Purpose
To ensure open lines of communication between staff and guests. You will respond to guest needs and anticipate their unstdted ones to improve the guest experience. You will welcome our guests and provide memorable hospitality experiences. Delivering a consistently high standard of customer service. Ensuring the overall business achieves its ultimate potential in that of sales and profitability through creating an environment for customers which is stylish, contemporary, and welcoming.
Key Responsibilities
* To be actively involved in fulfilling pre-arrival requests, liaising with reservations to support in conducting pre arrival calls and checks to enhance guests stay targeting upsells, special occasions instructions, room allocations, restaurant bookings.
* To be Reception focussed and to assist with check ins and check outs where necessary
* Ensure guests are properly greeted upon their arrival either as residential guest, spa guest or functions, escorting to bedrooms, spa or function room.
* To provide upscale guest service experience for guests throughout their stay. Foresee the needs
of guests and ensure they are satisfied with our service.
* To ensure assigned rooms are prepared prior to check-in and VIP rooms are checked to housekeeping and maintenance required standards.
* To review on a regular basis the guest feedback obtained from guests, both internally and externally, and to ensure quality levels are consistently maintained to the agreed levels.
* To promote spa treatments and special offers.
* Maintain a guest refreshment station in reception.
* To manage guest enquiries, such as taxi requests, using a knowledge of local attractions and events whilst addressing any concerns raised.
* To ensure guest feedback via social platforms, directly to the hotel or via our feedback management software is responded to promptly and professionally tracking any refunds offered.
* To be on hand to welcome guests into our restaurant, surveying all public areas and lounges to interact with guests, ensure suitable presentation of these areas and responding to any requests made.
* To work with our Food & Beverage team, Kitchen, Marketing and Reception team to forward plan calendar events like Mother's Day, Father's Day the Easter egg hunt, Easter, Halloween, Christmas etc.
* Create a memorable experience to enhance guests' satisfaction and loyalty and establish friendly relationships with regular guests.
* To promote all hotel amenities seeking opportunities to drive hotel revenue whilst enhancing guest experience.
* Assist with C & B events supporting the team during busy periods, assisting with group check- ins, check-outs, luggage drops and key collections
* To meet and greet conference organisers at the commencement of and throughout their stay to ensure they receive the services they require.
* To assist in ensuring we are ready for show rounds, attending to guests and VIP's
Customer Service
* To ensure all customers are treated in a professional, friendly, and courteous manner.
* To attend and contribute to all daily/weekly meetings.
* To be a good example of the company dress code and appearance standards.
* Ensure communication procedures are effective and efficient on a day-to-day basis, so that service standards are not compromised.
* To promote and report all guest feedback received from guests and implement continuous improvement, measuring results.
Personnel
* To take an active role as a team member, welcoming new colleagues, assisting with their training and participating fully in all ongoing training initiatives.
* As part of the larger team in maintaining the standards of the venue, to be available for any reasonable assistance you may be requested to give in other areas of the hotel as business demands.
Health and Safety
* To ensure completion of all H&S related training on time and to attend any relevant meetings.
General Responsibilities
* To ensure the accuracy of all information and respect its confidentiality.
* To carry out any other duties as reasonably requested by your Management Team.
* To ensure that you maintain high standards of guest care, both to internal and external guests and be aware of satisfiers and dissatisfiers for each.
* As part of the larger team involved in maintaining the standards of the hotel, to be available for
any reasonable assistance you may be requested to give in other areas of the hotel as business demands.
Job Type: Full-time
Pay: £27,000.00 per year
Benefits:
* Canteen
* Company events
* Company pension
* Discounted or free food
* Employee discount
* Free parking
* Gym membership
* Life insurance
* On-site parking
* Referral programme
Ability to commute/relocate:
* Milton Keynes MK17 0PH: reliably commute or plan to relocate before starting work (required)
Work Location: In person