Hotel Receptionist

7 months ago

London, United Kingdom AWD Recruitment Limited Full time

Hotel Receptionist / Customer Service Front of House who has excellent customer service, communication, organisational and administrative skills is required to greet and welcome all guests and potential clients in a courteous and efficient manner for a well-established hotel chain based in Central London.

**SALARY**: Competitive

**LOCATION**: Central London (Holborn / Russell Square)

**JOB TYPE**: Full-Time, Permanent

JOB OVERVIEW

We have a fantastic new job opportunity for a Hotel Receptionist / Customer Service Front of House who has excellent customer service, communication, organisational and administrative skills is required to greet and welcome all guests and potential clients in a courteous and efficient manner.

Working as the Hotel Receptionist / Customer Service Front of House you will manage all incoming reservation enquiries and escalate to the appropriate team member when required. You will also carry out a range of administrative tasks such as updating the room statuses on the system, send end-of-day reports to the Head Office and update guest records.

As the Hotel Receptionist / Customer Service Front of House you will be extremely personable with excellent customer service skills and a helpful, friendly manner.

DUTIES

Your duties and responsibilities as Hotel Receptionist / Customer Service Front of House include:
Welcome guests upon arrival, help them to register, assign rooms and direct them to the room while informing them of all in-room and Hotel facilities

Attend to all guests and potential clients at the Front Desk in a courteous and efficient manner

Answer customer enquiries politely and efficiently

File and keep all guest registration records secure and confidential

Update guest records in the PMS system

Update room statuses on the system

Ensure all messages and correspondence are passed to guests or the relevant department

Check and send End-of-Day reports to Head Office daily

Report any problems with the End-of-Day reports to the Shift-leader or Reception Manager

To be fully conversant with all telephone and switchboard equipment

Keep record and be familiar with all extension numbers in the Hotel

Answer all internal and external telephone calls received at reception within three rings

Notify the Duty Manager/Front of House Manager/ Guest Relations Manager of the arrival of all VIPs

Ensure all room moves are dealt with and recorded efficiently

Be aware of guests’ special requirements and communicate them to relevant departments

Identify return and regular clients and make sure their special requirements are met

Obtain sufficient security before checking in a guest, i.e. card pre-authorisation, cash deposit, clear bill back instruction in writing

Ensure all bills and room charges are posted correctly

Ensure correct amount of payment is charged to the guest

Ensure corrections/adjustments are done correctly and authorised by the Reception Manager/Front of House Manager

Send all bills of departed guests to Head Office

Make sure ledger bills are printed with the correct details, including guest title, name, company name, company address, reference number, purchase order number, itemised charges and VAT breakdown, and any other details specified in the correspondence

Ensure to check desk folios on a regular basis

Prepare Banking at the end of each shift and ensure all money banked is kept safe and secure for collection

Perform credit check for all in-house guests at least once per shift and inform the Reception Manager/Front of House manager of any issues

Promote and upsell the Hotel facilities aiming to maximise occupancy and revenue

Be fully conversant with the rate structure and current promotions

Enter correctly all reservation details into the system

To be fully conversant with hotel and in-room facilities as well as local attractions, transport routs etc. in order to be able to answer any related customer enquiries

Accept changes or additions in work hours, which are necessary for the maintenance of uninterrupted service to hotel guests

To observe and implement procedures of dealing with emergency situations, fire prevention and Health and Safety

HOW TO APPLY

**JOB REF**: AWDO-P10990

Full Time, Permanent Customer Service and Hospitality Jobs, Careers and Vacancies. Find a new job and work in Central London. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.

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