House Host

Locke Hotels; City of Edinburgh; On-site; GBP 20,000 - 28,000; Full time

Job summary

A renowned hotel brand is seeking a dedicated reception team member to enhance guest experiences in the City of Edinburgh. You will play a crucial role in greeting guests, managing reservations, and providing exceptional service. The ideal candidate will possess strong organizational and customer service skills, contributing positively to the Locke brand.

Qualifications

• Experience in a customer-facing role is essential.
• Natural influencing skills and strong decision-making are required.
• Strong grasp of spoken and written English is needed.

Responsibilities

• Create exceptional experiences that encourage guests to return.
• Manage reservations and guest inquiries through various channels.
• Identify upselling opportunities for revenue growth.

Skills

Customer-facing experience

Intuitive customer service

Sales ability

Attention to detail

IT confidence

Tools

Microsoft Office

Job description

The role...

Are you a natural host? A people person with next-level organisational skills? Do you get a kick from creating a seamless, welcoming experience? Reporting to the Assistant General Manager, you’ll be a key member of the reception team and the face of the Locke brand. It’ll be up to you to make our guests feel at home from the minute they arrive, until the minute they leave (if they can bring themselves to do that…).

What it looks like...

• Creating tell-your-mates experiences that makes guests want to keep coming back
• Being an authority on local goings-on and inspiring guests with new ideas
• Being a friendly face and go-to person for guests, contractors and visitors
• Managing reservations and queries online, by email, on the phone and in person with a can-do attitude
• Being empowered to use your initiative when dealing with guest complaints or operational challenges
• Being an active member of the team in meetings and development sessions
• Supporting the management team in ensuring our apartments stay looking fresh
• Liaising with contractors and suppliers
• Being happy working both on your own and as part of a team
• Taking payments and reconciling the books at the end of the day
• Actively looking for opportunities to grow revenue and occupancy
• Identifying upselling opportunities
  
  

What you will need..

• Experience in a customer-facing role
• Intuitive customer service
• Natural influencing skills with a knack for managing expectations
• Proven sales ability
• Reliable decision-making
• Confidence to act quickly and take smart risks based on insight
• Strong grasp of spoken and written English
• Impeccable attention to detail
• Confidence using IT systems and software (including Microsoft Office)