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Job Description
General Description
- The Hotel Receptionist is responsible for providing a friendly, welcoming and efficient service to all hotel guests, in line with the hotel’s vision and values on customer satisfaction.
- The main purposes of the hotel reception area’s staff are to respond courteously to guests’ requests, play a part in the general running of the reception desk and help the General Manager to maintain a smooth room bookings service.
Main Tasks and Responsibilities
- Undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.
- Build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service.
- Deal with guest requests to ensure a comfortable and pleasant stay.
- Assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
- Responsible for accurate and efficient accounts and guest billing processes.
- Assist in keeping the hotel reception area clean and tidy at all times.
- Undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.
- Administer all routes of reservations to ensure that room bookings are made and recorded accurately.
- Ensure that all reservations and cancellations are processed efficiently.
- Keep up to date with room prices and special offers to provide accurate information to guests.
- Report any maintenance, breakage or cleanliness problems to the relevant manager.
- Administer the general petty cash system and float in an accurate manner.
- Undertake all training as required (eg, first aid, health and safety, customer service).
- Adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire.
- Undertake any other ad-hoc duties (bar and restaurant work) relevant to the post, as and when required.
Job Requirements
Skills and Experience Required
- A friendly and welcoming approach
- High standards of dress and presentation
- Ability to remain calm during difficult situations or in a very busy environment
- The ability to work unsupervised
- Excellent interpersonal skills, including a pleasant telephone manner
- Good administrative skills and the ability to use email and booking systems
- Good team working skills.
Skills and Experience (Desirable)
- Previous customer service experience
- Previous experience in hospitality
- Previous experience in media and promotions
- Experience with Sage Payroll, Sage Accounts and VAT returns Previous
- Experience in Health & Safety, First Aid etc.,
