At Bespoke Hotels, our people are our biggest asset. We focus on engagement and individual development, working with personal strengths and supporting education from a commercial perspective. We create pathways so our people know the direction their careers will head.
The Role
Senior Receptionist
As a Senior Receptionist you will be responsible for maximising room revenues in line with the Company’s standards, providing efficient and courteous service to ensure total guest satisfaction.
Key Responsibilities
* Be familiar with the day’s business, including arrivals, departures and special requests.
* Deal with guests promptly upon arrival and departure, following Company Standards for check‑in and check‑out procedures.
* Have a good understanding of guests’ requirements when they are checking in or out.
* Ensure all cash, charge, float and till procedures are carried out in accordance with company policy.
* Demonstrate a working knowledge of all services and facilities of the hotel, as well as the local area, and assist guests effectively.
* Keep the team up to date by attending the daily meetings.
* Maximise sales through up‑selling, using incentives and promotions.
* Ensure all customer enquiries and booking requests are dealt with promptly, courteously and efficiently.
* Ensure prompt resolution of customer complaints.
* Operate the telephone system professionally and competently in line with both operating and Company Standards.
Requirements
* Work experience in a hotel or a customer‑related role.
* Excellent customer‑service skills, adhering to standards and possessing strong organisational skills.
* Decision‑making ability in a fast‑paced environment, and an enjoyment of the challenge.
* Excellent communication skills with colleagues and guests.
* Proficient use of phone and computer systems.
* Team management experience.
We are proud to provide equal opportunities for all team members, encouraging an inclusive and creative culture.
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