receptionist Manchester, England
Job description
This role? It’s ALL about the guest and delivering an outstanding service for them during the night.
Outstanding being safe, hospitable and a positively memorable experience. You’ll be playing a key role in supporting your hotel achieving its performance metrics and objectives – and you’ll care about doing so, along with an incredible Nights team.
What you’ll be doing as a Nights Receptionist/Porter
- Ensuring that all guests experience an outstanding level of service during out-of-hours
- Ensuring that every guest experiences a safe visit
- Exceeding all expectations surrounding cleanliness and aesthetics inclduing supporting the clear down and setup of various areas when necessary
- Engage, build and develop relationships with late check-in guests, assessing their needs and flexing style and approach appropriately
- Ensuring all repeat guests, priority members and VIP’s receive recognition and appreciation
- Being attentive to all guests and looking for opportunities to up-sell and make recommendations to enhance their experience
- Demonstrating a sales mentality to selling bedrooms, ME and FB including making recommendations for guests to upgrade, dine in the restaurant, upgrade to breakfast or sell a meeting room
- Responding to any guest complaints (these will be few and far between because of how incredible the service is you will be delivering!) and finding ways to turnaround any negative feedback
- Processing telephone or walk-in reservations accurately
- Looking for ways to deliver continuous improvements to the guest experience.
What’ll make you a great fit
- You’ll need to be a night owl given the hours you’ll be working
- It doesn’t matter where you’ve gained your experience, as long as you are driven and have incredible customer service abilities and confidence to anticipate and deliver on guests needs
- You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
- You’ll love people – and as a result, have great interpersonal and communication skills
- Details? You love them! You’ll be incredibly attentive with guests as a result
- Flexible and able to remain focused on results under pressure and to challenging deadlines
- Self-motivated and confident
- Hard-working but FUN!
The Holiday Inn Manchester City Centre is a 4 star 298 bedroomed Hotel located in the City Centre, less than a 5 minute walk from Piccadilly Railway Station, with 12 event rooms that cater up to 150 people, along with two canal side terraces for outside events. Consistently ranked in the top six on Tripadvisor and named number one Holiday Inn in the UK for three years running.
