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Guest Service Specialist | Front Office Department
Hotel Okura Amsterdam is an international 5 star hotel. Step in our world and experience how Eastern and Western influences are uniquely entwined through our mix of Japanese and Dutch culture. All our colleagues ensure an authentic service and experience to all guests. In order to achieve this, we are looking for an enthusiastic Guest Service Specialist to strengthen our team. Do you work well anytime of the day? Are you flexible and hospitable? Do you know how to provide guests with an unforgettable experience and would you like to apply this at one of The Leading Hotels of the World? Then this vacancy is for you!
What can you expect
The Front Office team is responsible for welcoming our guests; check in and - out procedures and providing information and service. The Front Office team is also responsible for guiding guests to their rooms and handling guest payments.
As a Guest Service Specialist, you are responsible for providing the incoming and outgoing interdepartmental communication and offering of telephone and message service in a professional, prompt and friendly manner to both hotel guests and colleagues.You should have good typing skills, a pleasant attitude and excellent phone demeanor. It is the mission and intent of this position that the individual will provide the highest level of customer focused service. Furthermore, to ensure the guest experience is beyond expectations of the guest and aligned with Okura Standards that are based on the standards of the Leading Hotels of the World. Your main tasks are:
- Handle incoming/outgoing calls and messages in an attentive, courteous and efficient manner, according to standard operating procedures;
- Maintain a complete knowledge of all the hotel features, services, operations hours of the outlets, restaurants food concepts, dress code and ambiance;
- Maintain contact with the guests and handle requests, inquiries and complaints accordingly to ensure that high standards are delivered;
- Document all guest requests, complaints or problems immediately and notify the designated department/personnel for resolving the situation. Follow up with a courtesy call after all requests;
- Attend shift briefings and monthly departmental meeting
Don't worry you will not be working alone. Besides working in your own team, you will also work with other departments in the hotel. Work is carried out in shifts throughout a 7-day workweek with times such as: 07:00 – 15:00, 10:00 – 18:00 and 15:00 -23:00. You will work 5 days per week, 7.6 hours a day. You are also available to work on holidays.
What do we offer?
- Contract: 1 year with the possibility of extending. We want you to stay!
- Salary: Group 5. Click HERE for the salary scale
- Bonus: 1 month salary if SMART goals are met
- Travel Costs: From 10 KM travelling distance
- Holidays: 25 vacation days and 7 days national holiday compensation based on a full time contract
- CAO: The Uniform Conditions for the Hotel and Catering Industry
- Extensive development opportunities to improve day by day. We offer an online e-learning system with more than 300+ courses. Moreover, we offer specific courses from our Training Manager, such as: Lean White Belt Training and the Extraordinary Guest Experiences training;
- Room to share initiatives, ideas and improvements, based on the Lean philosophy. Doesn’t matter if you have worked with us for a week, month or year: We want to hear your thoughts;
- Once per year 50% staff discounts in one of our restaurants (Lucky you!);
- The whole year round 20% staff discounts in one of our restaurants;
- Free meal in the canteen;
- Great staff events (annual staff party, Sinterklaas, team outings, bootcamp);
- Depending on your position, you will receive a uniform or dry cleaning reimbursement;
- Parking facilities for management positions;
- Vitality days and monthly health days;
- Possibility to do cross trainings to learn more about other departments, for example, take a look at the Japanese kitchen
- Employee of the month: receive € 100, - net, a stay in the hotel with a dinner in Serre Restaurant;
- Employee of the Year: Receive a complete trip to Japan!
What are we asking?
Of course, we are first and foremost interested in you and what we as an employer can do for you to provide a great workplace. Nevertheless we expect from you that:
- Experienced customer service professional;
- Must be able to work in a high-pace and dynamic operation and handle multiple tasks at once;
- Is in possession of refined verbal and written communication skills;
- Proficient in basic computer skills;
- Knowledge of the Opera PMS and HotSOS system is an advantage.
Enthusiastic? That’s great, please apply!
Please apply via the button below, we will call you as soon as possible for a short introduction to get to know each other. A selection assessment is one component of our recruitment process.
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Hotel Okura Amsterdam is an international five star hotel. We provide exquisite, authentic service, cuisine and experience for each and every guest, underpinned by a deep-rooted, proud cultural heritage. By stepping into our world, you will discover that Eastern and Western influences are uniquely entwined by our blend of Japanese and Dutch culture. A pursuit of perfection drives us: every detail, every action, is rooted in achieving unsurpassable guest satisfaction. Together, all 380 employees make sure that every guest, on average 1000 guests per day, are being given the personal attention to create the most extraordinary experience. In order to be able to guarantee this, Hotel Okura Amsterdam is looking for an enthusiastic colleague to reinforce their team. Can you function well at any time of the day? Are you also flexible, hospitable and would you like to work in the most fun Front Office team in the Netherlands? Then quickly apply for this vacancy!
