Front Office Agent / Guest Relations

Who We Are

We put the people at the heart of everything we do – our guests and the people who look after them. We are looking for like-minded people to help us redefine hospitality and build the best hotel experience out there.

We are all different but with something in common – the passion to deliver that feeling of warmth and kindness to all our guests.

We have only one purpose: to make people happy. As long as you do it with a smile, with a can-do attitude, we have achieved what we promise.

The vibe

We believe that a hotel is only as good as the people who work within it.

We aim to make sure that all our guests have a great and easy time, and we firmly believe it’s our people who make that happen.

The role

The Guest Journey Agent/Executive is responsible for ensuring a harmonious and posh experience for guests at our small 5-star hotel. The main responsibilities include:

What the Guest Journey Agent will do

Before the guest’s arrival – dreaming, planning and booking.

• Act as the primary point of contact for guests before their stay, answering any questions and addressing any concerns in a competent and lively manner via mail and phone.

• Assist and advise guests who may be choosing from a variety of rooms options

• Help plan travel itineraries by suggesting local tourist attractions and places of interest

• Process payments and send confirmation details to guests

• Sort out any issues that may arise with bookings or reservations

• Sell and promote reservation services

• Is aware of all hotel features, services, and promotions with a sprinkle of Junó magic

During the guest’s stay with us – experiencing.

• Be the first face our guests see when they walk through the Juno doors and create outstanding arrival and departure experiences.

•Works proactively to exceed guest satisfaction and comfort, delivering a positive and timely response to inquiries and issue-solving.

• Makes sure that our guests have an amazing experience every time by taking personal care of our guests during their stay.

• Works closely with the housekeeping team to create an atmosphere in all areas that exceed guest expectations.

• Assists with billing and invoicing

After the guest’s departure - sharing

• Monitors daily guest feedback results and identifies trends in customer experiences.

• Manages property post-stay guest correspondence.

Experience:

You don’t need a lot of experience to work with us. Previous experience in hospitality in a Front Office role is an advantage, but not a must.

Required Skills/Qualifications

• Be comfortable with booking systems and email, as well as being a fantastic communicator both over the phone and face-to-face.

• Most important is that you know how to provide a great and memorable guest experience – whether it’s for someone staying with us or just stepping in for a drink.

• Detail-oriented, process driven, and able to problem solve in high-volume and demanding fast-paced environments.

• Passionate and positive communicator who loves to work in an intense, but friendly atmosphere and help the whole team to drive efficient best practices through service.

• Guest-oriented and service-minded as well as flexible and proactive.

We like people who are not afraid to be themselves, who are curious, eager to learn, and passionate. Passionate about authentic hospitality. Passionate about looking after people. Passionate about people having a good time. It’s not only skills but a mindset. You’ll always solve interesting challenges for our guests and we’ll give you the space you need to succeed.

What we offer

• The opportunity to bring an exciting new hospitality concept to Sofia (and Bulgaria) and have a real personal impact on its success.

• The chance to challenge the norm and work in an environment that is both creative and rewarding.

• Cool colleagues redefining hospitality and family-like organization culture

• A competitive package and plenty of opportunity for development

• Food vouchers

• Additional health insurance

• 1 delicious meal per day

• Bonus Program

Only short-listed candidates will be contacted. Confidentiality of all applications is assured!

*In regard to GDPR 2016/679 you hereby give your consent for the personal data included in the CV/motivational letter to be processed for the purposes of the recruitment and hiring process in the company