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Reception Team Associate

1 month ago

Crawley, West Sussex, United Kingdom Bloc Hotel Operations Ltd - Gatwick Full time
About Us

Bloc Hotel Operations Ltd - Gatwick is redefining the boundaries and expectations for short-stay hotels. Our proactive and purposeful team is dedicated to providing exceptional guest experiences.

About the Role

As a Reception Team Member, you will work a variety of shifts, including early and late hours, to ensure seamless guest check-in and check-out processes. You will be responsible for maintaining accurate and efficient reception operations, delivering friendly and professional customer service, and working closely with the reservations department to maximize sales and repeat custom.

Responsibilities
  • Maintain accurate and efficient reception operations, including managing guest inquiries and delivering exceptional customer service.
  • Work closely with the reservations department to maximize sales and repeat custom.
  • Guide guests through the booking, check-in, and check-out process, promoting 'Smart Room Control' and upselling opportunities.
  • Ensure professional telephone skills are carried out when taking reservations and fielding all other calls.
  • Have an understanding of the PMS System and use it to the best of its ability for check-in, check-out, reservations, and payment of bills.
  • Deal with any complaints effectively and efficiently, following company guidelines and introducing the relevant manager when needed.
What We Offer
  • Competitive salary
  • Guaranteed paid day off on your birthday
  • Enhanced holiday allowance starting from 31 days, increasing to 33 days and 35 days based on length of service
  • Complimentary hotel accommodation allocation
  • Generous Friends & Family rates group-wide
  • Fully stocked canteen
  • Healthy Minds Employee Assistance Programme (EAP)
  • Internal progression opportunities
  • Subsidized parking
  • 25% Discounted bus or train travel to/from your home station
  • Refer a friend incentive
About You

We're looking for someone who lives and breathes customer service and thrives on going above and beyond. You'll also have:

  • Previous experience in a customer-facing role
  • Able to work evenings and weekends
  • Dedicated to detail with an ability to handle multiple tasks at once
  • A positive 'can do' attitude with excellent problem-solving skills
  • Inclusive and collaborative, sharing responsibility and accountability for success