Job Description

Front-Desk SupervisorOur Group
Joivy is the first comprehensive residential platform in Europe to offer a wide range of living spaces to its users - coliving, microliving, vacation, student housing, multifamily e coworking - and to support property owners and investors with a complete range of services to enhance their real estate assets: property management, asset management, and marketing strategy. Joivy counts 450 employees (32yo average age & more than 30 countries of origin), 21 offices across Europe, 50 destinations, and 7 countries (Italy, Spain, France, Portugal, UK, Luxembourg, and Bulgaria)Joivy gathers the unique experience of DoveVivo, DoveVivo Campus, ALTIDO, Chez-Nestor and Open with the aim of enthusiastically innovating the European residential market, and also includes the brands Joivy Renew, specialized in home renovation and turnkey furniture sales, and Joivy Invest, business Unit focused on real estate investments.Joivy ScotlandJOIVY has established a reputation in Edinburgh as a premium rental management company focusing on adopting a hospitality attitude to property management.JOIVY manages over 160 homes for individual owners, 60 for B2B clients and several apartment hotels. As we continue to grow our portfolio of high-quality serviced apartments, hotels, long-lets and rural retreats we also look towards our future growth throughout Scotland and maintaining the best possible service to both Guests and Clients.Purpose of the roleWelcoming guests, checking guests in and out of the hotel, dealing with guest queries, and providing prompt and professional guest service to meet guest needs and ensure guest satisfaction.This role requires active communication with guests mainly in person, in writing, using Joivy's communication platform, and over the phone.The main priority is to ensure an excellent experience for the guests, aiming to build trust and encourage them to visit again.Key ResponsibilitiesLeading the Front Desk teamManaging the Front Desk day-time and evening Rota to ensure adequate staff presenceEnsuring compliance with various Health and Safety policies and proceduresActing as the first point of escalation to resolve all guest queriesReporting performance of the team against KPIsEnsuring a smooth day-to-day running of our Hotels;Checking the arrivals list daily and highlight special guest requests if any;Checking that all keys/cards are ready for the arrivals;Checking and counts keys/cards after all guests' departure and reports if any are missing;Checking rooms are prepared and ready for guests' arrival by working with the housekeeping team;Reporting to the in-house maintenance team any maintenance issues before, during, and after guests` stays;Replying to guests` inquiries and messages;Replying to guests` reviews on various platforms;Conducting room checks to ensure all guest rooms are up to standard and are ready for guest arrival;Regularly checking communal space and ensuring adherence to Health & Safety PoliciesReacting to the Fire Alarm activations and responsibilities as Fire Marshall.On occasion, assisting the in-house housekeeping staff with some duties;Providing high-level customer service to all guests that enter our hotels.Required skills and or qualificationsYou have experience in hospitality or customer service;You are a problem-solver and self-driven to provide outstanding customer service;You are fluent in English (C1 level, written and spoken) - additional languages are a plus!Compensationxc2xa327,000 per annum for 35 hours per week (excluding lunch breaks)33 days including Bank HolidaysPension contributionsDisclaimer: In Joivy we celebrate Diversity, Inclusion, Equity and Belonging. Therefore, the entire selection process will be conducted in compliance with these criteria.
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