Administrative Assistant
hace 1 mes
Job Summary
The Administrator is a key member of the Nido Living team, responsible for the day-to-day administrative and reception operations of the hotel. This role will be the primary contact for all guests, contractors, suppliers, agencies, and other stakeholders working within the building, upholding and demonstrating Nido's high brand and customer service standards.
Key Responsibilities
• Promote a 'guest first' culture and ensure their expectations are met.
• Manage the office and reception, ensuring a high customer service level and adherence to the agreed service level agreement.
• 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.
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