Receptionist

Job purpose: To provide reception services for Guests to contribute to an overall exceptional experience.

Role Competencies:

• To work within a team to deliver the day-to-day operational needs of the Hotel Reception

• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.

• Achieve positive outcomes from Guest queries in a timely and efficient manner.
• Demonstrate a knowledge of hotel room categories, room rates, packages, promotions, and other general knowledge necessary to perform daily duties.

• Use all company systems to maximize the hotel operational efficiency and guest satisfaction.

• To handle all telephone calls, including external and internal for in-house guests, enquiries, and other departments
• To respond to customer feedbacks and follow escalation process.
• To carry out calls to VIP’s staying in the hotel to check on guest satisfaction.
• To record and report maintenance and security issues, raised by guests or employees, and follow up where appropriate.
• To record and process lost property and follow up where appropriate.

• Understand own accountability and how own actions effect costs within the business.

• To support colleagues where required.

• To meet and exceed guest expectations through consistent delivery of service levels in line with brand requirements.
• To be the main point of contact for Guests dealing efficiently with any requests, enquiries, and any complaints
• To welcome (check in) all arriving guests to the required minimum standard.
• To bid farewell (check out) all departing guests to the required minimum standard.
• Attend appropriate training courses when required.
• Any other reasonable request as required by the business.

• Have the ability to work as part of a team and on own initiative.
• Have excellent personal presentation and verbal communication and listening skills.
• Have a passion for delivering exceptional customer service with a ‘can do’ attitude.
• Be flexible, motivated, and committed.
• IT skills

• Previous hotel reception experience.
• Experience in a customer service environment.
• Previous experience of cash handling.

The post maybe subject to an enhanced DBS check and yearly self-declarations.

Equality and Diversity – must be able to demonstrate that equality, diversity and inclusion will be maintained and developed across all programmes and areas of the business.