Job title:
Receptionist
Department:
Front Office
Purpose of job:
Under the general guidelines of the
Assistant Manager, to provide a warm, friendly and efficient food and beverage service to our guests, ensuring exceptional service standards are delivered and maintained at all times in line with our guest expectations.
Reports to:
Assistant Manager
Key Responsibilities
* To reflect and enhance the hotels mission statement and objectives in all activities and to provide excellent service
* To carry out all Front Office duties to the standards as laid out in the department SOP manual
* To assist in achieving goals in relation to mystery audits and all customer feedback platform
* To ensure all guest profiles are updated and maintained in line with the hotels GDPR policy,
* To check in and check out guests to the agreed standard as laid down in the departmental game plan manual
* To answer and transfer calls to the agreed standard
* To maximise room revenue, through increased occupancy and increased room rates.
* To pass on any relevant information to other departments e.g. restaurant, accommodation and management
* To ensure all guests register to the agreed standard.
* To liaise with the housekeeper regarding room availability, late checkouts and extra departures etc.
* To ensure all messages are delivered to guests bedrooms
* To constantly review house status and take the necessary action
* To be professional in your approach to guests at all times
* To ensure all guests queries are handled promptly and efficiently
* To be aware of relevant competitor information and market changes to initiate changes to our services / rates as appropriate
* To constantly liaise with the housekeeping department to ensure all guest requests are attended to
* To ensure you are fully aware of any hotel promotions, corporate promotions or special activities going on in the hotel/area.
* To maintain own working area tidy and in good shape. To report defective materials and equipment to the appropriate individual
* To show respect for other team members
* To ensure all PM accounts are checked out daily.
* To carry out any duties as requested by the Assistant Manager Rooms/Reception Supervisor and General Manager
* To carry out any reasonable request from a member of the management team
Skills
Customer Service Skills Ability to work well as a team Attention to detail