Senior Administrator

hace 1 semana

Madrid, Madrid, España Nido Living A tiempo completo
Job Title: Senior Administrator

Nido Living is seeking a highly skilled and experienced Senior Administrator to join our team. As a key member of our reception team, you will be responsible for ensuring the smooth day-to-day operations of our office and reception area.

Key Responsibilities:
  • Promote a 'guest first' culture and ensure their expectations are met.
  • Take responsibility for management of the office and reception.
  • Ensure that the customer service level of the reception team remains high, and the agreed service level agreement is followed.
  • Provide a personalized service by keeping updated on local events, festivals, and new attractions to provide guests with current and relevant information.
  • Assist with the marketing of the hotel, working with the central Marketing team to ensure the relevant strategy goals are delivered at residence level.
  • Manage the sales process at the hotel, including responding to enquiries by phone, email, and webchat; conducting tours & hotel viewings; monitoring room availability; contacting prospective new clients and maximizing conversion rates to ensure the agreed occupancy level is met at all times.
  • Manage and communicate room cleans and reactive maintenance works.
  • Assist the Systems team with the management of the property management system, ensuring all data entered by the team is correct and viable.
  • Provide out of hours support to the hotel as required, to ensure that issues are escalated according to procedure.
  • Deliver on customer satisfaction targets.
  • Address and resolve complaints promptly and effectively, following hotel policies and procedures. Escalate them when necessary to the management team.
  • Assist with supervision of on-site maintenance operations including planned preventative and reactive maintenance.
  • Assist with supervision of housekeeping operations to ensure that the site always remains presentable.
  • Implement and ensure that Nido Standard Operating Procedures are adhered to by on-site staff and guests.
  • Perform one to one meeting with the reception team members, managing their performance and providing support for their development.
  • Train new starters according to the Nido operation standards
Requirements:
  • Excellent written and verbal communication skills
  • Ability to speak and write fluently in English
  • Leadership skills
  • Ability to plan and prioritize
  • Strong attention to detail
  • Positive and enthusiastic attitude
  • Passionate about creating a customer-focused environment for residents
  • Professional and friendly demeanor
  • Flexible and adaptable
  • Proactive nature and ability to work on own initiative
  • Ability to work in a fast-paced environment
  • Excellent customer relationship skills

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