Front of House Receptionist

4 days ago

Bishop's Stortford, United Kingdom Down Hall Hotel, Spa & Estate Full time

Job description

**Job Title**: Receptionist

**Reporting To**:Front of House Manager / General Manager

**Purpose of the Role**:To check in and checkout guests, complete cashiering, switchboard and secretarial duties as required.

To assist the Reception Supervisor in the smooth running of the Hotel.

To be friendly, welcoming and efficient whilst carrying out duties.

**Commitment to Excellence: Every member of staff is expected to ensure that the hotel guests comfort, satisfaction and well being is catered for in a friendly, helpful, efficient and personalised manner at all times.**

**KEY RESPONSIBILITIES**:
**Job Function**:

- Ensure that the reception desk is permanently manned so all guests are greeted with a friendly and helpful attitude;
- To register all arrivals into the hotel (guests and contractors), to company and legislative standards;
- To process any necessary documentation to company and legislative standards;
- To ensure all clients are familiar with the Hotel’s facilities, their situation and promote usage;
- Check out guests from the Hotel to company standard. Ensure feedback is obtained either verbally or in writing;
- Ensure all guest requests or enquires are dealt with in a friendly and efficient manner;
- To take and process all reservations and amend or cancel bookings to the company standard in the absence of the Reservations team;
- Ensure that all relevant information is handed over to the following shift;
- To ensure that all mail is franked correctly and sorted into the correct post bags ready for the morning and afternoon collections;
- Answer all incoming telephone calls (external and internal) within 3 rings and to company standard;
- Transfer all calls to the correct extension and ensure you introduce the caller accordingly;
- Correctly take down and immediately pass on messages to the relevant department, employee or guest. Ensure messages are dated, timed and initialled;
- Report any faults with phone lines or communication systems/software to your Departmental Manager;
- Assume responsibility for floats and the hotel safe whilst on duty. Conform to company standard with regards counting the floats and safe;
- Present guest accounts as and when requested;
- Ensure money received in relation to guest accounts is recorded accurately through the PMS system and processed as per company standard;
- Ensure you adhere to policies and procedures as set out in the staff handbook;
- Ensure all money you receive whilst on shift is reconciled and balanced before the end of the shift. All reports must be printed and any cash banked as per company procedures;
- Ensure that the Reception floats always have a suitable level of change present;
- Report any float or safe discrepancies to the Departmental Manager immediately;
- To complete shift tasks and procedures as per company standard;
- Ensure that the firebox and In-House guest records are kept secure and updated every two hours;
- To handle requests (guest or colleague) in a helpful, courteous and polite manner;
- To deal tactfully with any customer comments and ensure they are passed on to your Departmental Manager or Duty Manager promptly;
- To be knowledgeable of all local amenities;
- To liaise with other departments within the hotel when necessary, particularly when ensuring any known special requests are met;
- To attend either planned or ‘on the job’ training sessions as and when required;
- To attend all Reception Team Meeting’s as required, bringing to the meeting any ideas or suggestions for the department.
Own Transport Essential

**Staff Benefits**

Free parking
Free Meals & Soft Drinks whilst on duty
Staff Discounts, plus friends and family rates
Monthly Employee recognition
Annual Christmas Party & Summer BBQ
Christmas Lunch & Gift
Birthday Lunch and Day off
Personal & professional development
Uniform
28 days holiday

Work remotely
- No

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

**Salary**: £19,760.00 per year

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

**Salary**: £19,760.00 per year

**Benefits**:

- Discounted or free food
- Gym membership
- On-site parking
Schedule:

- 8 hour shift

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