Receptionist

2 weeks ago


Liverpool, Liverpool, United Kingdom Pullman Liverpool Full time

Job Description:

Focus

The 4-star Pullman Liverpool Hotel is located at Kings Dock on Liverpool's world famous waterfront.

Boasting an incredible location in the heart of the city, this hotel truly is a Jewel in the Accor brand portfolio.

Pullman is a stylish and in tune luxury brand with a focus on inspiring a new generation of business travellers and business leaders.

Hyper-connected and sophisticated explorers, every day they invent new ways of doing business worldwide. The world is their playground and every moment is an opportunity. Their life is a mix of business and pleasure, a balance of efficiency and personal well-being.

Main Responsibilities

PEOPLE:

  • To be present and visible in the hotel ground floor and easily identifiable by guests as the person to whom they should go to as the first point of call, welcome guests immediately.
  • Anticipate guest needs and provide current, accurate and relevant information personalised to guests and visitors individual needs.
  • Handle guest requests for information and provide answers, putting them in contact with the appropriate people
  • Always work in a heartist manner
  • Handle any customer objections, comments or complaints; providing a response and solution as soon as possible while the guest is still at the hotel
  • Collate and accurately store guests information, to improve future visits to the hotel
  • To be committed to continual professional development

PROFIT:

  • To promote the hotel and identify upselling opportunities
  • Promote Accor's loyalty programme, adapting the sales pitch to suit the guest's needs
  • Ensure that all soft benefits are offered to each ALL member accordingly and targets are met

PRODUCT:

  • Promote the Pullman brand philosophy through exemplary attitude, behaviour and communication skills.
  • Contribute to guest satisfaction and guest relations, whilst taking care to respect administrative procedures
  • Manage the flow of hotel guests, keeping waiting times to a minimum
  • Make the guest's stay easier, providing appropriate information and solutions to meet their needs
  • Inform guests about the formalities and any particular conditions relating to their stay and the services available in the hotel
  • Ensure all service and quality standards are upheld
  • Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner
  • Handle switch board phone calls efficiently and pass on information as necessary to other departments in a professional manner.
  • Handle reservations for all points of sale as needed
  • Be an expert on the city of Liverpool
  • Ensure all quality and service standards are upheld in line with brand standards.

RESPONSIBLE BUSINESS:

  • To ensure ALL Safe & COVID19 compliance in every activity undertaken
  • Ensure that the workplace remain clean and tidy
  • Ensure compliance with local laws and safety regulations
  • Ensure the safety of people and property
  • Respect the hotel's commitments to the "Environmental Charter
  • Accor Planet 21" (saving energy, recycling, sorting waste etc.)
  • Will undertake reasonable duties as dictated by Shift Leader and Reception Manager.
Work Experience

Qualifications & Skills

To successfully fill this role you should maintain the attitude, behaviours, skills, and values that follow:

Essential:

  • At least two years' customer service experience, preferably in a Luxury Hotel environment
  • Positive and welcoming attitude
  • Excellent communication skills
  • Exceptional interpersonal skills
  • Extremely well organised and attention to detail
  • Ability to work on your own and as part of a team
  • Commitment to and passion for delivering high levels of customer service
  • Must speak fluent English. Other languages preferred

Desirable:

  • Experience of working with Opera is preferential
  • A qualification in Hotel Management/Business Administration
  • Fluent in a second language

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