Hotel Receptionist

Join our team at the Roe Park Resort, where you can be part of creating unforgettable experiences in one of Northern Ireland's top golf and spa resorts, nestled in the breathtaking Roe Valley Country Park.

Be a part of our commitment to providing guests with the perfect blend of luxury, tranquillity, and exceptional service.

We have an exciting opportunity for a **Hotel Receptionist **to join our team

**DEPARTMENT**: Front Office

**REPORTS TO**: Front Desk Manager

**THE PRIMARY OBJECTIVE OF THE POSITION**

To increase customer satisfaction by providing efficient, prompt, trouble-free and courteous Front Office service connected with arriving and in-house guests, in line with the hotel’s guidelines and service concepts.

**About The Role**

**TASKS, DUTIES AND RESPONSIBILITIES**

**PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS**
- Is available to register, process, and greet customers promptly both by phone and face to face
- Welcomes customers to the hotel
- Responds to customer requests for information about the hotel and its surroundings
- Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
- Arranges fulfilment of customer services by working with GSR, Housekeeping, Reservations, Room Service and Banqueting & Events
- Allocates rooms, issues appropriate keys, prints registration cards and files appropriately
- Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment
- Changes room rates and guest rooms if approved by Front Desk Manager
- Handles incoming guest room reservations
- Is aware, at all times, of current room status and room availability
- Is fully aware of Roe Park Resort service concepts
- Is fully aware of, and knows how to handle, all current and future hotel promotions
- Utilises yield management to maximise room revenue
- Increases hotel revenue by promoting food and beverage alternatives within the hotel
- Knows the names of key people within the Resort
- Minimises loss of revenue by adhering to all established credit procedures
- Insures all guests establish credit upon check-in by taking a pre-authorisation
- Monitors customer accounts to ensure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information
- Improves timeliness of cash flow by adhering to established credit and inventory control procedures
- Communicates effectively with guests, colleagues and supervisors
- Demonstrates teamwork by co-operating and assisting colleagues as needed
- Handles difficult situations effectively
- Communicates open and closed dates, availability and condition of rooms to the Head Receptionist
- Keeps effective key control
- Ensures that guest mail and messages are delivered promptly
- Demonstrates a working knowledge of all services and facilities of the hotel, and assists the hotel’s guests

**KNOWLEDGE OF FRONT OFFICE TECHNOLOGY**
- Is fully conversant with the hotel reservation system
- Is able to operate switchboard, key equipment, credit card machines and printers, hotel alarm systems and other Front Office equipment

**SECURITY, HEALTH AND SAFETY**
- Ensures that own cash is secure at all times
- Ensures all discrepancies in own cash are declared to the Front Office Manager and Financial Controller
- Ensures that guest details are not disclosed
- Maintains high confidentiality in regards to guest privacy
- Reports any suspicious behaviour of guests and staff to the Front Office Manager and Security
- Notifies Duty Manager and Executive Housekeeper regarding lost and found objects
- Ensures that all potential and real hazards are reported appropriately immediately
- Fully understand the hotel’s fire, emergency and bomb procedures
- Follows emergency procedures to provide for the security and safety of guests and employees
- Works in a safe manner that does not harm or injure self or others
- Maintains the highest standard of personal hygiene, dress, uniform, appearance, body language and conduct

**MISCELLANEOUS**
- Assists the Front Office Manager when requested
- Attends meetings and training required by Front Office Manager
- Accepts flexible work schedule necessary for uninterrupted service to hotel guests
- Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Head Receptionist
- Continuously seeks to endeavour professionalism in own job function
- Knows:

- Hotel fire, bomb and emergency procedures
- Hotel health and safety policies and procedures
- Hotel facilities and nearby sights of interest and importance (ie hospitals, stations, tourist sights)
- Hotel and corporate marketing and promotional programs
- Corporate clients and clients generating high business volume

Covid-19 policies

**Required Criteria**

**Skills Needed**

**About The Company**

**A relaxing break in one of Northern Ir