Guest Service Specialist - Front Office - Amsterdam

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 week salary when the hotel reaches the budgeted GOP (Gross Operating Profit) level and you get a minimum total score of successful in your yearend evaluation
• 8% holiday allowance (pro rata);
• 25 vacation days per year (pro rata).
• Compensation for National Holidays.
• Horeca CAO applies;
• General Pension Scheme of Hospitality and Catering;
• General Survivors pension;
• Attractive family and friends rates on overnight stays at Hotel Okura Amsterdam;
• Once a year staff discount in one of the restaurants (50%);
• Staff discount in our restaurants (20%);
• Contribution to travel expenses from 10 km (one way);
• After obtaining the probationary period, you will receive an overnight stay with breakfast as a gift (2 people), so that you can experience the hotel as a guest!

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 in both English and Japanese
• 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.