Hotel Receptionist Liverpool, England
Job description
Job description
Title: Receptionist
Department: Front Office
Contract: Full Time, Permanent
Location: Pullman Liverpool (Kings Dock, L3)
Tier: Team Member
Salary: £20,592
Focus
The 4-star Pullman Liverpool Hotel is located at Kings Dock on Liverpool's world famous waterfront. Boasting an incredible location in the heart of the city this hotel truly is a Jewel in the Accor brand portfolio. Pullman is a stylish and in tune luxury brand with a focus on inspiring a new generation of business travellers and business leaders. Hyper-connected and sophisticated explorers, every day they invent new ways of doing business worldwide. The world is their playground and every moment is an opportunity. Their life is a mix of business and pleasure, a balance of efficiency and personal well-being.
As Receptionist your main objective is to deliver a guest experience that is unique and brings the brand to life. At Pullman Liverpool we want our guests to do their best, achieve their goals and be recognised for their success. To help them we need you to recognise the guest and help them feel valued and important.
Main responsibilities
Support the hotel’s front of house function; to perform front office, reception and information operations, applying the organisational operational procedures as defined by Reception Shift Leaders and the Reception Manager. To promote the Pullman brand philosophy through an exemplary attitude, behaviour, appearance and communication skills. To take care of guests from their arrival through to their departure.
Customer Care
- To be present and visible in the lobby and easily identifiable by guests as the person to whom they should go to
- Contribute to guest satisfaction and guest relations, whilst taking care to respect administrative procedures
- Anticipate guest needs and take them into consideration. Handle guest requests for information and provide answers, putting them in contact with the appropriate people
- Handle any customer objections, comments or complaints; providing a response as soon as possible while the guest is still at the hotel
- Collect and input information on guests, to improve future visits to the hotel
- Ensure that all soft benefits are offered to each Le Club member accordingly and targets are met
Professional Techniques/Production
- Manage the flow of hotel guests, keeping waiting times to a minimum
- Make the guest’s stay easier, providing appropriate information and solutions to meet their needs
- Take care of the arrival and departure processes for guests in compliance with Welcome Project procedures
- Inform guests about the formalities and any particular conditions relating to their stay and the services available in the hotel
- Ensure all service and quality standards are upheld
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
- Handle phone calls efficiently and pass on information as necessary to other departments (floor staff, technical etc) and to other members of the front of house team
- Ensure that all guest documentation is up to date and available
- Handle reservations for all points of sale as needed
- Is the point of contact for information, for hotel customers and also concerning them
Commercial/Sales
- To promote the hotel and identify upselling opportunities. Help meet the departments quantitative targets though sales effort
- Apply and actively support the hotel’s pricing policy in order to increase REVPAR
- Promote the brand and/or group loyalty programme, adapting the sales pitch to suit the guest’s needs
- Encourage synergy within the marketplace by applying the inter-hotel coordination policy
- Conduct visits of the hotel and points of sale and give feedback to the Sales department
Hygiene/Personal Safety/Environment & General Duties
- Ensure that the workplace remain clean and tidy
- Ensure compliance with local laws and safety regulations
- Know and apply the hotel’s safety regulations (in case of fire etc)
- Ensure the safety of people and property
- Respect the hotel’s commitments to the “Environmental Charter” (saving energy, recycling, sorting waste etc)
- To assist other departments where necessary
- To be committed to ongoing professional development
- To complete any reasonable task as required by the hotels Reception Manager or Shift Leader
Person Specification
To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- At least two years’ customer service experience, preferably in a Luxury Hotel environment
- Positive and welcoming attitude
- Excellent communication skills
- Exceptional interpersonal skills
- Extremely well organised and attention to detail
- Ability to work on your own and as part of a team
- Commitment to and passion for delivering high levels of customer service
- Must speak fluent English. Other languages preferred
- The right candidate will have competent use of all the Microsoft suite products
- Experience of working with Opera is preferential
It would be advantageous in this position for you to demonstrate the following capabilities/distinctions:
- A qualification in Hotel Management/Business Administration
- Fluent in a second language
In return, Pullman Liverpool will give you a competitive salary and opportunities to learn new skills and grow your career. On top of this, you’ll join a team of positive professionals who are full of energy, so you will feel motivated to come to work every day. If this sounds like the perfect move for you, apply now!
Job Types: Full-time, Permanent
Salary: £20,592.00 per year
Benefits:
- Company events
- Discounted or free food
- Employee discount
- Free or subsidised travel
- Gym membership
- On-site parking
- Referral programme
- Wellness programme
Schedule:
- Day shift
- Monday to Friday
- Night shift
- Weekend availability
Ability to commute/relocate:
- Liverpool, L3 4FP: reliably commute or plan to relocate before starting work (required)
Work Location: In person
