Job Summary
We are seeking a friendly and professional Hotel Receptionist to join our team. The ideal candidate will be the first point of contact for our guests, providing exceptional customer service and ensuring a welcoming atmosphere. This role requires strong communication skills, attention to detail, and the ability to multitask in a fast-paced environment. A background in hospitality or hotel operations is preferred, along with the ability to communicate effectively with guests from diverse backgrounds.
Responsibilities
The Reception role is responsible for the provision of a friendly, welcoming and efficient service to all hotel guests, in line with the hotel's vision & high values on customer satisfaction. The main purposes of the hotel reception staff are to handle incoming enquiries, process bookings, and play a major part in the general day to day running of the hotel.
This is a full time position averaging 40 hours per week, day and night shifts, weekends. 28 days holiday per annum including bank holidays.
1. To be well presented and fully capable in all systems & the duties listed.
2. To undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.
3. To build a good rapport with all guests and resolve any complaints / issues quickly to maintain high quality customer service. To deal with guest requests to ensure a comfortable and pleasant stay.
4. To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
5. Responsibility for accurate accounts and guest billing processes.
6. Responsibility for keeping the hotel reception area organised, clean and tidy at all times.
7. To undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.
8. To administer all routes of reservations to ensure that room bookings are made and recorded accurately.
9. Responsibility for ensuring all reservations and cancellations are processed efficiently.
10. To keep up to date with room prices and special offers to provide accurate information to guests.
11. To report any maintenance, breakage or cleanliness problems to the relevant person.
12. To administer the general petty cash system and float in an accurate manner.
13. To conduct and undertake all training as required.
14. To administer & adhere to all fire safety procedures & to control the evacuation process in the event of fire.
15. To undertake any other ad-hoc duties (bar / restaurant / housekeeping) relevant to the post, as and when required.
16. Duty to manage personal work time effectively and productively. Full responsibility for ensuring staff costs are within the company budget and team are always working productively.
17. To maximise room rates using a positive sales attitude
18. Handle check-ins and check-outs efficiently while ensuring all guest information is accurately recorded.
19. Manage reservations and respond to inquiries via phone, email, or in person.
20. Provide information about hotel services, local attractions, and amenities to enhance guest experience.
21. Address guest complaints or concerns promptly and professionally, ensuring satisfaction.
22. Maintain an organised reception area and ensure all necessary supplies are stocked.
23. Collaborate with other hotel departments to ensure seamless service delivery.
24. Assist in administrative tasks as required, including data entry and record keeping.
Requirements
* Previous experience in a hospitality or hotel environment is highly desirable.
* Strong guest service skills with a focus on creating positive experiences for visitors.
* Excellent phone etiquette and communication skills; multilingual or bilingual abilities are an advantage.
* Ability to work flexible hours, including weekends and holidays as needed.
* Proficient in using computer systems for reservations and guest management.
* Attention to detail and strong organisational skills are essential for managing multiple tasks effectively.
* A positive attitude and the ability to work well under pressure in a team-oriented environment.
If you are passionate about hospitality and enjoy working with people, we encourage you to apply for this exciting opportunity as a Hotel Receptionist at our independent, family run hotel
Job Type: Full-time
Pay: £12.21-£13.50 per hour
Expected hours: 30 – 40 per week
Benefits:
* Free parking
* On-site parking
Work Location: In person