Front of House Team Member

Permanent
39 hours per week

The Cumberland

The Cumberland Hotel is a 4-star deluxe hotel in the West End of London, just off Oxford Street. The hotel offers a combination of contemporary design throughout 1019 bedrooms, as well as meeting rooms and the modern Brasserie restaurant. The hotel also has its own destination Momentus bar, as well as a dedicated conference centre.

The Role

Our Front of House Team Member is an essential point of contact for all of our guests, they will always deliver a warm welcome, ensuring guests receive a quick, efficient and professional service. The Front of House team make that all- important first impression. Taking the opportunity to really get to know the guest and anticipate their needs, they are always ready to go the extra mile for our guests.

JOB RESPONSIBILITIES / MAIN DUTIES

  • Acting as a point of contact for guests, dealing with any queries both in person and on the phone
  • Conducts a friendly and efficient check in and check out
  • Ensures any arrivals requests are communicated to the relevant person and carried out
  • Maintains guest profiles in the Hotel Property Management System, ensuring information is up-to-date and accurate
  • Gets to know regular guests and takes steps to personalise guest stay to build guest loyalty
  • Promotes upgrades and upsells hotel products and services where appropriate to drive revenue
  • Has full knowledge of hotel facilities and services as well as those in the local area
  • Makes arrangements for early arrivals and room moves as required
  • Monitors the Reception inbox and replies to emails from guests, colleagues and third party suppliers
  • Carries out handover at start and end of shift with Housekeeping and other relevant departments
  • Carries out general administrative tasks including, but not limited to; Advance purchase bookings; City Ledgers; Checking rates and reservations; checking backups for bookings; Room allocations; Running credit limit reports; VIP rooms and specific requests

What we look for

PERSON SPECIFICATION

  • Highly Guest Focussed with a passion for great service and a drive for guest satisfaction
  • Comfortable in a front line role facing the public
  • Empathetic and able to build relationships
  • An open personality who is relaxed and natural in their interactions
  • Accurate with good attention to detail
  • Able to create a positive first impression and be an ambassador for the brand and glh
  • Excellent communication skills
  • Total commitment to customer service
  • High standards of grooming
  • Experience in a similar role is desirable but not essential as full training will be given
  • Ability to multi-task

What's in it for you?

  • Competitive starting salary and Holiday entitlement
  • Discounted hotel rates for yourself and your family across the Guoman and Thistle group
  • A huge range of online benefits which allows you to claim discounts and cash back with thousands of different retailers and service providers
  • The opportunity to work within an organisation committed to personal and career development
  • Pension and Healthcare schemes
  • Uniform (where applicable) and meals on duty