Main responsibilities

To welcome customers checking into YOTEL in an efficient and friendly way.
To ensure that whilst the customers are resident they receive the services and amenities YOTEL has promised.
To be helpful and friendly with all customers at all times.
To solve any problems the customers may have with any element of the product.
To take a pro-active attitude to resolving any issue that may reduce the customers enjoyment of YOTEL.
To sell the YOTEL products (cabins, food, drink, wash pods) direct to customers at the YOTEL and over the telephone and help to achieve individual monthly sales targets.
Work effectively with other departments/HQ/Sister YOTEL properties to ensure that we provide the best service to all our customers, fostering good teamwork across departments and supporting the hotels.
To deliver on and positively embrace the YOTEL Customer Service goals.
Teamwork

Relationships:

External:  customers – corporate and individual, YOTEL suppliers.
Internal: the General Manager and the team at the YOTEL you work at, HQ and the hotel teams on site at all sister YOTELS.
Our partners and investors IFA Hotels and Resorts and Simon Woodroffe; Founder YO Company.

What is this person like?

Passionate about service
Constantly striving to be of service and make a difference to the customers.
Happy to take personal responsibility for their actions and that of their colleagues.
Adopts a proactive attitude to solving problems for the benefit of the guests or team.
Has excellent interpersonal and communication skills - is able to match their communication style to the situation.
Skilled at understanding the needs of the customer and dealing with the issue at hand professionally.
Is self motivated and has a natural internal urge to achieve results and accomplish self imposed goals.
Has excellent time keeping, presentation and organisational skills.
Is flexible
Is a team player
Displays a positive attitude and natural enthusiasm.
Thrives under pressure
Helpful, attentive, patient, understanding and assertive.
Technology savvy
Accurate and takes pride in getting the detail right.

Works within yotel values

PASSIONATE -Be fiercely proud about of the brand and what we stand for, fanatical about the experience we offer.  Be honest, genuine and straight talking. Be a team player, learn, motivate, mentor and respect your colleagues.
SMART -Make ‘smart ‘decisions, look good, be efficient, ‘green and professional. Recruit, retain and develop the best people. Understand every facet of our business and strive to be better than our competition.
ENTREPRENEURIAL - Challenge the ‘what is’ in favour of what should be, continue to innovate, push to improve and stay hungry, keep one eye on the competition. Be realistic, multi task, roll our sleeves up and get Stuck in!
UNCOMPROMISING - We are obsessive about making every single detail perfect, we always go the extra mile.
SERVICE DRIVEN - We deliver extraordinary guest service with our crew who care more and try harder to make every guest visit exceptional. Our service is warm, friendly, efficient and professional and is delivered with a playful sense of humour.

Delivers service the yotel way

Above all – take ownership

BE FRIENDLY - smile, engage and interact
BE HELPFUL – go the extra mile
BE SMART – look good, be efficient and professional.
BE HONEST – genuine and straight forward
BE CONFIDENT – know your job and solve the problem.

What is this person not like?

Poorly presented or late for interview
Appears likely to make poor decision under pressure.
Reacts badly when told they may have to cover night shifts or hoover the carpet.
Does not know anything about YOTEL when they come for interview.
Never worked alone on a shift without supervision.
Does not ask any questions about the company, products/services we offer or the job other than salary and working hours.

Knowledge and skills required

Hotel - Reception with min 1 year service.
Educated to a minimum GCSE standard (or international equivalent) with professional hospitality qualification considered beneficial.
Basic Microsoft Outlook, Word and Excel skills are essential.
Verbal and written English must be good
Other languages useful particularly Dutch/German/Spanish/Portuguese.
Right to work – no pending visa/resident permit applications accepted.

Working pattern (may subject to change per location)

Available Monday – Sunday
Shift patterns typically 7am – 3pm, 3pm – 11pm, 11pm – 7am.
Bank/National holidays