Key responsibilities
- Operational Ownership I will ensure smooth and efficient operations by:
- Supporting the hotel in driving a guest-centric culture by creating awareness and understanding among all colleagues of the importance of the guest experience.
- Managing guest communications (phone, email, online) with warmth and professionalism.
- Handling pre-arrival communication and addressing concerns promptly.
- Coordinating guest requests with relevant departments.
- Maintaining detailed records of guest interactions and preferences.
- Proactively assisting with pre-arrival arrangements and post-departure follow-ups.
- Providing up-to-date information on hotel events and forwarding requests to other departments when requested.
- Ensuring no inquiries are missed by monitoring communication channels.
- Collaborating with departments (Housekeeping, SPA, Maintenance, F&B) to enhance guest experiences.
- Performing additional duties as assigned by senior leadership.
- Personalizing interactions and anticipating guest preferences.
- Sharing knowledge of resort services, amenities, and local attractions to enhance the guest experience.
- Handling guest feedback promptly, ensuring resolution and turning issues into positive outcomes.
- Collaborating with the local community to offer curated activities and tours highlighting Mallorca.
- Anticipating guest needs and offering recommendations, ensuring satisfaction.
- Supporting upselling and cross-selling initiatives to maximize room revenue, using in-depth knowledge of room categories and features.
- Managing resources efficiently to balance service excellence with cost-effectiveness.
- Ensure the communication of the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy.
- Strictly adhering to cashier procedures, maintaining accurate reports and a balanced bank assigned by the resort.
- Providing necessary information to Finance and Management teams during unannounced cashier audits.
- Staying informed about packages, promotions, and discounts related to guest accounts, reservations, and other relevant matters.
- Analyzing guest feedback and operational data to identify areas for revenue growth. People Management SupportAs a team member, I will contribute to a collaborative and positive work environment by:
- Participating in training sessions to enhance skills and service standards.
- Supporting colleagues in achieving team goals and delivering exceptional service.
- Actively contributing to a culture of respect, teamwork, and shared success.
I am committed to upholding Aethos quality standards by:
Financial PerformanceI will contribute to the financial success of the Front Office team by:
Skills and Qualifications
- Previous experience in a similar role within luxury hospitality, with a strong focus on guest communications.
- Proficiency in hotel management systems (e.g; HUBos, MEWS), communication tools and MS Office.
- Exceptional communication and interpersonal skills in English and Spanish; additional languages are an advantage.
- A proactive, enthusiastic, and solution-oriented mindset with an eye for detail and a can-do attitude who looks for opportunities to improve their performance.
- Exhibit impeccable telephone etiquette while adapting communication style to make guests feel comfortable and valued.
- Strong organizational and multitasking abilities to manage multiple guest requests effectively.
Additional Requirements
- Flexibility in scheduling, including night shifts, weekends, and holidays, with the ability to work under pressure in a dynamic hotel environment.
- Physical requirements include standing and walking for extended periods.