Hotel Receptionist

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Job Description - Hotel Receptionist

Who are we
Sketchley Grange Hotel & Spa is a stunning establishment, nestled in a serene setting with 102 well-appointed rooms, making it a perfect destination for travellers seeking comfort and relaxation. We pride ourselves on delivering exceptional service and creating memorable experiences for our guests.

Role Responsibilities

  • Guest Check-In and Check-Out: Greet guests upon their arrival, process check-ins and check-outs efficiently, and ensure accurate documentation of guest information and payments.
  • Reservation Management: Handle guest inquiries and make room reservations over the phone, through email, or in person. Update and maintain the reservation system, ensuring accuracy and timely communication.
  • Front Desk Operations: Manage the front desk area, including answering telephone calls, responding to guest inquiries, and providing information about hotel facilities, services, and local attractions.
  • Guest Services and Assistance: Provide exceptional customer service by addressing guest needs and requests promptly and courteously. Assist with luggage handling, arrange transportation, and provide directions or recommendations as needed.
  • Billing and Payments: Process guest payments, handle cash transactions, and generate accurate bills and receipts. Ensure compliance with hotel policies and procedures related to billing and payments.
  • Communication and Coordination: Maintain effective communication with other hotel departments to ensure smooth operations and guest satisfaction. Relay messages, coordinate guest requests, and provide assistance as required.
  • Complaint Handling: Address guest complaints or concerns professionally and promptly, aiming to resolve issues and ensure guest satisfaction. Escalate unresolved matters to appropriate supervisors or managers when necessary.
  • Safety and Security: Follow established procedures to ensure the safety and security of guests and the property. Monitor and report any suspicious activities or incidents to relevant personnel.
  • Administrative Tasks: Perform various administrative duties, such as filing, record-keeping, and managing guest correspondence. Maintain cleanliness and organization at the front desk area.
  • Knowledge of Hotel Services: Stay informed about the hotel's services, amenities, and promotions to provide accurate and up-to-date information to guests.
  • Multitasking and Time Management: Handle multiple tasks simultaneously, prioritize effectively, and manage time efficiently in a fast-paced environment.
  • Technology Proficiency: Utilize hotel property management systems, reservation systems, and other software applications to perform tasks, manage guest information, and generate reports.

Key Requirements

  • Communication Skills
  • Teamwork
  • Professionalism
  • Attention to detail
  • Customer Service
  • IT Proficiency

Benefits

  • Competitive salary
  • Excellent on-going support, training and development
  • 28 days holiday including Bank Holidays per annum
  • Stakeholder Pension entitlement
  • Discounted hotel room rates for you, your friends and family
  • On-going incentives and rewards
  • Meals on duty
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