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Job description

Position:
Hotel Receptionist GSA
25 hours per week | Royal Ashton Hotel, Taunton

Flexible part time hours including some weekends

Position Summary:
The Hotel Receptionist 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 customer service experience is delivered to our guests.

Qualifications for the role:

• No previous experience required although would be advantageous
• Must have strong organisational and office administrative skills
• Must have excellent customer service skills
• Must be highly personable with the ability to build relationships at all levels of the business
• Must have a meticulous attention to detail
• Must be able to work on their own initiative
• Must have excellent communication skills adaptable to a wide range of audiences
• Must be proficient in IT/Microsoft Office and payment handling

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.

Your entitlements:

You will belong to Job Level 4 – Hourly Paid Team Member
Your compensation and benefits are embodied in your employment contract

Job Types: Part-time, Permanent
Part-time hours: 25 per week

Salary: £10.92 per hour

Work Location: In person

About HOST 2

Revenue: Unknown / Non-Applicable
Size: 201 to 500 Employees
Type: Company - Private
Website: www.host-somerset.co.uk