Night Receptionist

4 weeks ago

Manchester, United Kingdom Himanchestercity Full time

This role? It’s ALL about the guest and delivering an outstanding service for them during the night.

Outstanding being safe, hospitable and a positively memorable experience. You’ll be playing a key role in supporting your hotel achieving its performance metrics and objectives – and you’ll care about doing so, along with an incredible Nights team.

What you’ll be doing as a Nights Receptionist/Porter

  • Ensuring that all guests experience an outstanding level of service during out-of-hours
  • Ensuring that every guest experiences a safe visit
  • Exceeding all expectations surrounding cleanliness and aesthetics inclduing supporting the clear down and setup of various areas when necessary
  • Engage, build and develop relationships with late check-in guests, assessing their needs and flexing style and approach appropriately
  • Ensuring all repeat guests, priority members and VIP’s receive recognition and appreciation
  • Being attentive to all guests and looking for opportunities to up-sell and make recommendations to enhance their experience
  • Demonstrating a sales mentality to selling bedrooms, M&E and F&B including making recommendations for guests to upgrade, dine in the restaurant, upgrade to breakfast or sell a meeting room
  • Responding to any guest complaints (these will be few and far between because of how incredible the service is you will bedelivering) and finding ways to turnaround any negative feedback
  • Processing telephone or walk-in reservations accurately
  • Looking for ways to deliver continuous improvements to the guest experience.

What’ll make you a great fit

  • You’ll need to be a night owl given the hours you’ll be working
  • It doesn’t matter where you’ve gained your experience, as long as you are driven and have incredible customer service abilities and confidence to anticipate and deliver on guests needs
  • You’ll enjoy using tech – we have lots of it to make your life easier and our guests experience more seamless
  • You’ll love people – and as a result, have great interpersonal and communication skills

What's in it for you

  • Uniform provided
  • Meals on shift
  • Access to our Bee Rewarded platform, with everyday retail discounts, Cycle-To-Work scheme and Technology Salary Sacrifice
  • Worldwide hotel discounts, through IHG's employee program
  • Use of onsite gym
  • Discounted car-parking
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