Hotel Receptionist/guest Service Agent

3 weeks ago

Cheltenham, United Kingdom HOST 2 Ltd Full time

Job Overview:
The Hotel Receptionist reports to the Team Leader and Hotel Manager and is responsible for supporting the successful performance of the Hotel by ensuring a professional, friendly and highly efficient experience is delivered to our guests.

Duties and Responsibilities:

- Create and sustain a work environment that embraces the mission, culture and values of the business and consistently role models those behaviours
- Ensures fair and equitable treatment of all Team Members in line with the business’ equality and diversity policies and procedures.
- Supporting the Hotel Team Leader and Manager in all areas
- Supports Managers and fellow colleagues maintain the defined standards. Works with colleagues at all levels to deliver a consistent level of quality service.
- Knowledgeable of all reservations and Front Office policies and procedures
- Responsible for the entirety of the customer journey from making a booking and pre-arrival through to the departure
- Process all aspects of guest bookings from new bookings, extensions, cancellations and amendments
- Process no shows and cancelled reservations inline with current terms and conditions
- Provide an efficient checking in and out process for all guests accommodating special requests whenever possible
- Ensures any relevant information is handed over to the following shift to ensure consistency of service to the guests
- Thoroughly understand and adhere to all cash handling and payment policies and procedures
- Ensure daily checklists are completed in a timely fashion to ensure no tasks are handed over to the following shift
- Maintain clear and effective communication channels with all other departments and subcontractors
- Always maintain a friendly yet professional relationship with hotel guests, visitors and fellow colleagues
- Handle and resolve guest complaints proactively and in a professional manner
- Keep abreast of any current guest complaints and advocate solutions to maximise guest satisfaction
- Maintain a neat and tidy Front Desk area
- Ensures all written and verbal communication is professional in tone and suitable for its audience
- Receipt, record and distribution of any post and packages delivered to the Front Office
- Ensure they are knowledgeable as to the requirements of the relevant standard operation procedures (SOPS)
- Coordinate room status updates with the housekeeping department and complete checks on the rooms
- Knowledgeable of the hotel and guest accommodation facilities and services provided
- Competency in using all Front Office equipment
- Escalate anything unusual to management
- Use of mail, package, and messaging handling procedures
- Keep abreast of all activities and meetings scheduled at the hotel each day
- Attend department meetings where required
- Knowledgeable of the department’s safety and emergency procedures
- Manage lost property in accordance with the lost property standard operating procedure
- Drive engagement on our hotel’s social media platforms with targeted posts and continually growing the company’s social media presence
- Any other duties reasonably required of you to support the department or business as needed.

**Requirements**:
Previous experience required

Must have excellent customer service skills

Must be able to work weekends and bank holidays

Must be skilled in hotel room cleaning as assistance with cleaning might be required

Must have a meticulous attention to detail

Must be able to work on their own initiative

Must have excellent communication skills

Join our team as a Receptionist/Guest Service Agent and be part of creating memorable experiences for our guests.

**Job Type**: Part-time

Pay: £12.00 per hour

Expected hours: No less than 20 per week

**Benefits**:

- Company pension

Schedule:

- Holidays
- Weekend availability

Work Location: In person

Reference ID: AbbeyRECEP4/24

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