Job Title: Hotel Receptionist
Responsible to: The Manager
2 days/week on permanent basis every Saturday and Sunday from 16:00 till 23:30 hours
Role and Responsibilities
More comprehensive details of particular aspects of the work can be found by reading the Instructions manuals and Policies. But the broad outlines of your duties are as below
• Selling rooms- This is of paramount importance. It entails doing your utmost to sell the company’s rooms at the best possible price, negotiating where necessary. Also includes personally showing rooms to clients and dealing with all enquiries with politeness and competence throughout.
• Selling any other services of the Company (e.g. Internet)
• Taking reservations, checking in/out clients.
• Opening/closing allocations and freesales on sites, amending rates and entering details on calendar with care and precision
• Responding without delay to enquiries by fax/phone/email
• Entering phone logs/other guest charges into computer
• Preparing service lists for Chambermaids; Checking on quality of room servicing at instruction of Manager and directing Chambermaids accordingly. Generally, to instruct Chambermaids on any aspect of their work where deemed necessary.
• Checking Advance reservations carefully
• Charging guests/clients in the correct way and time , collecting/ handling /accounting for cash and credit card payments; pursuing guests for payment where necessary.
• Handling and accounting for Petty Cash
• Generally to maintain all records/notes comprehensively as per your training
• Maintenance: If guest/chambermaid report a problem:
 First to investigate immediately and attempt to deal with it if it requires simple maintenance that you have been trained for. In particular, elementary heating/hot water checks, bulbs, TV problems etc
 If problem too complex, report it to Manager immediately if serious and in all cases list in Maintenance Book
• Monitoring reception supplies and ordering
• Ordering supplies requested by Chambermaids
• Checking incoming supplies
• Checking incoming linen and entering figures for outgoing linen
• Assist in moving luggage or other items in the company’s business premises wherever necessary and reasonable but always in accordance with the Instructions/memos and Health and Safety policies
• Informing Manager without delay if any query cant deal with, problem, rates etc
• Reading notes carefully and acting upon them when starting shift
• Writing notes carefully at end of shift, carrying forward all info that next staff member need to know
• To ensure that the reception and office including equipment are kept clean and tidy at all times
• Dealing politely and professionally with any complaints/issues from guests and ensuring that they receive the best possible quality of service in line with the Company’s standards. This is of paramount importance to the business.
• Dealing politely and professionally with agents/tour operators/contractors
• To provide a high level of service and hospitality to hotel guests, providing them with information on check-in and helping them with their requests throughout their stay. Maintaining confidentiality of their records.
• To maintain a smart and clean personal image
• To maintain the security practices and procedures of the business, including assessing if a potential guest poses any risk and enforcing hotel policy re non-admission of visitors to rooms where thought advisable and securing the premises whenever having to leave reception in the interests of both guests and the Company’s property.
• Being responsible for the evacuation of guests , notifying the Fire Brigade , and directing any chambermaid staff on the premises in case of any emergency. You will have to adhere to the training you are given in this respect as you will often be the only staff member on the Company’s property and therefore have sole responsibility
• To provide training and supervision of trainees whenever necessary ensuring that no trainee is asked to complete a task until they have been sufficiently trained to do so
• To work efficiently, respectfully and politely with all other Company staff and staff of sister hotels of the Company. In particular briefing incoming receptionist comprehensively on a shift change both verbally and in writing.
• To adhere to the Company’s policies, in particular Health and Safety, Harassment, Fire Drill
• Strictly not to embark on any personal work or recreation (including private emailing, internet surfing, reading/writing/viewing) during working hours , or having any personal visitors, without express permission of the Manager. Not to leave the Reception desk unattended except for necessary breaks and if the latter for reasonable time only and not so as to jeopardise the business or security of the Company’s business.
• To positively promote the name and image of the Company’s business at all times
• To undertake additional tasks and duties required by your Manager but falling within the general scope of your role, from time to time.