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Job description

General scope of the role

To be totally customer focused, through positive leadership of the front desk team and delivering an efficient and effective reception function.

To gain experience in all sections of the housekeeping department and ensure company and legal requirements are maintained at all times.

To promote the company values and behaviours at all times.

Skills, knowledge and qualification

·Previous experience working in a similar role within a fast-paced environment

·Experience required may vary based on size and complexity of operation

·Good communications skills with a good command of the English language

·Outstanding customer service skills with the ability to anticipate guests needs

·A strong leader capable of motivating and influencing others to work to defined procedures and standards

·A team player able to work to defined procedures and standards

·Results focused with a desire to succeed

·IT skills including Word and Excel

Key Responsibilities

·Providing mentoring, coaching and provide regular feedback to drive continuous improvements to team member performance

· Supporting the Front Desk Manager with staff training on quality and service standards and leading the Reception team in proving a consistently Outstanding Reception function

·Manage the department in the absence of the Front Desk Manager

·Assisting all guests as part of check-in and responding to any queries guests may have, with a focus on delivering a consistently Outstanding guest experience

·Promoting a culture that anticipates customer needs wherever possible and to react to these to enhance customer satisfaction

·Following SOPs to ensure a consistent check-in and departure for all guests

·Keeping up to date with hotel facilities, promotions and the local market area, so as to be able to effectively assist guests

·Process and receive telephone walking reservations accurately

· Demonstrating a sales mentality to selling bedroom and conferences, and maximizing occupancy, average rates and yield where appropriate

·Understanding the wider Axiom Hospitality business and keeping up to date with the hotel’s sales strategy and promotions, passing on leads to the sales team.

· Focused enrolments and drive this with the team

·Drive Customer Service Scores through efficient service and communication with the guest and other departments

·Drive all brand specific goals and targets

·Assist all guests in a sincere and courteous manner, wherever possible going the extra mile to ensure guest satisfaction

·Assist F&B Team during breakfast times, maintain high standard of cleanliness of the kitchen

·Deal with guests promptly upon arrival and departure, as per SOPs for check in and out procedures

·Demonstrate a working knowledge of all services and facilities of the hotel, as well as local area therefore ensuring our guests are assisted effectively.

·Professionally and competently operate the telephone system in line with both operating and Core Standards.

·Professional appearance and manner to all visitors, resulting in positive PR both internally and externally

·Perform all guest accounting functions according to the Company and Hotel policies and procedures, ensuring all guest accounts are complete and accurate

·Adhere to the Company Credit Policy.

·Receive and process telephone and walk in reservations accurately

·Understand the business and keep up to date with hotel’s sales selling strategy and

·Identify possible sales leads and pass to sales team

·Must attend all H & S and Fire training as directed by designated Line Manager

·Understand the importance of adhering to company policy with reference to hazard spotting, first aid reporting, and reporting accidents

·To have a complete understanding of hotel and Company procedure in the event of a fire

·To ensure the Company Health and Safety, Food Safety and COSHH legislation are adhered to; this will involve action and appropriate training

·Must be aware of departmental and relevant hotel facilities, restaurant/bar opening times, disabled facilities and room types etc

·Knowledge of local area i.e. local shops and places of interest

·Know who to direct guests to if unable to answer queries

·Carrying out fire tours of the hotel

·Ensuring all public areas are kept tidy and clean

·Ensuring Direct Bills are sent out

·Ensuring banking has been completed and any discrepancies reported to Line Manager

·Completing all tasks as per the departmental checklist including cleaning tasks

·Ensuring to perform any other reasonable tasks requested by the Line Manager

Safety and Security

·Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.

·Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).

·Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

·Use proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.

·Complete appropriate safety training and certifications to perform work tasks

Policies and Procedures

·Protect the privacy and security of guests and co-workers.

·Maintain confidentiality of proprietary materials and information.

·Follow company and department policies and procedures.

·Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.

·Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures

Guest Relations

· Address guests' service needs in a professional, positive, and timely manner.

· Assist other employees to ensure proper coverage and prompt guest service. Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

·Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

·Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

·Thank guests with genuine appreciation and provide a fond farewell.

Communication

·Speak to guests and co-workers using clear, appropriate and professional language.

·Exchange information with other employees using electronic devices.

·Talk with and listen to other employees to effectively exchange information.

·Discuss work topics, activities, or problems with co-workers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

· Provide assistance to co-workers, ensuring they understand their tasks.

· Prepare and review written documents (e.g., daily logs, trackers, memo’s, reports), including proofreading and editing written information to ensure accuracy and completeness.

Assists Management

·Assign and ensure work tasks are completed on time and that they meet appropriate quality standards.

·Working with Others

·Support all co-workers and treat them with dignity and respect.

·Partner with and assist others to promote an environment of teamwork and achieve common goals.

·Develop and maintain positive and productive working relationships with other employees and departments.

·Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.

Quality Assurance/Quality Improvement

·Comply with quality assurance expectations and standards.

· Perform rooms checks in line with brand standard and share feedback with Housekeeping Attendants.

Physical Tasks

·Stand, sit, or walk for an extended period of time or for an entire work shift.

·Enter and locate work-related information using computers and/or point of sale systems.

Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Job Types: Full-time, Permanent

Salary: From £12.98 per hour

Benefits:

• Discounted or free food
• Referral programme

Schedule:

• 8 hour shift

Work Location: In person