Job Description

Ensures a high standard of service is delivered to all guests & visitors received in compliance with the company vision, values, brand standards, policies and procedures. Leads by example to develop strong guest relationships with repeat or long stay guests, actively seeking sales leads, promoting book direct, and encouraging guests to complete hotel reviews and increase name mentions. Responsible for all first level escalations and make decisions in line with the role scope or escalates accordingly. Ensures the safety of all guests and manages emergency responses as required in line with company policies and procedures. Ensures team compliance on delivery of all reception policies, procedures, & standards including: o Answering calls, Check in / out, guest allocations, registrations, reservations & cancellations are completed & correspond with reservation & billing systems o Completion of shift check lists o Cash/credit payments and closing transactions o Filing, and/or document handling o Internal communication standards Accurately verifies all cashier closures at the end of shift for billing Supports with coordinating team shift schedules as required Preparation of shifts and daily, weekly, & monthly reports as required. Immediately raises inconsistencies in procedures, practices or systems to the OM Supports the use of the "good night Guarantee" as per Premier Inn standards Ensures the team are up to date & communicates details on promotions, room prices, activities, & events in the surrounding area to provide accurate information to guests. Monitors online guest feedback & explores options for improvement ensuring approvals to change policies and procedures are obtained where required. Conducts 10@10, shift briefings & shift handovers Monitors & ensures individual & team KPI's, objectives, development plans or training requirements are delivered or completed Provides coaching, training & development to the team in line with objectives on a daily basis & through 1:1 meetings. Supports the Operations Manager with feedback in relation to the team's performance reviews and development potential of team members for succession. Adheres to & ensures the safety of the team, managing emergency response as required in line with company policies and procedures. Prioritises the needs of internal & external customers, & encourages others to go the 'extra mile' Commitment to understanding the needs of others Promotes a clear vision of 'excellence' in customer service, generating a range of methods to motivate others to meet high standards Communicates effectively to a range of levels, & actively seeks feedback to improve performance When makes or notices a mistake, knows it's ok to talk about it Shares our customers concern for the environment & our communities Consistently exceeds goals & stretches targets Actively seeks opportunities to collaborate with others to improve ways of working, cross-functionally Appropriately & effectively challenges the status quo despite potential opposition Job Types: Full-time, Permanent Salary: AED2,450.00 - AED2,800.00 per month Experience:

• Hotel Reception: 2 years (Required)