Hotel Night Receptionist

6 months ago

Cheltenham, United Kingdom HOST Full time

Position:
**Hotel Night Receptionist/ Porter**

Full time - 4 nights on 4 nights off

Meets National Living Wage

Position Summary:
The Night Porter GSA reports to the 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.

**Qualifications for the role**:

- No previous experience required although would be advantageous
- Must have excellent customer service skills
- Must be skilled in hotel room cleaning to the highest of standards
- Must have a meticulous attention to detail
- Must be able to work on their own initiative
- Must have excellent communication skills

**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 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.

**Your entitlements**:
Your compensation and benefits are embodied in your employment contract

**Salary**: £10.92 per hour

Schedule:

- Night shift
- Weekend availability

Work Location: In person

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