Receptionist London, England
Job description
At the Ambassadors Bloomsbury, we stand out together as one team and make memorable moments for our guests.
A warm welcome, a happy smile, a positive Yes I Can! attitude and a natural host.
Our receptionists are the face of our hotel, and they know that our guests are number one.
Main Responsibilities and Duties
Operations
1.Handle guest check-ins efficiently and professionally following Front Office Standard Operating procedures having a thorough knowledge of all registration requirements.
2.Handle guest check-outs efficiently and professionally and following Front Office Standard Operating procedures.
3. 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.
4.Complete all duties on the reception/cashier checklists.
5.Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers, unless authorised to do so.
6.Develop a working knowledge of the Property Management system.
7.Always use correct telephone standards.
8.Read and initial the daily handover to keep updated of current information. Attend departmental meetings.
9.Attend training sessions as requested – ensure you complete the annual training sessions.
10.Have a thorough knowledge of the PMS system, telephone systems, TV systems, card systems.
11.Assist Reservations department where required and requested.
12.Take reservation calls as per hotel Standards
Customer Care
1.Be friendly, courteous and helpful to guests, managers and fellow associates at all times.
2.Have knowledge of room types and other facilities and guest services within the hotel
3.Ensure that a good relationship is kept between all other departments.
4.Handle any guest problems or complaints in a professional and hospitable manner.
5.Develop a thorough knowledge of the hotel property, hotel staff, hotel services and hours of operation.
6.Ensure guest requests are carried out in a timely, efficient and professional manner
7.Actively seek verbal feedback from customers and act on feedback both positive and constructive
8.Ensure the highest standard of (both internal and external) customer care is delivered at all times
9.To display a pleasant manner and positive attitude at all times and to promote a good company image to colleagues
Standards
1.Ensure that all Front Office standards are followed at all times.
2.To act on any actions implemented to address shortfalls in Front Office standards.
3.Actively seek ways to improve the front office operation and bring these to the attention of the Front of House Manager.
Team & Personal Development
1.Assist in the training of new team members when required.
2.Work together with the Front Office Team to achieve team goals and increase the productivity of the department.
3.Agree goals with your manager on an annual basis and work to achieve these goals.
4.Identify training and development needs that will assist you in achieving your work and personal goals.
5.Gather evidence of your work and/or development to show at appraisals and job chats.
6.To attend team and hotel meetings when required and put into action the outcomes of these meetings.
7.Hand over any relevant information to the necessary departments and associates.
Sales
1.Have knowledge of hotel rates, packages, discounts and vouchers.
2.To identify sales leads and pass to sales department for action.
3.Always follow revenue management schedule for selling rooms
Financial Performance
1.Adhere to the hotel credit policies and cash handling procedures
2.Ensure all extra charges are billed to relevant guest accounts.
3.Help to minimise operating costs by using equipment and products in accordance with Company or manufacturers guidelines.
Legal Responsibilities
1.Follow all Company policies and procedures.
2.Complete sign in and sign out sheets in accordance with fire evacuation procedures and legal requirements.
3.Ensure the cleanliness and neatness of the front desk and back office area
4.Maintain high standards of personal cleanliness and wear proper clothing at all times and adhere to the hotel’s grooming standards.
5.Understand the hotel’s fire and evacuation procedures and attend fire training when requested to do so.
6.Be aware of your own health and safety and that of your surroundings.
7.Report any defects in equipment using the maintenance reporting procedures.
8.Report any health or safety issues/hazards to your manager.
9.Report all accidents and near misses to your manager – ensure these are recorded in the accident book.
Job Types: Full-time, Permanent
Salary: £22,000.00 per year
Benefits:
- Company pension
- Discounted or free food
- Employee discount
Schedule:
- 8 hour shift
Experience:
- Hotel & Accommodations Guest Services Staff: 1 year (preferred)
Work Location: In person
