Receptionist

Job Description
Position            Receptionist
Department     Reception
Reports to        Department Manager / Manager on Duty

Job Purpose
Liaise with our guests in a professional and courteous manner at all times ensuring their stay is an enjoyable and memorable one. To ensure all guests requests are dealt with in a timely manner. To ensure all guest accounts are accurate and posted in a timely fashion.

Responsibilities
• To live to and embody the values of the business.
• To develop and achieve the core competencies of the Midlands Park Hotel.
• A good understanding of the guests’ requirements when they are checking in or out and to follow the guest experience standards and                   procedures manual.
• Familiar with the days business, including arrivals, departures, and special requests.
• Offer guest services such as wake up calls, express check out prompt link messages etc.
• Ensure all cash, charges, float and till procedures are carried out in accordance with company policy.
• Maximize sales through up-selling.
• Ensure all customer enquiries and requests for bookings are dealt with promptly, courteously, and efficiently.
• Communicate well over the phone and by email, taking reservations etc.
• Ensure prompt resolution of customer complaints.
• Efficient use of Prompt messaging system to email / SMS our guests for payments prior to arrival and /or before they check out.

Main Duties
• To have a full and comprehensive understanding of the switchboard system.
• Liaise with all guests and potential guests, on the phone and face to face in a courteous and professional manner always.
• Deal with guests and members requests in a timely manner.
• Responsible for all calls, both internal and external in a professional and efficient manner.
• Announce all calls to guests and management when requested.
• To be fully conversant with the voice mail system.
• Ensure all guests and personnel messages are dealt with in a correct and timely manner.
• To be fully conversant of daily arrivals and departure listings.
• Deal with all check-ins in a professional, efficient, and courteous manner and to ensure the guest is helped with any information they may           require during their stay.
• Liaise with other departments regarding billing procedures, reservations, and all other requests when appropriate.
• Ensure all accommodation and other paragon revenue dockets are charged to the appropriate account and are fully up to date and correct on     check out.
• Work in an organised and efficient manner at all times.
• Ensure the desk is kept clean and tidy at all times.
• Answer all phone calls in a polite and timely manner and to assist all callers.
• Familiarise yourself with all groups, conferences, and meetings in the Hotel on a daily basis.
• Make full use of the hand over book, room status report and other relevant information.
• Ensure the oncoming receptionist is fully up to date with the status of the business.
• Ensure all guests are presented with their bill on check out in a professional, efficient, and courteous manner and to be able to deal with any       queries the guest may have.
• Ensure all daily reports are completed before the appointed time.
• Liaise with the Duty Manager with regard to guest queries or problems and to pass on any useful information about the guest.
• Take responsibility for the banking and float whilst on duty and to ensure all is in order before passing over to the next shift.
• Promote a positive working atmosphere at all times.
• To be fully aware of, and adhere to, fire precautions and fire evacuation procedures.
• Wear the correct uniform at all times, including footwear and to adhere to the dress and appearance standards as set out in the Staff                     handbook.
• Participate in training provided by the company.
• Assist with any reasonable duties as directed by a Supervisor or Manager.