Position:
Night Receptionist
40 hours
Meets National Living Wage
Position Summary:
The Night Receptionist reports to the Hotel Manager and is responsible for supporting the successful performance of the Hotel by ensuring a professional, friendly and highly efficient experience is delivered to our guests.
Qualifications for the role:
· No previous experience required although would be advantageous
· Must have excellent customer service skills
· Must be skilled in hotel room cleaning to the highest of standards
· Must have a meticulous attention to detail
· Must be able to work on their own initiative
· Must have excellent communication skills
Duties and Responsibilities:
* Create and sustain a work environment that embraces the mission, culture and values of the business and consistently role models those behaviours
* This role involves periods of lone working, so the ability to work independently is essential
* Ensures fair and equitable treatment of all Team Members in line with the business' equality and diversity policies and procedures.
* Supporting the Hotel Manager in all areas
* Supports Managers and fellow colleagues maintain the defined standards. Works with colleagues at all levels to deliver a consistent level of quality service.
* Knowledgeable of all reservations and Front Office policies and procedures
* Responsible for the entirety of the customer journey from making a booking and pre-arrival through to the departure
* Process all aspects of guest bookings from new bookings, extensions, cancellations and amendments
* Process no shows and cancelled reservations inline with current terms and conditions
* Provide an efficient checking in and out process for all guests accommodating special requests whenever possible
* Ensures any relevant information is handed over to the following shift to ensure consistency of service to the guests
* Thoroughly understand and adhere to all cash handling and payment policies and procedures
* Ensure daily checklists are completed in a timely fashion to ensure no tasks are handed over to the following shift
* Maintain clear and effective communication channels with all other departments and subcontractors
* Always maintain a friendly yet professional relationship with hotel guests, visitors and fellow colleagues
* Handle and resolve guest complaints proactively and in a professional manner
* Keep abreast of any current guest complaints and advocate solutions to maximise guest satisfaction
* Maintain a neat and tidy Front Desk area
* Ensures all written and verbal communication is professional in tone and suitable for its audience
* Receipt, record and distribution of any post and packages delivered to the Front Office
* Ensure they are knowledgeable as to the requirements of the relevant standard operation procedures (SOPS)
* Coordinate room status updates with the housekeeping department and complete checks on the rooms
* Knowledgeable of the hotel and guest accommodation facilities and services provided
* Competency in using all Front Office equipment
* Escalate anything unusual to management
* Use of mail, package, and messaging handling procedures
* Keep abreast of all activities and meetings scheduled at the hotel each day
* Attend department meetings where required
* Knowledgeable of the department's safety and emergency procedures
* Manage lost property in accordance with the lost property standard operating procedure
* Drive engagement on our hotel's social media platforms with targeted posts and continually growing the company's social media presence
* Any other duties reasonably required of you to support the department or business as needed.
Your entitlements:
Your compensation and benefits are embodied in your employment contract
Job Type: Full-time
Pay: £12.50-£13.13 per hour
Work Location: In person