.
• Deal with customer complaints or seek assistance where required.
• Compile and produce performance reports to Operations Manager.
• Coordinate with the answering service company for out of hours.
• Suggest booking incentive ideas to Operations Manager.
• Research and contact corporate companies looking for short term accommodation for

visitors and staff.

• Regularly promote room bookings to local corporate companies via outbound phone
• Post daily updates on company social media channels.
• Offer corporate booking discounts to new corporate contracts.
• Coordinate with channel providers.
• Coordinate maintenance issues with the property maintenance team in order to resolve

guest issues.

• Input data into property management system.
• Implementing and maintaining procedures / administrative systems.
• Liaising with internal and outsourced staff, suppliers, councils, utility providers,

contractors and guests.

• Support and maintain health, safety and security procedures in the workplace.
• Assist with safe working procedures for equipment.
• Help monitor the environmental requirements against health & safety policies: for

example risk assessments, fire procedures etc.


Requirements:

This position is a full-time position within the company with office hours 08:30 to 16:30, Monday to Friday with half an hour unpaid for lunch.

Expected to work some weekends to cover annual leave of weekend concierge.

Key skills

• Previous hospitality, property management or front office experience is essential.
• Discretion and trustworthiness; you will often be party to confidential information.
• Proven working knowledge of a winning customer service experience.
• Contribute to effective working relationships.
• Flexibility and adaptability.
• Excellent communication skills and telephone manner.
• Able to plan, organise and multitask.
• Experience in using cloudbased customer relationship and operating systems.
• Ability to prioritise and meet multiple deadlines.
• Excellent analytical, interpersonal communication and writing skills.
• Good oral and written communication skills.
• The ability to be proactive and take the initiative.
• Tact and diplomacy.

- motivated and possess a deep intellectual curiosity and desire to learn in a fast-paced

environment.

• A knowledge of standard software packages and the ability to learn companyspecific

software, as and when required.

• Confident and strong character, with a 'can do' attitude.

Job Types:
Full-time, Permanent


Salary:
£23,000.00 per year


Benefits:

• Onsite gym
• Onsite parking

Schedule:

• Day shift
• Monday to Friday

Experience:

Customer Service: 1 year (required)


Work Location:
In person

Expected start date: 18/03/2024