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The Diglis House Hotel

Job Description – Head Receptionist

Job Title: Head Receptionist

Department: Reception/Office

Reports to: Front Office Manager

Summary of Position

Support the Front Office Manager with the smooth running of the reception desk ensuring that excellent customer service is delivered at all times. Liaising with other departments where appropriate and maximising the occupancy of the hotel at all times.

Hours of Work:

Flexible

Primary Responsibilities

· Answering the switchboard and transferring calls as required

· Preparing guest accounts and restaurant bills, ensuring they are all kept up to date

· Taking guest reservations and entering them into the computer ensuring the availability is correct at all times

· Taking payments for guest accounts, restaurant bills, balancing and banking the money and PDQ at the end of every shift

· Dealing with guest requests and enquiries on a one to one basis and over the telephone

· Checking in guests and checking out guests in the correct manner ensuring all procedures are followed correctly

· Dealing with any problems or complaints in the correct manner and passing the information on to the relevant people immediately

· Taking accurate messages and ensuring they are passed on correctly and efficiently

· Training of new staff team members

· Ensuring the weekly rota is completed and the department covered

· Balancing the monies/floats etc and ensuring there is adequate change available

· Agreeing and authorizing booking agent commission invoices

· Ensuring all group booking are correct with the FO Manager

· Oversee the reception desk with a view to ultimate guest satisfaction – deal with queries.

· Develop relations with existing customers to ensure a high level of future repeat business.

· Periodically run housekeeping systems on the in-house computer system to ensure full utilization and optimum performance of the system.

· Liaise with IT, PDQ, Guestline and telephone support representatives to maintain systems in full working order.

· Maintaining a reliable database of all guest information and using it to maximise business opportunities, in compliance with the Data Protection Act.

· Any ad-hoc duties as may be requested at any time

All the above to be done in conjunction with the Company Health & Safety procedures as detailed in the Staff Handbook and your company Contract.

Job Type: Full-time

Salary: £21,000.00-£23,000.00 per year

Benefits:

• Company pension
• Discounted or free food
• Employee discount
• On-site parking

Schedule:

• 8 hour shift

Supplemental pay types:

• Tips

Work Location: In person