Okura Service Specialist - Front Office Department

Hotel Okura Amsterdam; Amsterdam; On-site; EUR 27,000 - 37,000; Full time

Benefits offered by this job

8% holiday allowance

25 vacation days per year

Staff discounts on overnight stays

Job summary

Hotel Okura Amsterdam is seeking a Guest Service Specialist to ensure exceptional service for all guests. The role covers front desk tasks, information provision, and interdepartmental communication in a fast-paced environment.

Requirements include customer service experience, strong English communication, and basic computer skills. Opera PMS or HotSOS experience is a plus; five days a week, with 7.6 hours daily, and holiday availability.

Qualifications

• Experienced customer service professional.
• Ability to work in a high-paced and dynamic operation and handle multiple tasks.
• Refined verbal and written communication skills in English.
• Proficient in basic computer skills.
• Knowledge of Opera PMS and HotSOS is an advantage.

Responsibilities

• Welcome guests at the Front Office and assist with check-in and check-out.
• Provide information and service, guide guests to their rooms.
• Handle guest payments and communicate with other departments.
• Document guest requests, complaints, or problems and notify appropriate personnel.
• Attend shift briefings and monthly departmental meetings.

Skills

Customer service

Multitasking

Verbal communication

Written communication

Basic computer skills

English

Tools

Opera PMS

HotSOS

Job description

About the Role

Hotel Okura Amsterdam is an international 5‑star hotel blending Japanese and Dutch culture to create a unique guest experience. We are looking for an enthusiastic Guest Service Specialist who works well at any time of day and ensures exceptional service for all guests.

What Can You Expect

The Front Office team welcomes guests, manages check‑in and check‑out procedures, offers information and service, guides guests to their rooms, and handles guest payments.

Skills

As a Guest Service Specialist you will provide interdepartmental communication and telephone/message service in a professional, prompt, and friendly manner to both guests and colleagues. You should have good typing skills, a pleasant attitude, and excellent phone demeanor. Your mission is to deliver the highest level of customer‑focused service, ensuring guests experience beyond their expectations and in line with Okura standards.

• Handle incoming and outgoing calls and messages attentively, courteously, and efficiently, according to standard operating procedures.
• Maintain complete knowledge of all hotel features, services, operating hours, outlets, restaurants, food concepts, dress code, and ambiance.
• Maintain contact with guests, handling requests, inquiries, and complaints to ensure high standards.
• Document all guest requests, complaints or problems immediately and notify the designated department or personnel for resolution. Follow up with a courtesy call after all requests.
• Attend shift briefings and monthly departmental meetings.

You will work five days per week, 7.6 hours a day, and are also available to work on holidays.

What do we offer

• Contract: 1 year with the possibility of extension.
• Salary: Group 5 (see salary scale).
• Bonus: One week salary when the hotel reaches the budgeted GOP (Gross Operating Profit) level and you achieve a minimum total score in your year‑end evaluation.
• 8% holiday allowance (pro‑rata).
• 25 vacation days per year (pro‑rata).
• Compensation for national holidays.
• Horeca CAO applies.
• General pension scheme of Hospitality and Catering.
• General survivors pension.
• Attractive family and friends rates on overnight stays at Hotel Okura Amsterdam.
• Once a year staff discount in one of the restaurants (50%).
• Staff discount in restaurants (20%).
• Contribution to travel expenses from 10 km (one way).
• After the probationary period, an overnight stay with breakfast (2 people) is offered as a gift to experience the hotel as a guest.

What are we asking

• Experienced customer service professional.
• Ability to work in a high‑pace and dynamic operation and handle multiple tasks simultaneously.
• Refined verbal and written communication skills in English (other languages are an advantage).
• Proficient in basic computer skills.
• Knowledge of the Opera PMS and HotSOS system is an advantage.