Night Porter

Job Title: Receptionist

Location: Carmarthen

Line Manager: Front of House Manager

Key Communications: Front of House Manager

Duty Managers
Housekeeping Team
Breakfast Staff
Senior Management
Customers

Job Purpose/ Summary: To ensure total guest satisfaction.

To be responsible for maximising room revenues providing efficient and courteous service.

Core Accountabilities & Performance Indicators

These indicators are what the Company can expect to see when the role is being performed to the required standard

**To provide first class service ** *Assist all guests in a sincere and courteous manner,
**to the Hotel guests **wherever possible going the extra mile to ensure guest satisfaction*
- Deals with guests promptly upon arrival and departure, for check in and check out procedures
- Demonstrates a working knowledge of all services and facilities of the Hotel, as well as local area. Therefore, ensuring our guests are assisted effectively
- Professionally and competently operates the telephone system in line with Hotel procedures
- Professional appearance and manner to all visitors, resulting in positive PR both internally and externally

**Abides by Company Policies ** *Performs all guest accounting functions according to the
Company and Hotel policies and procedures, ensuring all guest accounts are complete and accurate*
- Adheres to the Company Credit Policy

**To actively promote sales ** **Demonstrates the use of sales conversation to effectively sell bedrooms and conferences, maximising occupancy, average rates and yield**
- Receives and processes telephone, walk-in, 3rdparty and internet reservations accurately
- Forwards all relevant paperwork to guests as per individual reservation requirements
- Understanding the business and keeping up to date with

Hotel’s sales selling strategy and letting policy and promotions
- Understanding competitor occupancies and passing on observations to the Sales team
- Identifies possible sales leads and passes to Sales team

**To ensure co-operation and ** *Must attend all Health & Safety Training as directed by the
**compliance with all legislation **designated Line Manager
*relevant to your role in the Ensure that while you undertake your role that you abide by
**business **the Health & Safety at Work Act 1974
- In use of company nominated chemicals, it is your responsibility to comply with C.O.S.H.H.
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- Understand the importance of adhering to company policy with reference to Hazard spotting, first aid reporting and reporting of accidents
- To have a complete understanding of the Hotel and Company procedure in the event of a fire
- To ensure the Company Health & Safety, Food Safety and

C.O.S.H.H. legislation are adhered to: this will involve action and appropriate training
- Ensure security for both self and all departments

**To ensure that Learning & ** *Attend Hotel and Departmental Inductions/ Meetings
*Development is undertaken to Attend Job Chats and Performance Reviews
**enable you to fulfil your job ** *Development through NVQ Training (if appropriate)
*role Being a ‘Buddy’ for new starters

**To ensure that Learning & ** *Attend Hotel and Departmental Inductions/ Meetings
*Development is undertaken to Attend Job Chats and Performance Reviews
**enable you to fulfil your job ** *Development through NVQ Training (if appropriate)
*role Being a ‘Buddy’ for new starters

Competency Framework for a Receptionist

**Adaptability ** **Flexible**
- Responds to change positively
- Calm under pressure
- Thinks ahead

**Communication ** **Is clear and open**
- Encourages others to share ideas
- Keeps other well informed and up to date

**Decision making ** **Can act on own initiative**
- Accepts responsibility for own actions
- Applies knowledge and experience

**Influencing ** **Persuasive**
- Has a positive profile
- Gains peoples attention when speaking
- Gains commitment

**Integrity ** **Open and honest**
- Treats people fairly
- Respects confidences
- Adheres to legal obligations

**Self Management ** **Organised**
- Meets deadlines
- Good timekeeping
- Personal appearance
- Motivated
- Sets a good example

**Team Work ** **Plays their part**
- Understands effect of own behaviour on others
- Supports, develops and encourages others

The above is designed to help you in the understanding of your role and is not intended to be a definitive list of your duties, as flexibility in meeting the Company and guests needs is required by all employees.

I confirm that I have read and agree that this Job Description explains the main duties of my job.

I agree to carry out any other reasonable tasks as requested by Senior Management.
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- Signed: _______________ Job Holder

Print Name: _______________ Date: _______

Signed: _______________ Line Manager

Print Name: _______________ Date: _______
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- Job Type: Part-time

**Salary**: £10.00-£11.00 per hour

**Benefits**:

- Company pension
- Employee discount
- Flexitime

Schedule:

- Day shift
- Flexitim