Front-Desk Assistant (f/m/x)

Chez Nestor; City of Edinburgh; On-site; GBP 25,000; Full time

Job description

Our Group
Joivy is the first comprehensive residential platform in Europe to offer a wide range of living spaces to its users - coliving, microliving, vacation, student housing, multifamily, and coworking - and to support property owners and investors with a complete range of services to enhance their real estate assets: property management, asset management, and marketing strategy. Joivy counts 450 employees (32yo average age & more than 30 countries of origin), 21 offices across Europe, 50 destinations, and 7 countries (Italy, Spain, France, Portugal, UK, Luxembourg, and Bulgaria).

JOIVY has established a reputation in Edinburgh as a premium rental management company focusing on adopting a hospitality attitude to property management. JOIVY manages over 160 homes for individual owners, 60 for B2B clients, and several apartment hotels. As we continue to grow our portfolio of high-quality serviced apartments, hotels, long-lets, and rural retreats we also look towards our future growth throughout Scotland and maintaining the best possible service to both Guests and Clients.

Purpose of the role
Welcoming guests, checking guests in and out of the hotel, dealing with guest queries, and providing prompt and professional guest service to meet guest needs and ensure guest satisfaction. This role requires active communication with guests mainly in person, in writing, using Joivy’s communication platform, and over the phone. The main priority is to ensure an excellent experience for the guests, aiming to build trust and encourage them to visit again.

Key Responsibilities

1. Ensuring a smooth day-to-day running of our Hotels;
2. Checking the arrivals list daily and highlighting special guest requests if any;
3. Checking that all keys/cards are ready for the arrivals;
4. Checking and counting keys/cards after all guests' departure and reporting if any are missing;
5. Checking rooms are prepared and ready for guests' arrival by working with the housekeeping team;
6. Reporting to the in-house maintenance team any maintenance issues before, during, and after guests' stays;
7. Replying to guests' inquiries and messages;
8. Replying to guests' reviews on various platforms;
9. Conducting room checks to ensure all guest rooms are up to standard and are ready for guest arrival;
10. Regularly checking communal space and ensuring adherence to Health & Safety Policies;
11. Reacting to Fire Alarm activations and responsibilities as Fire Marshall;
12. On occasion, assisting the in-house housekeeping staff with some duties;
13. Providing high-level customer service to all guests that enter our hotels.

Required skills and or qualifications
You have experience in hospitality or customer service; You are a problem-solver and self-driven to provide outstanding customer service; You are fluent in English (C1 level, written and spoken) - additional languages are a plus!

Compensation
£24,600 per annum for 35 hours per week (excluding lunch breaks); 33 days including Bank Holidays; Pension contributions.

Disclaimer: In Joivy we celebrate Diversity, Inclusion, Equity and Belonging. Therefore, the entire selection process will be conducted in compliance with these criteria.
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