Number 10 The Abbey is a serviced accommodation brand operating in the hospitality sector. It provides accommodation to business travelers and tourists looking to stay in the Wymondham area of Norfolk, located off the A11.
Number 10 The Abbey is a brand of Estateducation, a vibrant and fast paced property investment, development and construction company that loves to be different by sparking innovation. It's not your average run of the mill company; it's forward thinking, diligent and loves everything property.
We’re looking for an enthusiastic, self motivated individual, ideally with experience within the hospitality or property management sectors, that is able to work on their own within the concierge desk of Number 10 The Abbey.
The role is based in Wymondham and provides a strong and rewarding challenge to the successful candidate. The candidate will be report to the Head of Concierge and coordinate with our cleaners, launderettes and maintenance companies whilst promoting the business to local corporates via outbound and digital marketing. Multi-tasking and customer care skills are essential to succeed within this role.
The role reports directly to the Head of Concierge so the successful candidate must display an ability to be proactive and organised with a willingness to use initiative whilst implementing the directives of the manager.
The candidate will be friendly, eloquent and polite with an excellent grasp of the English language (both written and spoken). Experience with using CRM systems would be a bonus as the candidate will be using the company’s digital property management system in order to register bookings, maintenance issues, cleaners and launderettes.
Manage bookings, maintenance, cleaners and laundry using digital property management system and outbound phone calls.
Acting as a first point of contact; dealing with correspondence, phone calls, enquiries and handling them when appropriate.
Review rooms on booking engines to make sure information correct and current.
Answering all calls, leads and new enquiries in a professional and timely manner.
Manage email enquiries and replies.
Follow up leads in order to convert into bookings.
Check payments and deposits received in full in advance of guest’s stay.
Contact guests upon booking to confirm requirements and advise on things to do when in the area.
Arrange weekly shops for guests and ensure orders stacked in kitchens before guest arrival.
Arrange newspapers, flowers, wine, chocolates and in-room chefs upon guest booking request.
Greet guests with a five-star service and assist queries in a friendly, knowledgeable and professional manner.
Maintain excellent customer care, and front of house standards at all times.
Maintain, develop and exceed customer satisfaction and expectation.
Initiate and maintain a rapport with a customer.
Deal with customer complaints or seek assistance where required.
Assisting with company email filing, post and general correspondence.
Compile and produce performance reports to the Head Concierge.
Coordinate with answering service company for out of hours.
Suggest booking incentive ideas to the Head Concierge.
Research and contact corporate companies looking for short term accommodation for visitors and staff.
Regularly promote room bookings to local corporate companies via outbound phone calls and email campaigns.
Offer corporate booking discounts to new corporate contracts.
Coordinate with online travel agents.
Coordinate maintenance issues with property maintenance team in order to resolve guest issues.
Input data into property management system.
Maintaining procedures / administrative systems.
Liaising with internal and outsourced staff, suppliers, councils, utility providers, contractors and guests.
Support and maintain health, safety and security procedures in the workplace. Assist with safe working procedures for equipment.
Help monitor the environmental requirements against health & safety policies: for example risk assessments, fire procedures etc.
The position is full time working within a two week shift pattern which includes working alternate weekends and would include bank holidays if they fall due on a normal shift day, with a day off in lieu of bank holiday being taken at another agreed time.
Week 1 - you would work - Monday, Tuesday, Wednesday until 1:00pm, off Wednesday pm, Thursday, Friday, work Saturday, Sunday.
Week 2 - you would be off Monday, Tuesday, Wednesday am, then start work at 1:00pm Wednesday, Thursday Friday, then off Saturday, Sunday
Following week you would revert to Week 1 shifts and start work again on the Monday.
The hours equate to approx 112 hours per month. The office hours each day are 8:30 am to 4.30 pm with 30 minutes for lunch.
Previous hospitality, property management or front office experience is essential.
Discretion and trustworthiness; you will often be party of confidential information.
Proven working knowledge of a winning customer service experience.
Contribute to effective working relationships.
Flexibility and adaptability.
Excellent communication skills and telephone manner.
Able to plan, organise and multitask.
Experience in using cloud-based customer relationship and operating systems.
Ability to prioritise and meet multiple deadlines.
Excellent analytical, interpersonal communication and writing skills.
Good oral and written communication skills.
The ability to be proactive and take the initiative.
Tact and diplomacy.
Strong work ethic and integrity; candidate should be a team player who is proactive, self-motivated and possess a deep intellectual curiosity and desire to learn in a fast-paced environment.
A knowledge of standard software packages and the ability to learn company-specific software, as and when required.
Confident and strong character, with a ‘can do’ attitude.
Min 1-year of relevant hospitality, property management or front of desk experience.
Salary £18,000 per annum
Company Pension Scheme
Pro rata holiday basis
Position is available to start immediately.
Due to the high volume of applications we are unable to respond to all applicants individually. If you have not heard from us then unfortunately your application has been unsuccessful.