Job purpose
To be totally customer focused by consistently delivering excellent customer service with an informed, friendly and effective approach.
To ensure the smooth running of the Reception Desk, whilst achieving maximum revenue and guest satisfaction. To maintain standards of customer care as laid down by hotel and company standards.
Key responsibilities
- To ensure all guests on their arrival receive a warm welcome and are assisted in a courteous, helpful manner with registration and when checking out of the hotel.
- To ensure room sales are maximised by dealing with all enquiries/chance guests/sales leads in accordance with procedures set in the Reception Standards manual.
- To take reservations and other enquiries to the company standard during periods when the Customer Sales Centre is unmanned or busy, ensuring all information is correctly recorded.
- To be consistently aware of the hotel’s and local availability. To maximise all opportunities to sell rooms at the best possible rate.
- To ensure all guest accounts are monitored and posted with correct charges and have supporting documentation.
- To ensure the hotel switchboard is answered as per company standard, ensuring that all messages are correctly handled and processed to guest rooms immediately.
- To be fully aware of hotel facilities and activities and promote wherever possible.
- To ensure that guests throughout their stay are assisted in a friendly and professional manner and any guest complaints are reported to the Guest Relations Manager.
- To be fully aware of the hotel cash handling and credit procedures and to account for any discrepancies at the end of the shift.
- To ensure good working relationships with colleagues in the Reception area and other departments of the hotel.
- To ensure security procedures regarding guest valuables, departmental keys and floats are strictly adhered to at all times.
- To ensure that upon arrival the details of each guest’s stay are accurate and any special requirements have been actioned.
- To participate with training and coaching of team members as required. This includes recording of training.
- To deal effectively with all queries relating to your shift as required.
- Consistently deliver Superior Customer Service through our Customer Service Programme.
- To attend training when required
- To comply with your responsibilities under the Regulatory Reform (Fire Safety) Order 2005 as detailed in the Fire Safety Management System, a copy of which can be found in the hotel or accessed on the intranet.
- To be fully aware of and strictly adhere to Health and Safety, fire and bomb threat and security procedures.
- To be fully aware of and comply with hotel and company rules and regulations as identified in the team member handbook.