Front Office Coordinator

Location: Royal Society of Medicine (RSM) Club Hotel

Primary role: Front Office Coordinator

Responsibilities include guest communications and reservations management

Competencies: excellent customer service and communication skills

Applications reviewed on a rolling basis

Front Office/Reservations & Communications
Domus Medica
Full time, permanent, 40 hours per week
Salary £30,784 per annum
The Royal Society of Medicine (RSM) is one of the UK's leading providers of continuing learning in healthcare. As a registered charity and membership organisation, we bring together healthcare professionals to share knowledge, exchange ideas and advance learning across medical specialties.
Our vision is to bring people together across healthcare to debate, network and learn.
We are looking for a friendly, organised and customer-focused Front Office Coordinator to join our team at Domus Medica, the RSM's Club Hotel. The successful candidate will play a key role in coordinating guest communications, managing reservations and supporting the smooth running of front office operations to ensure an excellent experience for our members and guests.

Tasks & responsibilities

• Exceed expectations in guest services externally and internally.
• Lead by example, smile and a hands‑on approach.
• Perform all duties and responsibilities accurately, in a timely and efficient manner in accordance with RSM established policies and procedures to achieve the overall objectives of the role of Front Office coordinator.
• Communication Hub: Manage all incoming calls (switchboard), directing inquiries to the appropriate departments or handling guest needs directly.
• Reservations Management: Process bookings via phone, email, and online systems; manage cancellations, modifications, restaurant and private dining reservations.
• Guest Liaison: Act as the point of contact for guest inquiries regarding RSM Services.
• Revenue Support: Identify opportunities to upsell room categories or hotel packages to maximize property revenue and restaurant bookings to increase member use of the F& B offerings.
• Administrative Coordination: Maintain accurate member profiles and ensure the front desk team is briefed on VIP arrivals or special requests.
• Adhere to the Society’s GDPR regulations and only use data as required to undertake their role and handle it in an appropriate and confidential manner.
• We are a Team, and we depend on each other, our character is part of our service
• Assist our colleagues to achieve and exceed standards regardless of department.
• Establish and maintain effective relations with colleagues across all departments.
• To work as a team to constantly evaluate and improve our guest experiences.
• To support management by giving honest feedback to improve the welfare of our teams across all departments.
• Offer an excellent customer service to the guests reflecting the standards of the RSM.
• Greet guests with a smile
• Acknowledge special occasions, wedding anniversaries, birthdays, milestone celebrations.
• Recognise regular guests and preferences.
• Making sure their needs are met.
• Ensuring a pleasant visit to the RSM.
• Liaising with other departments, such as Food and Beverage regarding any special requests.
• Be the first point of contact for any issues and resolve accordingly where possible Escalate when required.
• Fulfilling all reasonable requests from guests to ensure their comfort, satisfaction and safety.

Assisting in general administrative duties

• Operating the telephone switchboards including the transferring of calls and taking messages for all departments.
• As and when assist with postal deliveries / parcels etc.
• Checking Membership identity documentation as and when required.
• To assist in Front Office operations when required.

Health & Safety

• To be aware of and comply with safe working practices as laid down under the Health and Safety Act as applicable to your place of work.
• To report any defects in your department or anywhere in the building according to hotel procedures.
• To ensure that any accidents to colleagues or visitors are reported immediately and in accordance with RSM procedures.
• To ensure that your online training is completed in accordance to RSM time frames and requests.
• To be fully conversant with, Fire & Safety, Evacuation, Health & Safety and Employee Handbook

General

Display a professional image of RSM and Domus Medica Club Hotel by delivering our values at all times. Keep immediate management fully informed of challenges or unusual matters of significance whether internal or personal. (We are here to support and assist you). To attend all role relevant training course as and when required. Perform all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of the position.

Person Specification & Competencies

• Excellent customer service with exceptional communications skills.
• The ability to communicate and interact with people at all levels, both written and verbally.
• Ability to work under pressure
• External awareness
• Excellent attention to detail and accuracy
• A pleasant disposition and a conscientious attitude to work
• The ability to work on own initiative as well as part of a team.
• The ability to work flexibly and adapt to a changing environment
• Maintain a professional image on duty, including a polite and courteous manner, cheerful disposition.
• Strong time-management skills.

The RSM is committed to equal opportunities. Equal opportunities are provided to all applicants for roles without regard to race, religion, colour, age, sex, national origin, sexual orientation, gender identity, genetic disposition, neurodiversity, disability or any other protected category.

The Society is committed to the safeguarding and fair processing of information received from candidates applying for opportunities within it and fully complies with the spirit and regulations of the GDPR. For a full statement about the type of data that the Society keeps about job applicants and the purposes for which it is kept, please visit our website by clicking on the following link:
https://www.rsm.ac.uk/fair-processing-notice-for-job-applicants/

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