Night Guest Experience Supervisor

Eclipse Hotels Group is an international family owned hotel group who are headquartered in West London. Our company\’s current portfolio includes brands such as Holiday Inn, Holiday Inn Express and CiTi Hotels, located across the UK, Europe and the Caribbean.

An excellent opportunity has arisen for an experienced Night Guest Experience Supervisor at our Holiday Inn Express in Poole.You will have the opportunity to join a developing employer who has the passion and drive to deliver first class service and a quality employee experience.

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As our Night Guest Experience Supervisor you\’ll deliver this through managing all aspects of the day to day operations of the hotel. You\’ll also create the warm atmosphere that makes our guests feel at home in any location. In addition to this you will have an excellent eye for detail and exemplary customer service skills.

Join us and enjoy the following benefits:

• Discounted Hotel Rooms at 5000+ IHG Hotels worldwide. With 50% off Food and Beverage Services
• Employee Assistance and Welfare Program
• Health Plan
• Life Insurance
• Cashback and discounts on the leading high street retailers
• Complimentary Meals on duty
• Employee of the Month and Employee of the Year celebrations
• Recommend a friend scheme
• Excellent Training & Development

What will your key responsibilities and duties be:

• Create a warm welcome to everyone and set the tone for each of our guests\’ experience.
• Ensure that our guests experience a smooth Check-in and Check- out process (Including Group Check ins)
• Nightly coverage of our Reception desk and concierge desk.
• Be able to answer our hotels calls in professional yet welcoming manner.
• Supervise the running of our Night Audit process.
• Prepare and deliver any Room Service orders that our guests make.
• Ensure that out Front Office and lobby area are kept clean & tidy.
• Supporting your colleagues from other departments with the setting up /clearing down of any of our Food & Beverage outlets (Including Conference & Events).
• Conduct regular security walks around our hotel.
• Mentor and act as a point of support for all our Night Guest Experience Agents

What we are looking for:

• Previous hotel experience as a Front Office Supervisor, Receptionist/Front Office Assistant or any other similar roles, ideally from a branded hotel background, with a strong knowledge of Front Office systems.
• Experience in offering exceptional customer service.
• Understanding the needs of supervising a team on a daily basis.
• Proactive, composed, enthusiastic, approachable, able to build strong rapport with guests and other Team Members
• An understanding of Food Safety standards.
• Excellent communication skills in all aspects; good organisational and administrative skills with an eye for detail; Proficient in Microsoft Word, Excel, Power Point presentations;

We are an equal opportunity employer. We believe in recruiting a diverse workforce that promotes inclusive, people focused culture.

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