Scope and general purpose To assist with the administration and Guest relations to ensure the smooth day to day running of Reception Front of House. Exceed the expectations of our guests to a five- star standard, inspire and create unique memorable experiences of escape and adventure, so everyone feels special. Main responsibilities: guests · Prepare a 5* and 1 service standard for all arriving and departing guests. · Ensure all Invoices are prepared and correct payments are processed. · Assist with the booking and organisation of small events and functions as required. · Deal with guest enquiries, reservations and requests and follow-up with appropriate telephone and email correspondence. · Communicate with the guests during their stay so that they have their expectations exceeded · Deal with any guests’ complaints and queries in line with Forbes Standards and report actions appropriately to relevant managers. team · Ensure all appropriate departments are informed to meet and exceed the guests’ requests. · Supervise and assist with daily, weekly and monthly admin tasks to be completed by the team productivity Assist with the management of Hart to ensure that it is always up to date and correct. Liaise with the Commercial Manager on the room rates and upgrades. · Deal with Backroads administration and processing. · Deal with travel agents administration and payments and highlight VIP TA's to the HOD Maintain a tidy and organised reception desk and back-office area. health & safety · Report any concerns, near misses and support the see, it, sort it, fix it and do not walk on by. sustainability Proactively supervise ESG on your shift in reducing energy consumption and wastage, and creative ideas for embedding the policy within your team and your department. Be able to clearly communicate our ESG policy and Earth Check to the team, guests, and suppliers. EXPECTED BEHAVIOURS Friendly Pleasant, kind and easy to talk to. Aspirational Have hopes and desires to achieve your goals. Honest Have integrity so you can be trusted, straightforward and truthful. Challenging Interested in testing your ability, skills, and the way you think. Our Purpose: - To create incredible memories for people in a place like no other. Vision Statement: A world leading hotel that makes people feel special. Mission Statement: Focusing on exceptional levels of friendly, faultless service and hospitality. Our Core values: Dare to be different Driven to be the best Passion to make people feel special Integrity in the way we live and work.