Front desk agent Vacatures in The Hague

purpose

The front desk operations specialist will focus on coordination of projects / initiatives coming from the hotels, finding new ways to boost guest satisfaction, documentation of best practices and general support.

Creating a memorable guest experience is at the heart of what we do. The Front Of House (FOH) operations are what the guests see when they arrive : Ambassadors, Mobile App & Kiosks. The rooms operations team consists of several team members that make sure the hotel teams are supported centrally, so that the hotel teams can fully focus on the guest and team experience. Examples of the responsibilities of the operations hotel support team are project management, compliance, guest satisfaction analysis, implementation support and feedback facilitation. The emphasis will be on elevating the guest journey and team experience. This role has a very wide potential and gives the opportunity to explore the broader field of front of house operations. The scope is at a global level, but also for individual hotels when needed.

key responsibilities

• Leading the front desk operations by setting our hotels up with a smooth, efficient and effective front desk operation combining personalized service with our technology. A great arrival experience sets the tone for a great stay at cM!
• Establishing and conducting relevant front of house trainings and support of hotel teams
• Drafting new and reviewing / updating existing FOH processes, standards and procedures as required. Coordinating with the Learning & Development team on the implementation and embedding of these.
• Reviewing guest feedback and from there, initiating, coordinating and supporting initiatives to boost guest satisfaction and guest experience. The goal is minimal impact on hotel teams, optimal impact on guest experience.
• Supporting the launch and process implementations of operational projects.
• Documenting best practices and ensuring these are known with the relevant stakeholders, so we foster cross company learnings.
• Keeping close contact with the area managers, so you are aware of the challenges and opportunities in their respective areas. Sharing this with the relevant stakeholders in the support office. You are a key player in the feedback loop.
• Administrative support, analysis of relevant data, preparing reports as required
• Perform operational front desk audits on site
• Team work with relevant stakeholders

qualifications / skills

what's in it for you?

locations / hours