Hotel Receptionist

4 months ago

Castle Ashby, United Kingdom The Falcon Hotel Full time

At The Falcon Hotel, we strongly believe that our Family members are the key to our success, after all, our Family are the ones who deliver the promises that we make to both our customers and each other in our Guest and Family Charters. We all work as a team, with an understanding of what is expected from each of us and your job description provides the foundations for that. We do of course need to be flexible too so we can adapt as needed, after all that is what working as a team is all about.

**Your**
**P**
**rimary**
**P**
**urpose**

**Your**
**K**
**ey**
**R**
**esponsibilities**

Your key responsibilities in your role are:
Ensure every guest and visitor is greeted with a smile and a positive attitude to ensure a positive and welcoming first impression-
- Manage guest bookings using PMS Rezlynx Guestline ensuring accuracy and any special requests are captured-
- Ensure guests receive a smooth check-in and check-out process, showing guests to rooms and assisting with luggage where necessary-
- Maintain good product knowledge, including rooms, rates, packages, and promotions and share this information accurately when dealing with enquiries both on site and on the telephone-
- Convert room and food and beverage enquiries into bookings accurately and efficiently-
- Maximise room occupancy and utilise up-selling techniques to promote hotel services, wellness activities and facilities to maximise revenue-
- Liaise with the wellness and food and beverage teams to ensure guest requests and bookings are handled efficiently-
- Ensure hotel security, fire regulations and all health and safety legislations are adhered to at all times to ensure the safety of our guests and colleagues-
- Ensure cash and card payments are dealt with accurately and are PCI compliant-
- Manage and store guest data in line with GDPR obligations-
- Manage guest expectations and resolve any customer issues, escalate any serious complaints to the Reception Manager or Duty Manager-
- Create ‘Magical Moments’ where possible to enhance guest experience and encourage repeat custom**Your**
**B**
**ehaviours**
**, Competencies and Values***:
Our values underpin everything that we do, they shape our culture and help us to focus on our attitude and behaviours and inspire us to be the best version of ourselves, both individually and as a team. Success in your role also means:

- **Flexibility & Achieving Change**: Adapt to shifting priorities and respond to the needs of the business and guests-
**Guest Focus**: each action you make will be with the guest experience in mind-
**Attention to Detail**: Follow procedures closely and pay attention to detail in everything you do-
**Collaboration & Teamwork**: Earn trust and credibility by completing your own share of the teams’ work
**Problem Solving**: Gather appropriate information and identify the cause of the problem before taking action or escalating the issue**Your**
**P**
**rofessional**
**S**
**kills**
**and Experience***:
Your professional skills and experience will include:
Exemplary customer service skills-
- Excellent communication skills-
- Experience using MS Office (specifically Outlook, Word and Excel)-
- Experience working in a 4 or 5 star hotel environment**Your**
**E**
**ducation**
**and**
**Q**
**ualifications**:
The level of education and qualifications required for this role are:
Essential:
- GCSEs in Maths and English at C or aboveDesirable- Experience using Guestline PMS systems-
- Hospitality or customer service qualification

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