Newtown Park Hotel Wexford, Neville Park Hotel Group
Job Title: Front Office Receptionist
Department: Front Office
Reports To: Front Office Manager / Revenue Manager
Purpose of the Role
To consistently deliver the highest standards of service, ensuring all guests receive a warm, professional welcome and efficient assistance throughout their stay. To represent the hotel in a positive manner, supporting a guest-focused culture and contributing to the successful operation of the hotel.
Our Core Values
What Guides Us Each Day and at the core of everything we do is:
Care – We look after our guests and one another with kindness and respect.
Always Getting Better – We learn, grow, and challenge ourselves to improve.
Doing the Right Thing – We act with honesty and integrity, even when no one is watching.
Energy & Drive – We bring positivity and purpose to every shift.
Key Responsibilities
Guest Relations & Service Excellence
* Deliver exceptional customer service at all times, presenting a professional and friendly image.
* Provide clear and accurate information about hotel services, facilities, and local amenities.
* Respond promptly and professionally to guest enquiries, complaints, or issues, in person and via phone or email.
* Ensure a warm, courteous, and efficient check-in and check-out process for all guests.
* Handle guest arrivals (with and without reservations) efficiently and according to standard operating procedures.
* Promote hotel facilities and services and upsell where appropriate to enhance the guest experience.
Reception Operations
* Answer telephone calls within five rings using the correct greeting, and handle all calls in a professional and courteous manner.
* Complete all reservations and booking-related tasks in a timely, accurate, and guest-focused manner.
* Process guest accounts, payments, and foreign exchange according to company cash-handling procedures.
* Ensure correct and accurate use of the hotel PMS and maintain up-to-date records.
* Prepare and maintain guest folios, ensuring billing accuracy and data confidentiality at all times.
* Maintain control of guest room keys and security protocols.
* Monitor and report any issues with office equipment, systems, or procedures to management promptly.
* Record and safely store lost and found items following hotel policy.
* Liaise with Accommodation, Reservations, and Duty Managers regarding room allocations, special requests, and VIP guests.
Administration & Back Office
* Ensure the delivery of guest messages, mail, packages, and belongings is accurate and timely.
* Maintain cleanliness, order, and readiness in both front desk and back office areas.
* Ensure all documentation, reports, and logs are updated accurately and stored as per guidelines.
* Assist in meeting room preparation and administrative support when required.
Teamwork & Development
* Create and maintain positive, respectful relationships with colleagues and supervisors.
* Attend scheduled training, meetings, and briefings, and actively participate in ongoing development.
* Adhere to all departmental procedures and assist in their implementation and continuous improvement.
* Support other hotel departments as needed to ensure smooth operation, especially during peak periods.
Flexibility & Interchangeability
* Demonstrate flexibility in working hours and duties as required by the business.
* Support other departments when necessary to ensure overall hotel efficiency and guest satisfaction.
* Embrace full inter-departmental cooperation and interchangeability of roles where reasonably practicable.