Front Office Guest Support Assistant

Job Description
Shortletsmalta Limited is currently looking to recruit a Front Office Guest Support Assistant to join their team on a full-time basis.

Job Role:
The role is crucial to the Company's operations as the Front Office Guest Support Assistant shall be the main point of contact with guests prior to and throughout their stay in Malta. We are looking for energetic and dedicated team players, focused on customer service with excellent communication skills over the phone, by email, messaging and webchats, as well as in direct contact with clients.

*ONLY EU/EEA/Swiss nationals who are eligible to work in Malta, or other nationals who are currently in possession of a valid work permit may apply.

Responsibilities:

• Ensure that our clients receive all necessary information prior to their arrival
• Support the reservations team
• Proactively engage with clients to deal with any requests, queries, or challenges they may have during their stay
• Prioritize, plan, and coordinate with other departments to ensure that any issues reported are dealt with in a prompt and efficient manner
• Assist in the quality assurance process, checking of properties, assuring they are fully serviced and cleaned, dealing with issues on-site and meeting clients as necessary
• Support clients with other services and information required such as tours, taxi bookings, luggage deposits, etc.

Requirements:

• Can work under pressure, especially during peak season
• Proficiency in English and at least another main European language is a must.
• Excellent verbal and written communication skills to effectively communicate with guests in order to gather reservation information, answer enquiries, and provide assistance.
• Strong customer service skills - be friendly, professional, and capable of delivering exceptional service to guests.
• Ability to solve problems, have patience and empathy to deal with guest requests and concerns in an effective manner.
• Proficiency in computer systems and reservation software is essential. Comfortable using reservation management systems, online booking platforms, and other relevant software tools
• Strong multitasking and time management skills, necessary to prioritize and complete tasks efficiently, handle multiple tasks simultaneously such as managing incoming calls, responding to emails, and processing reservations.
• Have a good understanding of the policies and procedures to provide accurate information to guests and be able to explain policies when necessary.
• Possess the ability to work well in a team environment, communicate effectively with colleagues, and assist other team members. Collaborate with other departments such as revervations, sales, maintenance and housekeeping.
• Must work different shifts, including evenings, weekends, and public holidays. Flexibility in working hours and availability is often necessary.
• Organized, professional, and smart in appearance
• Experience in a similar role will be considered an asset.

Benefits:

• An attractive salary, matching experience in a similar role
• Performance bonus
• Commission on upselling of ancillary services
• Training will be provided
• Use of Company mobile phone and e-scooter to move around.

Shortletsmalta Limited:
Shortletsmalta is a leader in the holiday rentals and hospitality sectors offering a full range of services to enhance the customer experience for its clients.  Managing over 150 properties and four B&Bs the company has built a solid reputation in providing a variety of quality accommodations to meet different needs and expectations.  We offer a vast range of properties and services from comfortable apartments in central locations to luxury villas for our discerning clients who want to relax in great surroundings. Shortletsmalta prides itself in employing a dynamic workforce, all experienced and dedicated staff, making it an ideal workplace for those who seek to start, or further enhance, their career in the hospitality sector.