Purpose of the role As Healthclub & Spa Receptionist, you will be the first point of contact with Club Members and hotel guests, providing a friendly welcome and the highest level of efficient service in order to meet members and guests needs. Duties and responsibilities To respond the telephone enquiries as per club procedures. To courteously welcome all members to the Club on each visit. To ensure that all members "sign in" correctly providing all the necessary details, thus proving they are bona fide members of the Club. To ensure that attendance data of residents is accurately recorded in the members file. To be a primary source of information about the Club and the Hotel to all members. To make appointments for members to receive any services offered by the Club, both from callers in person and telephone. Take Spa bookings, explaining our cancellation policy as well as obtaining Credit Card details and contact details in order to guarantee the bookings. To ensure that throughout the day the Changing Rooms are adequately stocked with all guest supplies (i.e. soap, shampoo, water, cups, toilet paper, hand drying towels etc.) Following training, give tours of the Club, detailing all facilities and benefits of membership to prospective members. To take initial membership enquiries over the telephone and pass information to the Membership Manager. To enrol any new members to the Club ensuring that all necessary details are obtained and accurately recorded and then ensuring that all information is then passed onto Membership Manager. To undertake cleaning duties To ensure customer supplies and accessories are replenished as required. To ensure that Lost property is reported inline with Hotel’s Policy To ensure that maintenance issues are communicated to a Duty Manager on duty. To attend training and departmental meetings as requested. To follow all health, safety and hygiene requirements when undertaking tasks throughout the Hotel To take care of all Hotel equipment required to carry out duties and to report defects immediately To report immediately any matters concerning the Security of the Hotel to a Duty Manager on duty. To ensure that all Health & Safety hazards found in Guest Areas (corridors, staircases etc.) are reported immediately to a Duty Manager To ensure that all accidents are reported to a Duty Manager on duty. To arrive for work at the time specified on the Rota, correctly dressed for duty, as per the laid down procedure. To ensure all provided work tools / equipments are well maintained and in proper functional order. To ensure safety and return of all keys, in his/her possession. To ensure that a job of the day is completed in every area daily. To minimise wastage at all opportunities. Customer Relations Demonstrate service attributes in accordance with industry expectations and company standards to include: Being attentive to guests Accurately and promptly fulfil guests requests Understand and anticipate guest needs Maintain a high level of knowledge which will enhance the guests experience Demonstrate a service attitude that exceeds expectations Take appropriate action to resolve guest complaints Key performance indicators Attention to details Someone who is passionate about exceeding guest expectation Confident team player who can create and maintain a positive attitude with a CAN-DO mentality Team player Ability to work to strict timescales Comfortable to work in a high pressurised environment Ability to smile at all time Benefits Meals on duty Staff uniform Company pension contribution after you passing your probation period Recommend a friend reward scheme 20 days holiday plus 8 bank holidays Dry cleaning of your uniform (if applicable) Training fund assistance of NVQ’s Awards and Recognition Programme Seasonal annual parties Staff rate with IHG hotels globally We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all hotels: