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Job description

JOB DESCRIPTION

Receptionist

JOB TITLE:

REPORTING TO: Reception Manager

MAIN PURPOSE OF JOB: Consistent delivery of high standards of customer service.
Promotes a professional and positive image to guests..

GENERIC KEY ACCOUNTABILITIES: People

• To take pride in everything I do
• To consistently deliver outstanding hospitality
• To anticipate and react to the needs of our guests
• To be an ambassador for the Macdonald Brand
• To take ownership for my personal development and performance
• To contribute to the overall effectiveness and performance of my team

Product

• To consistently deliver Macdonald core standards which are relevant to my role
• To maintain a safe and clean environment
• To take responsibility for understanding our products and services
• To proactively look for ways to improve or enhance the guest experience
• To use feedback to improve my personal performance whilst activity encouraging feedback from others
• To give my full to support to company initiatives

Process

• To complete and act upon training (including statutory) in line with company policy and procedures
• To follow all processes assigned to my role ensuring full compliance
• To identify any barriers or challenges which may prevent me from delivering on agreed processes
• To take responsibility for keeping up to date with any changes in my department

Profit

• To have an awareness and understanding of operational costs related to the performance of my job role
• To look for ways to protect the profit of the organisation without compromising the guest experience

• Be aware of department objectives and ensure all sales opportunities are exploited (OWS)
• To promote the products and services to our guest at every opportunity
• Spot and act on every opportunity for sales
• To act upon any reasonable instructions from management as pertains to my job responsibilities

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JOB SPECIFIC ACCOUNTABILITIES: Customer Service:

• To ensure core and departmental standards areadhered to at all times
• To exceed customer expectations (Wow Factor).
• To give the hotel a lasting first and last impression.
• To ensure consistent, efficient and friendly service is given throughout a guests stay.
• Service maintained when front office systems go down.
• Ensure that the desk is manned at all times.
• Has a basic understanding of local attractions.

Communication:

• To perform a thorough handover at the end of each shift.
• To feedback positive and negative comments from
• guests to relevant departments
• To ensure any communication for a guest gets to them promptly
• To ensure calls are transferred to the relevant departments quickly and efficiently
• To ensure messages and bookings are taken and delivered promptly to other departments within the hotel
• To handle guest problems and queries in a professional manner.

Sales:

• To maximise every opportunity to capture revenue
• To be fully aware of how to make a reservation.
• To know how to handle an ‘ out of hours’ conference or wedding enquiry professionally
• Ensures to upsell at all relevant opportunities, to enhance to guest stay and the benefit of the hotel.
• To proactively listen for sales leads and pass to the relevant department.

Systems:

• To have an excellent understanding of the hotel Front

Office System

• To have a basic knowledge of Word, Excel and

Outlook and know how to locate various documents.

• To understand the switchboard and telephone systems.
• To know how to access the relevant helpdesks if any

systems go down

• Carry out departmental check list in accordance with departmental procedures.
• To have a basic understanding of the back up system
• To have a clear understanding for all systems that interlink with reception - such as interfaces, servers, printers, POS systems, minibar, vincards, servebase
• Complete the Centre of excellence training programme inline with system skills.
• Security:
• To ensure that cash and key handling procedures are being carried out in accordance with departmental standards
• In compliance with the data protection act, keep all guest information private.
• To ensure hotel procedures are followed with regards to guest property.

Health & Safety:

• To be aware of specific departmental Health & Safety regulations.
• Carry out risk assessments within the department with the department manager.
• Manage any Health & Safety issues and report to the necessary person.
• To have a full understanding of the emergency procedures

KEY MEASURES: Mystery Guest Reports

• Test Call Results (Both formal and performed by reception manager)
• Guest Feedback Forms
• Talkback Surveys
• AA scores
• System Audits

I have read and fully understood the responsibilities and accountabilities related to my role.

Date: __________________________________

Position: __________________________________

Printed Name: __________________________________

Signature: __________________________________

Job Type: Full-time

Salary: £10.00-£11.00 per hour

Benefits:

• Company pension
• Discounted or free food
• Employee discount
• Flexitime
• Gym membership
• On-site parking

Schedule:

• 8 hour shift
• Flexitime
• Weekend availability

Ability to commute/relocate:

• Ascot: reliably commute or plan to relocate before starting work (required)

Work Location: In person