Who are we
Sketchley Grange Hotel & Spa is a stunning establishment, nestled in a serene setting with 102 well-appointed rooms, making it a perfect destination for travellers seeking comfort and relaxation. We pride ourselves on delivering exceptional service and creating memorable experiences for our guests.
Role Responsibilities
* You’ll provide guests and visitors with a warm welcome and great service. You will be the point of contact for our guests delivering outstanding service and creating wonderful memories. Responsible for delivering consistent high standards of service and ensuring guest satisfaction. You’ll need to be a team player, working efficiently with your colleagues to meet guest’s needs whilst meeting our organisational values.
* Provide all guests with a warm welcome at check in, issuing keys and explaining hotel facilities in a positive and engaging manner.
* Be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximise hotel sales.
* Whenever possible, anticipate guest’s needs and be aware of all written and spoken requests, carrying out these requests in a courteous and helpful manner.
* To be fully conversant and able to operate the hotels front office systems.
* Be aware of the hotel availability and that every opportunity to maximise room sales is taken.
* Deal with cash and credit transactions in accordance with the hotel and company policy, and to ensure that any discrepancies are reported immediately.
* Answer calls and deal with enquiries efficiently and in line with company policy. Take messages and communicate effectively.
* Ensure the float handed over is checked and correct.
* Ensure all messages received for guests are passed on accurately and as quickly as possible whilst remaining compliant with GDPR procedures.
* Ensure a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained.
* Ensure that all charges are correctly posted to the guests bills following the standard procedures and that all guest accounts are complete and accurate.
* Complete guest check outs efficiently and in line with company procedures. Always ensuring guest satisfaction before departure. Deal with any issues in a positive, appropriate and proactive manner.
Key Requirements
* Customer service experience
* Attention to detail
* IT proficiency
* Communication skills
Benefits
* Competitive salary
* Excellent on-going support, training and development
* 28 days holiday including Bank Holidays per annum
* Stakeholder Pension entitlement
* Discounted hotel room rates for you, your friends and family
* On-going incentives and rewards
* Meals on duty
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