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Martin Barros, Head Receptionist

Hi Martin, can you tell us what attracted you to your role and working at The Grove?

After finishing my Hotel Management degree in Spain I wanted to start a career in a big hotel where I could learn and grow, so The Grove was the ideal place to apply. The Grove is an impressive five-star hotel resort with state-of-the-art facilities and an impeccable level of customer service, and this is what attracted me to work here initially. The hotel is also known for having hosted some very high-profile events, including the NATO summit back in 2019, and this was another selling point for me when applying.

How long have you worked here and what roles have you worked?

I’ve been working at The Grove for three years now. I started in October 2019 as Receptionist and then I was promoted to Shift Leader, Supervisor and now Head Receptionist.

What is your favourite thing about working for The Grove?

One of the benefits of working here is that we are able to stay at The Grove as a guest once per year. We are also able to use the spa facilities and the on-site gym. My favourite thing about working here though is the people. Every one of my colleagues is incredibly thoughtful and accommodating, and everybody around the hotel is so friendly. The atmosphere and company culture is unlike any other I’ve experienced.

What does a typical day at work look like for you?

There is no such thing as a typical day in our department. The reception is open 24 hours a day, 365 days a year, so we work very different shifts, from early mornings to overnight. My day-to-day includes checking guests in and out, answering the phone, writing and sending emails and completing other daily tasks, but fundamentally my job is to welcome, assist and ensure all guests are enjoying their stay. I want to make sure that we are providing unforgettable experiences delivered with genuine hospitality. I like to think of the Front of House team as being the engine of the hotel, so it is important that we have good communication with the other departments to provide a smooth operation of the hotel.

What career-related opportunities or training have you had since joining the team?

I had the opportunity to complete a six-month Successful Supervisor course which I found incredibly beneficial. We also have a Team Consultative Committee where I am the representative for my department, so I am the link between our Human Resources department and my reception team.

I have also been involved in many high-profile group check-ins, including the NFL team, NATO, and the England and Argentinian national football teams.

What advice would you give to someone looking to join the Front of House team?

Just be yourself, be genuine and be willing to learn. Don’t be afraid to ask questions.

Where do you see yourself in your career in five years’ time?

This is always a tough question. Maybe Reception Manager or Front of House Assistant Manager.

Describe your job in three words.

Problem-solving, helping and welcoming.

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