Guest Service Specialist
The Front Office team is responsible for welcoming our guests, check in and - out procedures and providing information and service. The Front Office team is also responsible for guiding guests to their rooms and handling guest payments.
Don’t worry, you’re not alone! The Front Office team consists of 40 colleagues, with positions as Receptionist, Guest Relations, Concierge, Bagagist, Doorman and Operator.
Work is carried out in shifts during 7 days a week. You work 7 days a week, 7,6 hours a day. You are also available to work on public holidays. The shifts are as followed 08:00-16:00 hours, 12:00-20:00 hours, 15:00-23:00 hours.
What are you going to do?
As Guest Service Specialist you will be responsible for relaying incoming, outgoing, and interdepartmental communications and providing a professional, prompt and friendly telephone and message service to the hotel guests and staff. You should have good typing skills, a pleasant attitude and excellent phone demeanor. It is the mission and intent of this position that the incumbent will provide the highest level of customer focused service, to ensure the guest experience is one that is beyond expectations of the guest and aligned with Okura Standards that are based on the standards of the Leading Hotels of the World. Your main tasks are:
- Handle incoming/outgoing calls and messages in an attentive, courteous and efficient manner, according to standard operating procedures
- Maintain a complete knowledge of all the hotel features, services, hours of the operations of the outlets, restaurants food concepts, dress code and ambiance
- Maintain complete knowledge of the hotel room types, number/names, layouts, amenities and locations
- Maintain contact with the guests and handle accordingly to request , inquiries and complaints to ensure that the high standards are being delivered
- Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up with a courtesy call after all requests
- Report possible unusual occurrence and requests to the Front Office Supervisor or Duty Manager
- Be familiar with emergency procedures
Attend shift briefings and monthly departmental meeting
What can you expect as Guest Service Specialist?
Working in the FO department is challenging work. No day is the same and in order to keep our service to our guests as high as possible, we work very closely within our team but also with other teams.
What are we asking?
Of course we are primarily interested in you and what we as an employer can do for you. Nevertheless we expect from you that:
- Customer service experience professional
- Must be able to work in a high-pace and dynamic operation and handle multiple tasks at one time
- Is in possession of refined verbal and written communication skills
- Proficient in basic computer skills
- Knowledge of the Opera PMS and HotSOS system is an advantage
This is what we offer you
- Extensive development opportunities for example Lean White Belt Training, Extraordinary Guest Experiences training, Personal Leadership training;
- Support by a training manager and E-learning system to learn more about your profession;
- Once per year 50% staff discounts in one of our restaurants (Lucky you!)
- The whole year around 20% staff discounts in one of our restaurants
- Great staff events (annual staff party, Sinterklaas, team outings, bootcamp)
- Vitality weeks
- Monthly health days for employees
- Annual bonus scheme for everyone
- Possibility to do cross trainings to learn more about other departments, for example, take a look at the Japanese kitchen or get to know a whole new aspect of the hotel;
- Employee of the month: receives €100,- net, an overnight stay and a dinner in our Serre restaurant
- Employee of the year: receives a complete trip to Japan!
Contract: 1 year, possibility to extend, we want you to stay!
Salary: Group 5
Bonus: 1 week salary if achieving your SMART Goals
Travel allowance: As from 10 km commuting
Holidays: 25 vacation days and 7 National Holidays compensations per year
CAO: Horeca CAO
Training: Various possibilities
Are you interested in this position?
If this vacancy appeals to you, we would like to schedule an appointment with you, to discuss why you would like this job and what you find important in a future job.
Hotel Okura Amsterdam – A great place to work
Application Procedure
Below is a brief overview of our application process.
Introduction via phone
Once your application has been evaluated, we will call you for a brief chat and ask you a few questions about your application. We will also explain the next steps in the application process.
First interview
In this interview, we get to know each other better. We are pleased to share information about Hotel Okura Amsterdam and the position and there is room for you to ask your questions. Of course, we are also curious about you and whether we are a match!
Second interview
In this interview, we will dive a bit deeper into the position itself as we will ask you questions about your competencies and more detailed questions about your previous experience in relation to the position.
Reference check
We will ask you to provide a reference from your previous employer(s) and we will ask them a few short questions.
Offer
Congratulations on your new position! We much look forward to welcoming you as our new colleague soon! We will call you to shortly talk you through our offer and you have the opportunity to ask your questions. After that, you will receive the offer via email.
