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receptionist Cheltenham, England

HOST 2

Full Time Cheltenham, England 22714 - 12.04 GBP HOURLY Today

Job description

Position:

Hotel Night Receptionist/ Porter

Full time - 4 nights on 4 nights off

Meets National Living Wage

Position Summary:
The Night Porter GSA reports to the Hotel Manager and is responsible for supporting the successful performance of the Hotel by ensuring a professional, friendly and highly efficient experience is delivered to our guests.

Qualifications for the role:

· No previous experience required although would be advantageous

· Must have excellent customer service skills

· Must be skilled in hotel room cleaning to the highest of standards

· Must have a meticulous attention to detail

· Must be able to work on their own initiative

· Must have excellent communication skills

Duties and Responsibilities:

Create and sustain a work environment that embraces the mission, culture and values of the business and consistently role models those behaviours
Ensures fair and equitable treatment of all Team Members in line with the business’ equality and diversity policies and procedures.
Supporting the Hotel Manager in all areas
Supports Managers and fellow colleagues maintain the defined standards. Works with colleagues at all levels to deliver a consistent level of quality service.
Knowledgeable of all reservations and Front Office policies and procedures
Responsible for the entirety of the customer journey from making a booking and pre-arrival through to the departure
Process all aspects of guest bookings from new bookings, extensions, cancellations and amendments
Process no shows and cancelled reservations inline with current terms and conditions
Provide an efficient checking in and out process for all guests accommodating special requests whenever possible
Ensures any relevant information is handed over to the following shift to ensure consistency of service to the guests
Thoroughly understand and adhere to all cash handling and payment policies and procedures
Ensure daily checklists are completed in a timely fashion to ensure no tasks are handed over to the following shift
Maintain clear and effective communication channels with all other departments and subcontractors
Always maintain a friendly yet professional relationship with hotel guests, visitors and fellow colleagues
Handle and resolve guest complaints proactively and in a professional manner
Keep abreast of any current guest complaints and advocate solutions to maximise guest satisfaction
Maintain a neat and tidy Front Desk area
Ensures all written and verbal communication is professional in tone and suitable for its audience
Receipt, record and distribution of any post and packages delivered to the Front Office
Ensure they are knowledgeable as to the requirements of the relevant standard operation procedures (SOPS)
Coordinate room status updates with the housekeeping department and complete checks on the rooms
Knowledgeable of the hotel and guest accommodation facilities and services provided
Competency in using all Front Office equipment
Escalate anything unusual to management
Use of mail, package, and messaging handling procedures
Keep abreast of all activities and meetings scheduled at the hotel each day
Attend department meetings where required
Knowledgeable of the department’s safety and emergency procedures
Manage lost property in accordance with the lost property standard operating procedure
Drive engagement on our hotel’s social media platforms with targeted posts and continually growing the company’s social media presence
Any other duties reasonably required of you to support the department or business as needed.