Hotel Receptionist

Role Overview & Responsibilities

Reception / Front of House

Job Description

ABOUT US

Award-winning 96 bedroom waterfront Hotel, located on the banks of the Leeds Liverpool Canal in Skipton, the gateway to the beautiful Yorkshire Dales.

PURPOSE

Reports to Head Receptionist & Front Office Manager.

The Receptionist co-ordinates all activities at the Front Desk, i.e. ensures a smooth arrival and departure experience for all customers as well as reflect a positive image for all outside guests. He/ she works closely with the Head Receptionist & Front Office Manager.

MAIN DUTIES AND RESPONSIBILITIES

Key Performance Areas

Key Competencies

• General

• Customer Focus

• Planning and Organizing

• Leadership

• Communication

• Team Work

• Controls and Procedures

• Personnel and Development

Key Performance Areas:

General

• Reports to work within the requested time, prior to the commencement of duty, well groomed and dressed to the uniform standard.
• Demonstrates pride in the workplace with a high-level commitment.
• Treats all guests and colleagues in a polite and courteous manner at all times.
• Gives full cooperation to all guests, and assists in a prompt, caring and helpful manner.
• Anticipates guest’s needs wherever possible and reacts to these to enhance guest satisfaction.
• Promotes a helpful and professional image to the internal and external customer.
• Ascertain a high degree of guest satisfaction (to receive zero complaints about your department).
• Uses guest names whenever appropriate.
• Has a good knowledge of all the different types of rooms, hotel facilities, hours of operation, restaurants, shops and function rooms.
• Is well informed about special functions and events held in the hotel on a daily basis.
• Is aware of the hotel management, their office location, role and availability.
• Complies with the hotel’s legal requirements for fire, bomb threats and Health & Safety and is fully aware of all emergency procedures.
• Attends all training sessions as required.
• Keeps work areas clean and tidy at all times.
• Is fully aware of the national history of Skipton, places of interest, shopping areas, etc.
• Maintains professional confidentiality and never disclose any secrets pertaining to the Company.
• Handles emergency cases according to the established policies and procedures, e.g. fire safety, beach / pool emergency, medical care, bomb alarm etc.
• Carries out any reasonable duties as requested by a senior manager.
• Ensures that the “Product Standards” are followed as trained.

Planning and Organizing

• Supervises all Front Office procedures that are carried out, and ensures staff work according to pre-set standards and procedures at all times.
• Allocates rooms giving priority to special guests, VIP and regular guests. Considers special requests like interconnecting, adjacent, non-smoking, high and low floor.
• Ensures that VIP and regular guests are pre- registered.
• Liaise with Head Receptionist & Front Office Manager when required regarding overbooking the hotel and ensures book-outs are carried out according to hotel policy.
• Familiarized with all FO sections related procedures such as Rezlynx and Switchboard to be able to cover if necessary.
• Monitor and correct performance of Front Office team to ensure our guests receive a fast, efficient and friendly welcome and farewell.

Communication

• Is aware of the hotel occupancy and average room rate today, month to-date and performance against budget requirements and selling strategy.
• Ensures all guest needs are being dealt with immediately, complaints are accepted and followed up according to standards and recorded in a logbook, and all guest queries and requests are handled in a polite, efficient manner. Updates guest profiles in our PMS accordingly.
• Ensures all arriving and departing customers are met by a member of staff and are helped in case of any inquiries.
• Ensures all refused business is recorded with reason of its refusal.
• Reports any maintenance faults to the Engineering Department and make necessary follow-up.
• Prepares and send “late charge” letters.
• Ensures the Head Receptionist & Front Office Manager is kept informed of all developments

Procedures and Controls

• Ensures all duty shift procedures are carried out and recorded on shift checklists.
• Checks due outs and room discrepancies regularly.
• Checks- in and registers guests accurately in accordance with established policy and procedures including payment methods.
• Enforces and follows the hotel credit policy.
• Maximizes room sales and revenue while minimization of operational costs.

Key Competencies

Customer Focus

• Actively seeks feedback from customers rather than wait for complaints.
• Critically evaluates one’s own performance and consistently sets high standards.
• Insists on clarity of roles, functions and tasks.
• Ensures procedures are being followed.
• Consistently produces error free output.
• Is always concerned with maintaining standards accuracy and quality.

Team Work

• Willing to share freely knowledge, information, ideas and experience to assist others.
• Gives credit and recognition to others.
• Talks frequently about the importance of considering other departments as part of the overall team.
• Works with and supports others as part of a team both within and across functions.
• Understands the needs to work together to create an environment of cooperation and mutual responsibility.
• Encourages two way communications, confirms the message has been understood and seeks feedback.
• Convey a message, verbally or in writing to both individual and groups.
• Shows awareness / sensitivity/ tolerance towards cultural differences by moderating own cultural behaviors.
• Encourages teamwork within the ream as well as with other teams, departments and divisions

NOTE: This job description is not intended to be all-inclusive. The employee may perform other related duties as agreed to meet the ongoing needs of the company.

Job Type: Full-time

Salary: £20,000.00 per year

Benefits:

• Company pension
• Gym membership
• On-site parking

Flexible Language Requirement:

• English not required

Schedule:

• 8 hour shift
• Holidays
• Overtime
• Weekend availability

Supplemental pay types:

• Bonus scheme
• Tips
• Yearly bonus

Licence/Certification:

• Driving Licence (preferred)

Work Location: In person

Reference ID: Hotel Receptionist