About Company
Searching for a rewarding career where your passion for hospitality truly shines? Career.supersecrets is a dynamic hospitality group with a prominent presence in Durham, County Durham, dedicated to crafting unforgettable guest experiences. We pride ourselves on fostering a supportive and engaging work environment where every team member is valued. Join us and contribute to a culture committed to excellence, innovation, and genuine care for both our guests and our dedicated staff. Your journey in hospitality will find a perfect home here.
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Job Description
Are you an enthusiastic and guest-focused individual with a natural flair for hospitality? Career.supersecrets is seeking a dedicated Front Desk Agent to join our esteemed hotel team in the heart of Durham, County Durham. This pivotal role is the first point of contact for our valued guests, setting the tone for their entire stay. We are looking for someone who thrives in a fast-paced environment, possesses impeccable communication skills, and is committed to delivering outstanding service with a warm, welcoming smile.
As a Front Desk Agent, you will be instrumental in creating an exceptional guest experience from arrival to departure. Your daily tasks will involve managing reservations efficiently, handling check-ins and check-outs seamlessly, and providing comprehensive information about our hotel services and local attractions in Durham. You will serve as a knowledgeable local guide, offering recommendations and directions to ensure guests make the most of their visit to our historic city. Problem-solving skills are crucial, as you will be responsible for addressing guest inquiries, concerns, and special requests promptly and professionally, always aiming for a positive resolution.
This role requires a meticulous approach to administrative duties, including maintaining accurate guest records, processing payments securely, and managing the switchboard with courtesy and efficiency. You will collaborate closely with other hotel departments, such as housekeeping and concierge, to ensure all guest needs are met and operational flow is smooth. Maintaining the cleanliness and presentation of the lobby area is also part of your commitment to creating a welcoming atmosphere. We offer a supportive team environment, opportunities for professional development, and a chance to truly make a difference in our guests’ experiences. If you are passionate about people, possess a keen eye for detail, and are eager to contribute to a vibrant hospitality team, we encourage you to apply.
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Key Responsibilities
- Warmly greet and welcome guests upon arrival, performing efficient check-ins and check-outs.
- Manage room reservations, modifications, and cancellations accurately using the hotel's property management system (PMS).
- Answer phone calls and emails promptly and professionally, directing inquiries to appropriate departments.
- Provide guests with detailed information about hotel facilities, services, and local attractions in Durham.
- Handle guest requests, concerns, and complaints with empathy and efficiency, striving for a positive resolution.
- Process payments, manage cash float, and maintain accurate financial records.
- Maintain a clean, organized, and inviting front desk and lobby area.
- Collaborate with housekeeping, concierge, and other departments to ensure seamless guest service.
- Assist with luggage handling and taxi arrangements when required.
- Perform light administrative duties and contribute to overall hotel operations.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer service orientation and a positive, friendly demeanor.
- Ability to multitask and prioritize in a fast-paced environment.
- Proficiency in basic computer applications (MS Office) and willingness to learn hotel PMS.
- Exceptional problem-solving and decision-making abilities.
- High level of professionalism and attention to detail.
- Ability to work flexible shifts, including evenings, weekends, and holidays.
Preferred Qualifications
- Previous experience in a hotel front desk or customer service role.
- Familiarity with local Durham attractions and points of interest.
- Knowledge of a second language is a plus.
- Experience with a Property Management System (e.g., Opera, Fidelio, Mews).
Perks & Benefits
- Competitive hourly wage with opportunities for growth.
- Comprehensive training and professional development programs.
- Employee discounts on hotel stays and services.
- A supportive and inclusive team-oriented work environment.
- Opportunities for career advancement within our hospitality group.
- Contribution to a dynamic and respected brand in the Durham hospitality sector.
How to Apply
Eager to make a lasting impression on our guests? We invite you to apply by clicking on the application link below. Please ensure your CV is up-to-date and highlights your relevant experience and passion for hospitality.
