Day Host

Department: Vertus
Company: Vertus Residential Management Limited
Reporting to: Day Duty Manager
JOB SUMMARY
We are recruiting a Host to join our dynamic team of front of house staff over at our Edit aparthotel. These full-time roles will work 8-hour shifts in a pattern of 5 out of 7, including weekends. Shift pattern will vary between early (7:30am-3:30pm), middle (changing), and late (2:30pm-10:30pm).
Reporting directly to the Duty Manager, you will ensure that guests have the best experience and consistently deliver the highest levels of customer service. This role is a standing role to ensure we give our guests the warmest welcome
Salary – £32,100
MAIN RESPONSIBILITIES

• Look after our guests, which may include check in/check out, handling billing, making sure guest accounts and data are correct, and dealing with any requests and enquiries.
• Take ownership of the lobby space and ensure everyone who walks in through the doors feels welcome.
• Familiarise yourself with all room types to better assist guests.
• Get to know the neighbourhood and give guests recommendations of the best places to visit.
• Efficiently handle feedback or complaints, ensuring swift resolutions together with Duty Manager.
• Maintain ongoing communication with guests during their stay and ensure their post-stay needs are met.
• Work across both buildings as assigned.
• Ensure the cleanliness and orderliness of public areas such as the Front Desk, co-working spaces, roof terraces, and event spaces.
• Promote and upsell aparthotel facilities and services where possible. Handle reservations, emails, and phone inquiries efficiently.
• Support Duty Managers with any tasks, remaining flexible with shift schedules.
• Communicate with housekeeping and maintenance team throughout your shift to resolve any issues and requests.
• Take over responsibilities from the outgoing Host, addressing any unresolved issues and ensuring continuity in service.
• Keep the Host Log informative, ensuring follow-up tasks are clearly outlined for the next shift.
• Adhere to GDPR guidelines, ensuring the protection and confidentiality of guest data.

PERSON SPECIFICATION

• At least 1 year\’s experience in a customer-facing role is required.
• Previous experience in reception roles within the hotel/aparthotel/serviced apartments/student accommodation industry would be beneficial.
• Previous experience using any property management system (PMS) such as Opera or Mews is preferred.
• Excellent communication and interpersonal skills displaying understanding of guests\’ needs.
• Have a positive, can-do, approach to the role.
• Bring your attention to detail to make sure you delight our guests.
• Good level of computer literacy using Microsoft Word, Excel and Outlook.
• High standard of written and spoken English, additional language skills are of benefit.
• Flexibility and adaptability, energy and enthusiasm.
• Problem solving, well organised and ability to work well under pressure.
• Right to work in the UK required.

HEALTH SAFETY AND WELFARE RESPONSIBILITIES
All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules and Procedures, and the Health, Safety & Welfare Manual.
ENVIRONMENTAL, SOCIAL & GOVERNANCE (ESG) RESPONSIBILITIES
Recognising the centrality of ESG principles within our organisation, we have developed a comprehensive ESG Strategy. It is imperative that all staff members understand and adopt this strategy into their respective roles. This includes adhering to environmental regulations, minimising waste, supporting nature within our urban environment, and facilitating positive change for those in need within our community and utilising our volunteering.
QUALITY MANAGEMENT RESPONSIBILITIES
In line with the latest ISO 9001 requirements and our dedication to quality management, all staff are mandated to comply with system requirements as detailed within the Company Quality Manual & Policies. Additionally, it\’s vital to ensure the effective implementation of all Procedures, Plans, and Forms within our Electronic Document Management Systems (EDMS) to meet the ISO 9001: Quality Management Standard.
COMPANY VALUES
Commit to Excellence

• Act with integrity and deliver high performance
• Put our customers at the heart of what we do
• Resolve issues by providing high quality solutions

Foster Collaboration

• Find opportunities to collaborate with others across the business to achieve shared goals
• Encourage inclusive networks and treat others with respect and fairness
• Use knowledge to work effectively with suppliers / contractors to meet shared goals

Encourage Engagement

• Confident in making decisions appropriate to the role
• Learn from mistakes and listen to constructive feedback to improve performance
• Prioritise safety and actively support community, wellbeing and sustainability programmes

Take Ownership

• Take pride in delivering high quality service which exceeds expectations
• Committed to opportunities for self-development
• Take responsibility for my own performance and look for ways to improve

Embrace Innovation

• Embrace change and innovation
• Proactively suggest ways to improve our business and encourage others to share ideas
• See new challenges as opportunities to deliver effective change

WHAT WE OFFER
Diversity and Inclusion
We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.
Flexible Working
As an inclusive employer, we recognise the positive impact flexible working can have on an individual, their wellbeing, engagement and productivity. Therefore, we are open to consider flexible working arrangements, both temporary or permanent.
Learning and Development
At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.
Other Benefits
We are committed to building a safe, happy and healthy community for our employees and we offer a comprehensive range of benefits, all designed with our employees and their wellbeing in mind. From generous pension and insurance plans, to health benefits, subsidised gym membership, store discounts and family leave, our benefits package allows our employees to choose the benefits that suit them and their individual needs.
If you are interested in joining our highly professional and skilled team for our next exciting phase of development, please complete the form on this page to apply online.
Early applications are encouraged as we reserve the right to appoint at any point.