Hotel Reception Team Member Sunderland, North East England
Job description
Avaliable Job Today Main Responsibilities and Duties:
Previous Hotel Reception Experience - Essential
Operational
1
Welcome and fulfil the check-in process for Guests and group arrivals (OnQ)
2
Complete the check-out process for departing guests using the hotel systems
3
Manage, effectively and efficiently, Guest requests, inquiries, and complaints
4
Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events
5
Maximize sales revenues through up-selling and marketing programs
6
Perform general incoming communication duties, including taking reservations via telephone and electronic registration systems
7
Audit, post and balance daily cashiers’ work for outlets
8
Ensure credit card system reconciles to daily transaction list
9
Schedule, assign daily work, inform and train team members
10
Monitor, observe and assist in evaluating team member performance
11
Able to work in all areas of Food and Beverage including Bar, Restaurant, Room Service and Conference and Events including the set up and servicing of these facilities
12
Welcome guests in a polite and friendly manner
13
Take and deliver customer orders, consistently demonstrating high levels of customer service
14
Prepare set ups for tables and/or rooms
15
Follow cash handling procedures
16
Manage guest queries in a timely and efficient manner
17
Up-sell with latest departmental incentives
18
Ensure compliance of brand standards
19
Strive to achieve departmental targets
20
Ensure cleanliness of work areas
21
Comply with hotel security, fire regulations and all health and safety legislation
22
Comply with local licensing laws
23
Be environmentally aware including following all guidance and understanding of the recent Global Pandemic. You must ensure you wear PPE which is provided at all times
24
Assist other departments wherever necessary and maintain good working relationships
25
Work flexible hours in accordance with the departmental rota – due to the nature of our business, work schedules and demands of the position may vary from time to time
26
Completing of floor walks while on shift
Managing Customer Care
1
To promote efficiency, confidence and courtesy within the department
2
To generally promote and ensure good inter-departmental relations
3
Have a detailed and up to date knowledge of all hotel services and functions at all times
4
Ensure guest requests are carried out in a timely, efficient and professional manner
5
Adhere to high standards of personal hygiene and dress according to company dress code, as some guest contact will occur
6
To display a pleasant manner and positive attitude at all times and to promote a good company image to colleagues
7
To promote a professional and progressive relationship with all hotel suppliers ensuring mutual respect is maintained through positive interaction
Standards
1
Follow all policies, procedures and systems for finance procedures ensuring any relevant standards are implemented
2
To continuously review areas of responsibility against standard operation procedures, produce and review resulting action plans
3
To develop and implement action plans to address any shortfall in standards
4
Actively seek ways to improve the operation, agree and implement any resulting factors
Team and Personal Development
1
Work together with the Front of House Team to achieve team goals and increase the productivity of the department
2
Agree goals with Front of House Manager on an annual basis and work to achieve these goals
3
Identify training and development needs which will assist you in achieving your work and personal goals
4
Gather evidence of your work and/or development to show at appraisals and job chats
5
Attend hotel and team meetings when required to do so and put into action the outcomes of these meetings
6
Hand over any relevant information to the necessary departments and co-workers
7
To undertake training requirements for new and existing members of staff and the retraining of existing staff as directed by the Senior Management Team
8
Promote a culture where ideas are welcome and implemented by managers and staff
9
Participate in own continual and professional development
Financial Performance
1
Ensure all finance procedures are in place and relevant people are informed of discrepancies, etc
2
To follow relevant Company control procedures, including Hilton’s SOP and LSOP’s
3
Ensure correct stock rotation and labelling of all stock/products
4
Upselling is a must at all times
5
Understanding the financial processes including the importance of Audit and control measures
Sales
1
To identify and action any potential sales leads
2
To maximise sales within the hotel
Legal Responsibilities
1
Health and Safety: work with the Front of House Manager to ensure that all risk assessments are completed in finance offices and areas and are reviewed at least on an annual basis, or according to risk assessment guidelines
2
Encourage safe working practices and the cleanliness and neatness of the all working areas
3
Maintain high standards of personal cleanliness and wear proper uniform at all times (including name badge) and adhere to the hotel’s grooming standards
4
Understand the hotel’s fire and evacuation procedures and attend fire training when requested to do so (at least every 3 months)
5
Be aware of your own health and safety and that of your surroundings
6
Report any defects in equipment using the maintenance reporting procedures
7
Understand the hotel’s fire and safety procedures
8
Ensure all health and safety and fire training is completed by all staff members following legislation and best practice information
9
To report and investigate all near misses, accidents and reportable incidents while on duty
10
Ensure that all employment documentation is completed following company standards to ensure compliance with employment, discrimination, health and safety law, etc
Job Types: Part-time, Permanent
Part-time hours: 24 per week
Salary: £10.00 per hour
Benefits:
- Company pension
- Discounted or free food
- Employee discount
Schedule:
- Weekend availability
Work Location: One location
Reference ID: GP/DN/0222/1059
