Hotel Receptionist

4 months ago

Windermere, United Kingdom Gilpin Hotel & Lake House Full time

**Salary: £11.00 - £12.25 per hour (equating to £25,740 to £28,665)**

**Gratuities: £130 - £230 per month**

**Accommodation: subsidised accommodation available on site or in local town**

**Staff transport: provided free between staff houses and hotel**

**Hours: 45 per week**

Progress your pay as you develop your skills through our Skills Development (SD) Levels:

- SD1: £10.50 per hour, and be eligible for £130 gratuities per month. 28 days' holidays (inclusive of Bank Holidays)
- SD2: SD2: £10.75 per hour, and be eligible for £150 gratuities per month. 28 days' holidays (inclusive of Bank Holidays)
- SD3: SD3: £11.00 per hour, and be eligible for £170 gratuities per month. 30 days' holidays (inclusive of Bank Holidays)
- SD4: £11.25 per hour, and be eligible for £190 gratuities per month. 30 days' holidays (inclusive of Bank Holidays)
- SD5: £11.75 per hour, and be eligible for £210 gratuities per month. 32 days' holidays (inclusive of Bank Holidays)
- SD6: £12.25 per hour, and be eligible for £230 gratuities per month. 32 days' holidays (inclusive of Bank Holidays)

**Be part of a great team.**

**Work in a stunning location.**

**THE ROLE OF HOTEL RECEPTIONIST**
The reception team is a busy, friendly department with a variety of skills. Our wish is that every single guest is welcomed on the phone with a warm, kind telephone manner, followed by a meticulous but friendly welcome and check in, and a warm friendly relationship with our team throughout their stay.

We have a small dedicated reception team that is highly guest focused, friendly and organised with an eye for detail. Other key skills in our team are administration, communication, written word, and a warm friendly approach to guests.
- Able to deliver high customer service to guests.
- Has a full understanding of what it means to be part of the Relais & Chateaux Group and the benefits.
- Has full knowledge of the lounge and bar layout, Hrishi Restaurant & Gilpin Spice Restaurant
- Has full knowledge of all the room types within the hotel and what facilities each one has
- Has full knowledge of all the room types within the Lake House and what facilities each one has
- Can demonstrate they are able to use Rezlynx confidently.
- Has a full understanding of the Gilpin Check in procedure.
- Has a full understanding and can use Secure trading ST PAY ME - Payment links - and find out if a payment link has been processed.
- Understands how to fill out the Mood Board properly with correct guests details
- Has a full knowledge of how to carry out the Courtesy calls to room after arrival with full information provided
- Has a full understanding and is confident with using the ANPR system
- Has a full understanding and knowledge of how to carry a Check out procedure.
- Can make adjustments to billing and prepare bills for check out.
- Can amend, adjust and add items to billing on Rezlynx.
- Understand how to use Post Cash on Rezlynx and when it needs to be used.
- Understands and can send Bills directly to guests via Rezlynx on morning of departure.
- Understands where deliveries and post for the Gilpin Hotel are directed to and who organises incoming post. Log and record all post accurately that is being sent from the Gilpin including parcels or lost property.
- Know how to log lost & found items and how to get contact guests to inform them of items.
- Understands the importance of Guest issues and how to log on GA and the mood board if a guest is unhappy. Understanding and reporting a guest issue directly to the House Manager & FOH Manager and the importance of ensuring they are aware of the guests grievance.
- Having that rapport with the guests to ensure they understand you’re listening and being apologetic and will do everything possible to rectify the issue that has occurred.
- Ensure Reception Area is immaculate and display cabinets are inviting and fully stocked and where to replenish items.
- Can perform and confidently carry out daily task sheets within the role you have been allocated Greeter, CIP, Shift Leader.
- Display an excellent rapport with guests and be able to deal with difficult situations.
- Communication - effectively dealing with colleagues and guests in a professional manner.
- Signed off on all departmental procedures
- Reconcile banking without errors
- Multi-tasking within allotted shift time frames whilst running a shift on your own.
- Has an Understanding of the Love & Laughter Programme and delivers Acts of Kindness.
- Ensures that all pre ordered items are delivered to rooms with no errors.
- Updates the white board correctly and regularly.
- Is efficient when replying to guests when using the Loop messaging system.
- Is able to follow the procedure when faced with an incorrect item on a guest bill.
- Can Confidently use Resdiary and can book a table for guests or check for a reservation.
- Is able to carry out the daily banking with no errors

**LIVE, WORK & PLAY IN THE LAKE DISTRICT**
Work hard but

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