Shift Leader

For Martin's Brussels EU hotel in Brussels, we are looking for a Shift Leader.
With 100 rooms equipped with the best amenities, Martin's Brussels EU ensures a pleasant stay in the heart of the European district. Our rooms offer a cocoon where guests can relax after a long day of work or exploring with a spacious bathroom, king size bed and even a whirlpool bath.

About the job

Reception is the central information point for the customer. The shift leader works alone or with several colleagues in shifts. He/she reports to the Operations Manager and is the link between the manager and the receptionists. The shift leader works with colleagues to handle cashiering, reservations, telephone and information. The shift leader's administrative activities may or may not be computerized. If necessary, the shift leader gives operational instructions to the departments responsible for the rooms (cleaning, room service) and, if necessary, to the restaurant. The shift leader takes charge of group bookings and checks all bookings for the following days to ensure quality encoding.

Guest service

• Welcomes guests, provides necessary information and handles check-in administration (hotel forms, police form, passport control, deposit payment, etc.), hands out room keys or card and orients guests within the hotel
• Informs customers, resolves problems and complaints (theft, illness, unsatisfactory service), is constantly attentive to customer needs. Handles both internal and external reservations (restaurant, entertainment, transportation, outings)
• Wakes up guests on request
• Takes care of check-out administration: draws up invoices, checks bills (room rental, consumption, telephones, T.V.), collects and checks means of payment
• May be responsible for cash register and foreign exchange operations
• Oversees the entry and exit of guests, and reports undesirable visitors
• Operates the telephone exchange

Bookings

• Handles all group requests (business and leisure)
• Makes a suitable offer for each request
• Follows up files and draws up rooming lists
• Handles invoicing before, during and after stays

Administrative

• Checks no-shows and late cancellations on a daily basis, and charges expenses where applicable
• Ensures smooth operation of hotel parking reservation system and inventory, alerts manager or colleagues in case of overbooking
• Controls the stock of all materials required for reception (pens, paper, envelopes, products on sale, etc.), and alerts his/her manager in the event of shortages
• Ensures proper storage and dispatching of "Lost & Found" items in cooperation with the Housekeeping department
• Prepare and check City Ledger invoices, respecting the 3-day deadline after check-out
• Provides operational instructions to department managers on the basis of the schedule or on request (e.g. restaurant, cleaning service, roomservice)
• Reports to managers or colleagues on the situation (shift work)
• Is responsible for keeping the reception area tidy and clean
• In the absence of the manager, deals with customer complaints and finds solutions to problems related to the guest's stay
• Assists the Operations Manager in training new recruits/trainees

Your profile

• You are welcoming, friendly and proactive
• You are a team player
• You speak French - Dutch - English
• Knowledge of other languages is a plus
• Knowledge of the Opera Cloud programme is an asset
• You have (first) similar experience

What we offer

• You will be part of a hotel group on a human scale, as well as a pleasant and qualitative working environment
• Possibilities of evolution within the hotel and the Martin's Hotels group
• Attractive salary package including work clothes, group insurance, hospitalization insurance, meal vouchers, ecocheques and end of year bonus 
• Attractive rates in our hotels (staff rate) and in many hotels worldwide (via Hotel Employee Rate) 
• Various benefits via the Benefits@Work platform

Would you like to apply ?

Send your resume to
Valerio Pera - Operations Manager
valerio.pera@martinshotels.com
tel. 02 235 17 22