General description
The main purposes of the hotel reception area’s staff are to respond courteously to guests’ requests, play a part in the general running of the reception desk and help the General Manager to maintain a smooth room bookings service.
Main tasks and responsibilities
To undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.
To deal with guest requests to ensure a comfortable and pleasant stay.
To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
To be responsible for accurate and efficient accounts and guest billing processes.
To assist in keeping the hotel reception area clean and tidy at all times.
To undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area.
To ensure that all reservations and cancellations are processed efficiently.
To report any maintenance, breakage or cleanliness problems to the relevant manager.
To administer the general petty cash system and float in an accurate manner.
To adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire.
To undertake any other ad-hoc duties relevant to the post, as and when required.
Skills and experience required
Fluent English
A friendly and welcoming approach
High standards of dress and presentation
Ability to remain calm during difficult situations or in a very busy environment
The ability to work unsupervised
Excellent interpersonal skills, including a pleasant telephone manner
Good administrative skills and the ability to use email and booking systems
Good team working skills
Previous experience in hospitality
Flexibility with the hours and the team
Fluent foreign language - Italian, Spanish or French is an advantage
Working hours
shifts (08.00-16.00 or 16.00-12.00)