Front Office Receptionist

 Newtown Park Hotel Wexford, Neville Park Hotel Group

Job Title: Front Office Receptionist

Department: Front Office
Reports To: Front Office Manager / Revenue Manager

Purpose of the Role

To consistently deliver the highest standards of service, ensuring all guests receive a warm, professional welcome and efficient assistance throughout their stay. To represent the hotel in a positive manner, supporting a guest-focused culture and contributing to the successful operation of the hotel.

Our Core Values

What Guides Us Each Day and at the core of everything we do is:

Care – We look after our guests and one another with kindness and respect.
Always Getting Better – We learn, grow, and challenge ourselves to improve.
Doing the Right Thing – We act with honesty and integrity, even when no one is watching.
Energy & Drive – We bring positivity and purpose to every shift.

Key Responsibilities

Guest Relations & Service Excellence

• Deliver exceptional customer service at all times, presenting a professional and friendly image.


• Provide clear and accurate information about hotel services, facilities, and local amenities.


• Respond promptly and professionally to guest enquiries, complaints, or issues, in person and via phone or email.


• Ensure a warm, courteous, and efficient check-in and check-out process for all guests.


• Handle guest arrivals (with and without reservations) efficiently and according to standard operating procedures.


• Promote hotel facilities and services and upsell where appropriate to enhance the guest experience.

Reception Operations

• Answer telephone calls within five rings using the correct greeting, and handle all calls in a professional and courteous manner.


• Complete all reservations and booking-related tasks in a timely, accurate, and guest-focused manner.


• Process guest accounts, payments, and foreign exchange according to company cash-handling procedures.


• Ensure correct and accurate use of the hotel PMS and maintain up-to-date records.


• Prepare and maintain guest folios, ensuring billing accuracy and data confidentiality at all times.


• Maintain control of guest room keys and security protocols.


• Monitor and report any issues with office equipment, systems, or procedures to management promptly.


• Record and safely store lost and found items following hotel policy.


• Liaise with Accommodation, Reservations, and Duty Managers regarding room allocations, special requests, and VIP guests.

Administration & Back Office

• Ensure the delivery of guest messages, mail, packages, and belongings is accurate and timely.


• Maintain cleanliness, order, and readiness in both front desk and back office areas.


• Ensure all documentation, reports, and logs are updated accurately and stored as per guidelines.


• Assist in meeting room preparation and administrative support when required.

Teamwork & Development

• Create and maintain positive, respectful relationships with colleagues and supervisors.


• Attend scheduled training, meetings, and briefings, and actively participate in ongoing development.


• Adhere to all departmental procedures and assist in their implementation and continuous improvement.


• Support other hotel departments as needed to ensure smooth operation, especially during peak periods.

Health & Safety

• Fulfil obligations under the Health & Safety at Work Act 1989 and associated legislation.


• Maintain all work areas in a tidy, safe, and presentable condition at all times.


• Identify and report hazards, incidents, or damage immediately to management.


• Observe all safety policies and participate in required fire, accident, and emergency drills.


• Know the location of first aid equipment and the identities of trained first-aid staff.


• Actively participate in departmental and hotel-wide Health & Safety training and meetings.

Flexibility & Interchangeability

• Demonstrate flexibility in working hours and duties as required by the business.


• Support other departments when necessary to ensure overall hotel efficiency and guest satisfaction.


• Embrace full inter-departmental cooperation and interchangeability of roles where reasonably practicable.

Note:

This job description is not exhaustive. You may be required to undertake additional tasks or responsibilities as reasonably requested by Senior Management to support the smooth running of the hotel.