Hotel Receptionist

**Job description**

Job description

**Company description**

Meridian hotels operates a number of hotels through out the uk, we believe that a company should reward there staff and train the team to be the best they can to provides culture of true hospitality

YOU

We are looking for a team player, who is willing to turn there hand to anything, Some one who will go out of there way to help guest and Team Members alike,

Some one who can see a problem before it becomes an issue and deal with it,

You will want to progress, and be motivated to grow with the company, as seek out all opportunities to improve, you will need to want a challenge and be progressive in your approach

**Job description**

SCOPE & MAIN PURPOSE

It is understood that that all staff are multi-skilled and will work flexibly and will be expected to carry out a variety of duties within their working day through all areas of the hotel.

To work within the scope of the standards expected by the brand

To be aware of the overall hotel objectives, how they relate to you and how your daily activities contribute to the success of the hotel.

To provide the highest levels of guest care at all times and develop quality relationships with all business partners and work colleagues.

To maintain the hotels’ competitive edge and be informed on local events, local competitors & attractions to be able to assist with guest queries.

Manage and maintain a safe and secure environment for yourself, guests, colleagues and protecting hotel assets by implementing and maintaining safety policies and procedures.

**KEY OBJECTIVES**
- To ensure that each shift you are responsible for runs smoothly and efficiently at all times.
- Be actively involved in your own personal development to increase your own confidence and ability and to increase the hotel profit, and maximize on positive guest feedback. Strive to be the best in what you do, taking care and pride in your work.
- Be an integral part of the team in setting and achieving the overall hotel objectives.
- To be fully conversant in working areas of the hotel and able to operate the front office systems.
- To promote the hotel at every opportunity to all local businesses to generate sales for the hotel and use every effort to sell or up sell the hotel facilities.
- To ensure that all charges are correctly posted to guest bills following the standard procedure and ensure credit policies are maintained.
- To assist in all financial aspects of the hotel

**MAIN DUTIES**
- Ensure the completion of the shift handovers and shift checklists
- To carry out full training within the team and the inductions for all new staff.
- To be a visible point of contact for hotel guests and visitors
- To take control in the event of a crisis
- To ensure the operation runs smoothly to minimize guest complaints and that the GSTS card targets are met.
- Analysis and understanding of Revenue Reporting.

Able to be flexible and be trained with our night reception team to cover holiday, sick and shortages.

**PEOPLE**
- To ensure that all guests are greeted or acknowledged within 5 seconds of entering the hotel, and that guests are greeted in a proactive manner when you meet them around the hotel and surrounding grounds.
- To aid and assist guests throughout their stay in a friendly and professional manner
- To ensure that guests receive an exceptional level of service and will want to return
- Participate in guest activities that promote the hotel product and its services
- Wherever possible to anticipate guests needs, to be aware of all written and spoken requests, and to carry out these requests in a courteous and helpful manner.
- To be able to handle complaints in an effective way to resolve all issues in-house
- To anticipate guests’ needs and provide service to the level they require and serve guests in a friendly and professional manner
- To drive the collection of the required amount of GSTS cards.
- To take every opportunity to promote ‘Priority Club’ membership.
- To be able to handle complaints in an effective way
- In the event of a guest being lost - personally take them to their place of destination
- To work as part of the hotel team, being flexible to do the jobs assigned and ensuring a full handover to colleagues on the following shift.
- To assist in the training process of all new starters to the hotel to support them in their initial 3 months of employment.
- To be able to assess training needs and run training as required to the team
- To be able to train on a one to one and a group basis, and record all training activity in line with policy
- To attend training when required
- To constantly improve and develop product knowledge to maximize quality of service
- To have an understanding of all operational areas in the hotel, to be able to coach employees when errors are made to ensure procedures and systems are followed.
- To maintain good working relationships with colleagues in the hotel

**Salary**: £1