Customer Service
* To deliver the all-important positive first impression to arriving guests with a warm and friendly greeting, organising the transfer of luggage and the guest comfort.
* To interact with resident and non resident guests in a professional, friendly and confident manner.
* To maintain the highest standards of personal presentation and grooming at all times, dressed in the uniform as provided and to the correct specification.
* To be a front of house presence for hotel guests and employees when on duty.
* To ensure a thorough and up to date knowledge of the hotel and its services, packages, rates and menu prices at all times.
* To communicate promptly and accurately with all departments and management to ensure that guest requirements and expectations are met.
* To follow the duties of the reception shift as laid out within the key tasks/departmental procedures, including guest accounting functions in accordance with company policy.
* To prepare guest accounts and give a warm and cheerful departure/check-out service, ensuring that accounts are settled prior to departure and assistance is offered with luggage and car retrieval. To deliver a service that will leave departing guests with a positive overall experience of their stay, encouraging them to recommend and return.
* To be responsible for all cash and card transactions during the shift, being fully aware of the cash handling procedures and the banking procedure at the end of each shift.
* To handle accommodation, restaurant and private dining reservations to the correct standard, communicating with other departments as necessary.
* To deliver a comprehensive handover to the following shift or Night Porter.