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Front Desk Agent

2 months ago

New York, New York, United States jobse Full time

Who we are?


Our Mission is to inspire authentic and meaningful connections.
Selina was born out of a desire to celebrate the nomadic lifestyle: to experience our planet's most beautiful places, to build community, to engage with locals and fellow travellers, to work and enjoy new adventures.


What you will be doing?

Front Desk Agent Functions:

-Providing a friendly, welcoming and efficient service to all guests, in line with our vision and values on customer satisfaction
-To undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.
-To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
-To assist in keeping the hotel reception area clean and tidy at all times.
-To undertake general office duties, including correspondence, emails, filing, and switchboard, to ensure the smooth running of the reception area.
-To undertake all training as required (eg, first aid, health and safety, customer service).
-To undertake any other ad-hoc duties (bar and restaurant work) relevant to the post, as and when required.
-To administer the general petty cash system and float in an accurate manner
-Interact with customers, take orders and serve snacks and drinks
-Comply with all food and beverage regulations
-Offering all Selina services such as tours, shuttle buses and rentals to customers
-Ensuring the best experience of all customers


Experience Functions:

-To be Selina's #1 Fan: Connect with guests and make sure to promote all experiences. Transmit knowledge, passion, emotion, energy and motivation to the location team.
-Weekly and monthly activities, programming, planning and execution, with the guidance of the Cluster Experience Manager.
-Owner of Whatsapp Location Guest Chat. In charge of keeping it alive and a place to connect.
-Owner of Whatsapp direct communication with guests.
-Heart of guest experience: Engage with customers involving the entire team throughout your shift (especially be present during check-in and check-out hours to receive feedback from guests).
-Implement the Welcome Drink. Daily gathering for new check-ins in order to connect between travelers.
-Daily Property Walk and following the Experience Checklist at least twice a week.
-Continuously Communicate and follow Up on experience objectives and Destination Index metrics action plans with the support of the Cluster Experience Manager and the Cluster General Manager.
-Compliance on music (Soundtrack). Properly running the official Selina playlist, controlling the right volume and music selected throughout the day.
-Own the physical communication on location (brand & marketing guidelines) in its proper implementation and constant update. (print & place)
-Support content creation for social media at the location level.
-Provide team leadership, mentorship, and supervision to location-based staff for Experience metrics success.
-Tell guests and visitors about our tours and transportation. Share the characteristics of these unique experiences that will help them create unforgettable memories.
-Promote the sale of Cowork, Retail, T&T, Spa and Wellness during their shift and communicate to the rest of the team their individual daily and weekly targets, and be the engine that moves them to achieve their targets.
-Support management of local community relations.
-Host residency & exchange program at the location, by supporting content creators on getting the best images/photos/experiences that the location has to offer.
-Reply to all online reviews and post-stay surveys in a timely and informative manner.
-Be the point of contact for experience boards, content creators, and artists when on-site.


Requirements (language, years of experience, the area of experience, specific knowledge)
What you need for the role?

-Must speak English and the local language of the country of application
-Previous experience in hotels, restaurants and managing on site activities. Experience working with lifestyle brands and marketing of events is an advantage
-Certification in any wellness related teaching (Yoga, Meditation, personal training, etc)
-Experience with PR, brand management, event production, retail, design, and festivals is an advantage.
-Grassroots experience working in multicultural environments with a diverse group of local and global stakeholders
-Experience in managing community relations
-Microsoft Office and Google G-Suite proficiency
-Knowledge and sensitivity of local culture
-Social, energetic & fun spirited personality
-Time management skills
-Creative
-Ability to network and negotiate
-Experience in group facilitation


Location: Chelsea, New York.


Additional information:

Selina is committed to being an inclusive workplace where diversity in all its forms is celebrated. We make employment decisions without regard to race, religious creed, colour, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law, physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other classification protected by applicable federal, state or local laws or ordinances. If you require special accommodation, please let us know.