Receptionist

As the first impression for all our guests visiting Houstoun House, our Receptionists need to be friendly, welcoming, hardworking individuals who can work on their own initiative and are key players in our Houstoun family.

This role is ideal for those in similar roles within a similar 4 or 5 star hotel environment, looking to take the next step towards becoming a Reception Manager. These stars of the future must be able to demonstrate a willingness to learn and a commitment to delivering our core standards, providing our guests with a great stay every time. Communication is the key as the Reception desk if the heart beat of the property. This position will include shifts working Saturday and/ or Sunday. Additional hours may be required to support the hotel during our busier periods including bank holidays.

JOB SPECIFIC ACCOUNTABILITIES:
Customer Service:
To ensure core and departmental standards are adhered to at all times

To exceed customer expectations (Wow Factor).

To give the hotel a lasting first and last impression.

To ensure consistent, efficient and friendly service is given throughout a guests stay.

Service maintained when front office systems go down.

Ensure that the desk is manned at all times.

Has a basic understanding of local attractions.

Communication:
To perform a thorough handover at the end of each shift.

To feedback positive and negative comments from guests to relevant departments

To ensure any communication for a guest gets to them promptly

To ensure calls are transferred to the relevant departments quickly and efficiently

To ensure messages and bookings are taken and delivered promptly to other departments within the hotel

To handle guest problems and queries in a professional manner.

Sales:
To maximise every opportunity to capture revenue

To be fully aware of how to make a reservation.

To know how to handle an ‘ out of hours’ conference or wedding enquiry professionally

Ensures to upsell at all relevant opportunities, to enhance to guest stay and the benefit of the hotel.

To proactively listen for sales leads and pass to the relevant department.

Systems:
To have an excellent understanding of the hotel Front Office System

To have a basic knowledge of Word, Excel and Outlook and know how to locate various documents.

To understand the switchboard and telephone systems.

**Job Types**: Permanent, Full-time

**Salary**: £11.00 per hour

**Benefits**:

- Company events
- Discounted or free food
- Employee discount
- Free fitness classes
- Free parking
- Gym membership
- On-site gym
- On-site parking
- Referral programme

Schedule:

- 8 hour shift

Supplemental pay types:

- Performance bonus
- Tips

**Experience**:

- Hotel & Accommodations Guest Services Staff: 1 year (preferred)

Work Location: In person

Reference ID: Recept1