purpose 
The front desk operations specialist will focus on coordination of projects/initiatives coming from the hotels, finding new ways to boost guest satisfaction, documentation of best practices and general support.
Creating a memorable guest experience is at the heart of what we do. The Front Of House (FOH) operations are what the guests see when they arrive: Ambassadors, Mobile App & Kiosks. The rooms operations team consists of several team members that make sure the hotel teams are supported centrally, so that the hotel teams can fully focus on the guest and team experience. Examples of the responsibilities of the operations hotel support team are project management, compliance, guest satisfaction analysis, implementation support and feedback facilitation. The emphasis will be on elevating the guest journey and team experience. This role has a very wide potential and gives the opportunity to explore the broader field of front of house operations. The scope is at a global level, but also for individual hotels when needed.

  key responsibilities

Leading the front desk operations by setting our hotels up with a smooth, efficient and effective front desk operation combining personalized service with our technology. A great arrival experience sets the tone for a great stay at cM!

Establishing and conducting relevant front of house trainings and support of hotel teams

Drafting new and reviewing/ updating existing FOH processes, standards and procedures as required. Coordinating with the Learning & Development team on the implementation and embedding of these.

Reviewing guest feedback and from there, initiating, coordinating and supporting initiatives to boost guest satisfaction and guest experience. The goal is minimal impact on hotel teams, optimal impact on guest experience.

Supporting the launch and process implementations of operational projects. 

Documenting best practices and ensuring these are known with the relevant stakeholders, so we foster cross company learnings.

Keeping close contact with the area managers, so you are aware of the challenges and opportunities in their respective areas. Sharing this with the relevant stakeholders in the support office. You are a key player in the feedback loop.

Administrative support, analysis of relevant data, preparing reports as required

Perform operational front desk audits on site

Team work with relevant stakeholders

qualifications / skills

Self motivated, team player, positive influencer

Analytical (detailed) and conceptual (big picture) thinking skills

Good presentation skills are a benefit

You have a self-disciplined approach and are able to work in a fast-paced environment with varied activities and multiple, simultaneous projects without compromising quality

Engaging relationship builder and able to interact with different stakeholders

Experience in hospitality & front office and guest services operations background

Excellent English communication skills

Bachelor degree in hospitality

Previous experience in hospitality is preferred

Able to work in different countries, adaptable to local customs and cultures (frequent travel within the EU

Proven skills of creativity and rapid roll out of projects, deadline management,

Communication and organizational skills

what's in it for you?

Perks and special rates when booking our hotels for personal trips

Personal and professional development opportunities and programmes

Latest tech devices and all the tools you need to be successful in your role

Commuting travel costs covered (by car or public transport)

Pension and cycle to work scheme available

Subsidized fresh daily lunches at our support office

Varied team days and social events (from food trucks and quizzes at the office to parties on boats)

Spacious office in a historic building surrounded by gardens

locations / hours

This position will be based in the Voorschoten Support Office and requires regular travel to the individual hotels in Europe and the US. This is a full-time position. Hybrid working is possible (on average, 2 days from the office and 3 days from home). Not fully remote.