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SIRO Boka Place is more than a hotel – it’s a movement; a global lifestyle brand where world-class wellbeing meets exceptional hospitality – through a combination of state-of-the-art fitness, nutrition, sleep, recovery, and mindfulness facilities in purpose-designed destination hotels. Our hotels empower guests to unlock peak mental and physical performance, no matter who they are, or what they’re striving to achieve. We realise exceptional, immersive lifestyle destinations where you can live without compromise.
Nestled between pristine blue Adriatic waters and mountains of conserved greenery,
SIRO Boka Place, Montenegro offers coastal city charm and boundless opportunity. Unlock your potential and embark on a new adventure as part of a community passionate about fitness and wellbeing.
Job Description
Job Description – Colleague
This is a summary of the key duties and responsibilities related to the position below and includes the skills, experience and educational background required by the employee, as well as the competencies and behaviors that are expected at this level.
Please take your time to read through it, sign the acknowledgement and hand it back to Human Resources.
- Position Details
- Position Night Agent, Front Office
- Level CL
- Department Front of House
- Reports to Front of House Manager, Assistant Managers, Team Leaders
- Subordinates None
- Working time Full , Flexible
- Job Details & Requirements
Job Summary
The purpose of this position is to run daily activities, reporting and operations of the Front Desk Department . With experience in a high-quality luxury boutique hotel/resort guest service, the Front Desk Agent will offer the highest level of customer service. Front Desk Agent supports all property operations, ensuring that the highest levels of hospitality and service are provided. Front Desk Agent manages the flow of questions and directs guests within the lobby, as well as support the tracking and resolution of service issues. In addition to their primary responsibilities, will be in charge of maintaining and managing the coffee station. This includes ensuring the coffee machine is stocked, clean, and operational throughout the day. Will be also responsible for preparing a variety of coffee drinks.
Should present a lively personality to engage with guests and colleagues, always keeping the spirit of a healthy work environment. Must live the brand concept, being active, with an understanding and love for sport activities.
Key Duties And Responsibilities
- Maintain a strong working relationship with all departments to be able to accomplish their tasks in an efficient manner.
- Provide information to supervisors and Team Members.
- Provide immediate assistance to guests.
- Support handling complaints, settling disputes, and resolving grievances and conflicts and reporting to manager.
- Constant check of the Siro App for the online check ins – create key when room ready.
- Interact with customers on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction.
- Record guest issues in the guest response tracking system.
- Answer incoming calls promptly and courteously, directing calls to appropriate individuals or departments as needed.
- Provide accurate information to callers regarding our services, products, promotions, and company policies.
- Assist callers with inquiries, requests, and concerns in a timely and efficient manner.
- Handle online chat correspondence, emails with guests, ensuring timely responses by maintaining a courteous tone and manage other front desk’s administrative tasks.
- Always follow LQA Standards.
- Focus on guest satisfaction and focus on continuous improvement .
- Analyse information and evaluate results in order to choose the best solution and solve problems .
- Ensure compliance with all policies, standards and procedures.
- Participate and contribute to the discussion of the work that affects Front Desk department, discuss the ways of service improvement.
- Follows all necessary steps to achieve results in the Upselling programs.
- Proceed with check-ins and check-outs when necessary. Assist guests in that process when required.
- Ensure that passports data collected at the check-in and guest registration is done.
- Ensuring that every hotel guest’s preferences are captured and followed is crucial part of delivering personalized and exceptional service.
- Coordinate with the concierge and other services to accommodate special requests such as specific room amenities, preferred toiletries or customized room setups.
- Ensure due outs are done in a timely manner.
- Be fully familiar with the room types, applicable rates, discount and rates structures and rate policies.
- Provide necessary reports to Finance department when needed.
- Credit control procedures are strictly adhered to, that no bills exceed the stipulated limit without prior approval from the FOH Management
- Ensure guest privacy and security.
- Maximum room occupancy is ensured in line with the standards policy on rates.
- Daily check of arrival list, making sure all rooms are assigned according to category booked and guest preferences.
- Close communication is maintained with the housekeeping department on check-outs, room moves, forecast occupancies.
- All charges are correctly entered onto the guest’s folio and that this is always kept up to date.
- T he float, cash and credit card takings for the shift are balanced and the necessary cashier reports completed. Declares any overage or shortage on this report.
- To be very meticulous in completing the daily checklist and check that it has been done during shift handover.
- To be able to perform night audits.
- Manage reservations and room assignments for guests arriving late or those with last-minute changes.
- Handle wake-up calls for guests
- Communicate effectively with the incoming shift to ensure a smooth transition.
- To assist with any other duties as required by the Director or another member of the management team
General And Other Duties
- Will be required to perform similar such duties or tasks in any area of the hotel as may be designated by Management.
- W ill be required to attend training courses as required and continually strive for the improvement of own knowledge and skills.
- Should have shift flexibility as well
- Must be familiar with the hotel policy on fire, hygiene, health, safety and emergency evacuation and that all staff in the department participates in fire and emergency drills.
- Monitor the front desk area and report and suspicious activity.
- Assist with emergency procedures, including fire alarms and guest evacuations if necessary.
- Must adhere to and have a complete understanding of the employee handbook and adhere to the regulations contained within.
- Is required, always, to maintain a high standard of personal appearance and hygiene and ensure that dress and attire meet with the hotel’s requirements and do not detract from the desired image of the hotel.
- Will be required to render the highest level of courtesy and service to hotel guests even where such service may fail beyond the main duties or scope of this position.
Interpersonal Relationships
- O ther members of staff are always dealt with in a polite and helpful manner.
- Employee differences or disputes are settled quietly, away from other employees and guests, any extraordinary situations are reported to supervisor.
- Essential information required by the organization is accurately communicated to the appropriate personnel.
- Management is kept informed in an appropriate level of detail about activities, progress and results and information and advice on matters within allocated area of responsibility is sought from supervisor when necessary.
- Instructions from management are treated constructively and acted upon.
- EDUCATION, SKILLS & EXPERIENCE
- Minimum two years working in a luxury, or boutique hotel in Front Office department.
- Must be proficient in hospitality guest services.
- Previous guest service and reservations experience preferred.
- Must be fluent in verbal and written English. Other languages are a plus.
- Excellent computer and typing skills are required. Microsoft Office proficiency and Opera.
- Excellent listening and comprehension skills required.
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
