The 4 star Amba Hotel Marble Arch, located just off Oxford Street and a short walk from the West End and Hyde Park is the latest addition to Amba Hotels. With 692 stylish and spacious bedrooms, the latest technology and 13 meeting rooms, join an exciting and vibrant team to help deliver an excellent guest experience.
The Role
Our Concierge Team Leader 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.
To lead a multi-skilled team of Front of House Team Members within the Concierge Department
Control the activities of the shift team, ensuring that all front of house team members carry out their duties and responsibilities to the standards required. Deputise in the absence of the Head Concierge
Allocate tasks and check results against set standards. Promote team spirit, co-operation and job satisfaction at all times
Ensure that all supervisory tasks are completed in line with standards, check lists and be able to forward plan
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
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 glh. portfolio of hotels.
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
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