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receptionist Castle Ashby, England

The Falcon Hotel

Full Time Castle Ashby, England 21736 - 12.04 GBP ANNUAL Today

Job description

At The Falcon Hotel, we strongly believe that our Family members are the key to our success, after all, our Family are the ones who deliver the promises that we make to both our customers and each other in our Guest and Family Charters. We all work as a team, with an understanding of what is expected from each of us and your job description provides the foundations for that. We do of course need to be flexible too so we can adapt as needed, after all that is what working as a team is all about.

Your Primary Purpose

The Receptionist role exists to ensure the smooth day to day running of the lobby, taking responsibility for reservations & general enquiries, and ensuring a positive first impression of The Falcon both in person, and over the phone or email. Receptionists will provide exceptional service to ensure guests’ requests are met and their expectations surpassed.

Your Key Responsibilities

Your key responsibilities in your role are:

Ensure every guest and visitor is greeted with a smile and a positive attitude to ensure a positive and welcoming first impression
Manage guest bookings using PMS Rezlynx Guestline ensuring accuracy and any special requests are captured
Ensure guests receive a smooth check-in and check-out process, showing guests to rooms and assisting with luggage where necessary
Maintain good product knowledge, including rooms, rates, packages, and promotions and share this information accurately when dealing with enquiries both on site and on the telephone

Convert room and food and beverage enquiries into bookings accurately and efficiently
Maximise room occupancy and utilise up-selling techniques to promote hotel services, wellness activities and facilities to maximise revenue
Liaise with the wellness and food and beverage teams to ensure guest requests and bookings are handled efficiently
Ensure hotel security, fire regulations and all health and safety legislations are adhered to at all times to ensure the safety of our guests and colleagues
Ensure cash and card payments are dealt with accurately and are PCI compliant

Manage and store guest data in line with GDPR obligations
Manage guest expectations and resolve any customer issues, escalate any serious complaints to the Reception Manager or Duty Manager
Create ‘Magical Moments’ where possible to enhance guest experience and encourage repeat custom

Your Behaviours, Competencies and Values:

Our values underpin everything that we do, they shape our culture and help us to focus on our attitude and behaviours and inspire us to be the best version of ourselves, both individually and as a team. Success in your role also means:

Flexibility & Achieving Change: Adapt to shifting priorities and respond to the needs of the business and guests

Guest Focus: each action you make will be with the guest experience in mind
Attention to Detail: Follow procedures closely and pay attention to detail in everything you do
Collaboration & Teamwork: Earn trust and credibility by completing your own share of the teams’ work
Continuous Quality and Performance Improvement: Establish personal standards for the quality of your own work by applying ‘best practices’
Problem Solving: Gather appropriate information and identify the cause of the problem before taking action or escalating the issue

Your Professional Skills and Experience:

Your professional skills and experience will include:

Exemplary customer service skills
Excellent communication skills
Experience using MS Office (specifically Outlook, Word and Excel)
Experience working in a 4 or 5 star hotel environment

Your Education and Qualifications:

The level of education and qualifications required for this role are:

Essential:

GCSEs in Maths and English at C or above

Desirable

Experience using Guestline PMS systems
Hospitality or customer service qualification

About The Falcon Hotel

CEO: Tracy Northampton
Revenue: Unknown / Non-Applicable
Size: 51 to 200 Employees
Type: Company - Private
Website: https://thefalcon-castleashby.com/
Year Founded: 2016

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