Hotel Receptionist

Overview of the role

• Maintain the appearance of the front desk to meet the Hotel Standards and to ensure the agreed standards, as set out in the Standard Operating Procedure Manual, are adhered to and maintained at all times through the shift.
• Implement good reservation handling incorporating maximising our occupancy and availability
• Be aware of the hotel availability and rates to upgrade and upsell and ensure that every opportunity to maximise room sales is taken and no “chance” business is turned down when the hotel has rooms to sell
• To ensure that the correct rooms are allocated to the VIPs and guests
• According to correspondence and request in the absence of the FOH Manager
• To check guest in and out of the system quickly and efficiently
• To answer the phones within three rings and to transfer any calls as necessary with an appropriate talk line
• To ensure that the hotel has the correct information and requirements for all guests as they check in
• To upsell whenever appropriate by offering upgrades or a booking in the Restaurant
• To have a full understanding of all room types, location, views, configurations and hotel facilities and manage any overbooking situation and that the correct decision is made, and then if a book out is necessary to ensure the correct procedure is followed
• To ensure all in-house guest information is correct and up to date in the hotel computer system.
• To ensure all guest billing is processed timely and accurately and documentation relating to such is kept in accordance with hotel policy.
• To ensure the day’s arrival correspondence is maintained with care and any previous correspondence is returned to the Reservations department.
• To ensure that all departing guests are satisfied that their bill is correct before making payment
• Be aware of meeting and events being held in the Hotel on a weekly basis as per the event sheets
• To take collective responsibility for the safe, daily banking and all monies received at reception during your shift
• To be responsible for ensuring the validation of any payments made to you by credit card machine
• Complete a handover at the beginning and end of each shift, ensuring that they are precise and accurate

ESSENTIAL

• Previous Reception experience, Hotel
• Knowledge of Buxton and local attractions
• Ability to work as part of a team
• Reliable, Efficient and pro-active
• Confident and effective communicator who can converse at all levels
• High levels of personal presentation and grooming