Job Description

Key Responsibilities:

Basic Duties:

Guest Relations:

Provide a warm welcome to all guests and visitors, ensuring their first impression of the hotel is positive and professional. Act as the main point of contact for hotel guests, handling inquiries and resolving issues with courtesy and efficiency.

Reception Management:

Efficiently manage the check-in and check-out process, ensuring guest details and requirements are accurately recorded in the system. Answer telephone calls promptly and professionally, transferring calls as needed.

Cleanliness and Presentation:

Maintain cleanliness and the organisation of public areas after guests retire, ensuring the space is returned to its standard layout. Uphold personal hygiene and departmental hygiene standards at all times.

Local Knowledge:

Be knowledgeable about local attractions, directions, and facilities, providing guests with accurate and helpful information.

General Duties:

Allocate bedrooms according to special guest requests and manage room assignments. Undertake Duty Manager responsibilities, supporting hotel operations during shifts. Assist the Reception Manager with Scheduling. Ensure smooth and professional phone handling, answering within three rings and directing calls appropriately. Perform administrative duties, including typing and other tasks as assigned. Verify guest satisfaction with billing and process payments accurately. Manage daily banking, secure reception funds, and validate credit card payments. Address special guest requests, such as arranging flowers or personalised experiences. Handle complaints professionally, escalating to the Front of House Manager when necessary. Promote hotel services and amenities through upselling opportunities. Encourage guests to return through personalised and thoughtful service. Ensure proper documentation of guest bills with all supporting dockets. Adhere to the hotel uniform policy, maintaining a neat and professional appearance.

'One of a Kind' Hospitality:

Greet all guests by name whenever possible, offering a personal touch. Acknowledge all guests within five seconds through speech or positive expressions like a smile. Engage with guests while they wait, offering help with luggage and striking friendly conversations. Pay special attention to young guests, making them feel valued and included.

Skills and Qualifications:

Proven experience in a reception or front-of-house role, with leadership responsibilities preferred. Strong organisational skills and the ability to multitask in a fast-paced environment. Excellent communication and interpersonal skills. Proficiency in hotel management systems and basic office software. A proactive approach to customer service with a warm and approachable demeanor.
Job Types: Full-time, Permanent

Pay: 28,183.46

Benefits:

Canteen Employee discount Free fitness classes Free parking Gym membership On-site gym On-site parking Sick pay Store discount
Schedule:

8 hour shift Day shift Night shift Weekend
Job Types: Full-time, Permanent

Pay: 28,183.46 per year

Benefits:

Canteen Employee discount Free fitness classes Free parking Gym membership On-site gym On-site parking Sick pay Store discount
Schedule:

8 hour shift Day shift Every weekend Night shift
Work Location: In person

Reference ID: Crow Wood Hotel Reception Supervisor