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