Front Office Agent

ABOUT GENERATOR BARCELONA

You'll find Generator Barcelona, hotel and hostel, in the buzzing district of Gracia. The hostel’s just a short walk from Gaudi's iconic Casa Batllo apartments. The interiors showcase a mix of styles and include an oversized wooden birdcage, a winding staircase and a mezzanine chill-out lounge.

Feast on local delicacies in our bar and lounge, which is decked out in ornate Hungarian concrete floor tiles and earthy raw metals and woods, and if you’re looking for a little more luxury, Generator Barcelona also offers terrace rooms and a penthouse apartment in the hotel with mind-blowing panoramic views of one of Europe’s best-looking cities. So much more than just a hostel

**Duties and Responsibilities**

**Customer Service**:

- Provide a warm friendly Generator welcome to all guests and the public.
- Manage reception and the check-in process efficiently providing information on the hostel facilities and events, city knowledge and upselling products where possible.
- The ultimate goal during each shift is to meet and exceed the needs of guests at each interaction.
- Create at every opportunity a positive impression on the customer thus ensuring that they will remember their experience at Generator.
- Respond quickly and efficiently to all customer requests and enquiries, ensuring that you maintain a “can do” attitude at all times.
- Keeping the PRIDE behaviours in mind, ensure focus on the customers and their needs demonstrating belief in the Generator brand and how to WOW the guest.
- Where an opportunity may arise, ensure upselling and cross selling throughout departments.
- Ensure you have a good knowledge of the city such that you are able to give tips and unusual suggestions for guests as to what to visit, where to go and the best way to get there. Show them your city.

**General Duties**:

- Respond quickly and efficiently to all guests when they approach you at reception, communicating in a friendly and polite manner.
- Administer reservations, cancellations and no-shows, in line with company policy, following correct procedures to minimise errors.
- Keep up to date with current promotions and hostel pricing, to provide information to guests on request, while maximising room and ancillary sales opportunities.
- Ensure guests are fully informed of all events in the hostel and provide insider knowledge of the city to guests
- Report any maintenance issues immediately to the Maintenance Department/Duty Manager, including all furniture, fittings and equipment.
- Provide reports, as required, for Housekeepers and Management.
- In case of an emergency, act as one of the first point of contact for guests and the emergency services where required.
- Maintain personal knowledge by completing in-house training and workbooks.
- Adhere to all company policies and procedures and licensing laws.
- Carry out instructions given by the Management team, Duty Managers and Supervisors.
- Respond to all customer issues/complaints in a caring and empathetic manner by listening and showing care and by giving undivided attention, following the issue through to conclusion.
- Deal with any issues/complaints that are brought to your attention immediately, either dealing with them yourself or calling a Supervisor/Manager/Duty Manager when required, ensuring that the best possible solution has been chosen.
- Provide assistance to the Reservations team by answering telephone enquiries and taking telephone reservations as required by business demands and at the manager’s discretion.
- Take walk-in reservations and stay over requests in line with the guidelines set out in the daily briefing between the revenue manager/supervisor/shift leader.
- Provide assistance to the Travel Shop team when needed, including the replacement of Travel Shop Attendants in case of sick leave or in any other cases when additional personnel in the Travel Shop desk is needed.
- Ensure that high standards of work are being achieved, thereby maximising sales, revenue and customer satisfaction, measurable by internal and external guest ratings.
- Encourage guests to use online review sites to give feedback on their stay e.g. TripAdvisor and Facebook
- Assist in keeping the hostel reception area clean and tidy at all times.
- Upsell to premium rooms, plus ancillary services (such as tours and tickets) and items such as padlocks, towels and Generator merchandise.
- Be proficient and accurate in the use Mews, keeping up to date with changes at all times.
- Use Generator approved social media channels to market the hostel.
- Assist and support the food and beverage department (bar and café) in the sales of all the products and services with a particular attention to the promotion of the events

**Policies & Procedures**:

- Ensure compliance with all company policies including fire training, health & safety and manual handling.
- To report any accidents or incidents to the manager on duty
- Responsible for the running of