Receptionist Concierge

4 days ago

Edinburgh, United Kingdom Pertemps Network Group Full time

**Job Description**:
**Job Role: Receptionist Concierge**

**Location: Edinburgh**

**Salary: Competitive**

**Department: Front of House**

**Hours: Full Time Permanent**

We have a fantastic opportunity to work within a luxury hotel situated in the heart of Edinburgh as a Receptionist Concierge. The front office department provides the highest level of service to our guests. It is the first and last department where a guest interacts and is responsible for creating first hand impressions regarding the level of services and facilities provided.

**Job Purpose**
Receptionists/ Concierges are responsible for the arrival and departure experience of each guest including apartment induction, handling enquires and complaints, collecting payments, generating bills, as well as providing advice, information, and a response to all guest queries during their stay. In addition, the front office team are responsible for overseeing the security and safety of the building.
You will interact daily with the House Manager, front office team, colleagues, guests, visitors, and contractors. Occasionally this will also involve senior managers and heads of department from other residences. These interactions are important to ensuring that standards of performance are consistently high and all colleagues within the department are aware of their responsibilities.
Also being able to manage and remain cam when dealing with conflict when with guest complaints.
The role is important to day-to-day operational delivery by helping guests, colleagues, contractors, and visitors. The role is also important to guest satisfaction as it is a front-line service delivery role. As a front-line service role and supervisor, you will be representing the clients brand during interactions both internally and externally. If the role is not performed properly, service to guests may be compromised which could result in complaints and the decision not to return as well as poor colleague engagement. In addition, if security tasks are not performed properly the security of the residence may be compromised which could also affect guest satisfaction and intention to return as well as security of Company property, health and safety.

**Responsibilities**
- Maintain superior guest service.- Carrying out arrival, welcome and apartment induction for guests.- Completion of the guest, check in and check out procedures as per company standard.- Processing all guest payments via the property management system and managing any customer questions or concerns about charges on their bills.- Maintain a track of balances of all guests and chase for outstanding payments.- Having responsibility for the float ensuring any discrepancies in cash are reported to the line manager as well as undertaking banking procedures.- Following up on all deposit dues and deposits to be paid and posting all charges to guest accounts.- Answering the telephone and take messages, transferring calls or dealing with enquiries.- Taking reservations as per the brand standards on the telephone, from walk-ins, promoting all.- To maximise every opportunity to capture revenue e.g. upselling apartments.- To conduct show rounds of potential guests as and when required- Attend and participate in meetings as required.- Receive, deliver, and collect mail, parcels, and messages to residents and internally.- Assisting guests with their luggage.- Being able to assist with guest requests and queries providing a knowledgeable, efficient, and helpful information service.- Having a broad understanding of Edinburgh sightseeing sites and keep up to date will all events happening in Edinburgh.- Controlling access of visitors and contractors in accordance with local policy ensuring sign in and out procedures are followed.- Patrol the premises at agreed intervals to ensure the security of guests and the building.- Escalating any issues that cannot be resolved to a more senior member of the Front Office team or the House Manager.**Education/ Qualifications/ Training**
- Required GCSE Maths and English Language (or equivalent).- 2 years or more experience in reception within a 4* or 5
- hotel or apartments.**Skills Required**:

- IT skills in Word, Excel, Outlook, and the Internet- Exceptional knowledge of a PMS- Good written and spoken level of English- Effective communication skills- Flexible attitude- Excellent customer service skills- Ability to perform manual handling tasks- Able to work on own initiative or within a small team

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