Hotel Receptionist

**MAIN SCOPE AND PURPOSE OF THE ROLE**:
Responsible for providing an authentic and loving welcome to all of our guests and visitors in the area of Front of House whilst offering assistance throughout their stay in our hotel. You will be a local area guru and know what is going on at The Tate Modern as well what the best hidden gems are nearby and the bars & restaurants not to miss. You will also maximize revenue and promotion of the hotels’ outlets where applicable.

Managing the reception duties will be second nature to you You will have brilliant communication and people skills. Instinctively you will want to make every guest feel special, treat them as individuals and be able to gauge just how local they want to be.

Most importantly, we just want you to be you.

**MAIN DUTIES & RESPONSIBILITIES**:

- To be responsible for the day to day supervision of the Reception in the absence of the more senior Front Desk Management
- To be familiar with all Reception tasks and ensure smooth running of front desk
- To be fully knowledgeable in the procedure of Checking-In and Checking-Out guests to the Marriott brand standards
- To be fully conversant and to abide by the policies and procedures set in the Quality Standards and grooming standards
- Assist guests with luggage where necessary
- To carry out Concierge like duties such as booking a bus tour, The London Eye, tours via Evan Evans & Golden Tours, assisting the guests to go to the London Sights and making recommendations for places to eat and of interest in the South Bank Area
- Deliver In-Room-Dining orders to guest rooms should the F&B operation require assistance
- Maintain cleanliness of the lobby - this includes but is not limited to hoovering, sanitizing surfaces, dusting, and mopping
- To actively participate in the upselling of rooms to maximize the departments total revenue
- To be fully knowledgeable of and actively up-sell other outlets where applicable
- To liaise effectively between departments and management regarding arrival, hotel occupancy, VIP’s, groups and functions with use of the ‘Handover Report’ and any other necessary procedures
- To deal efficiently and courteously with any guest enquiries or complaints in a timely manner and to ensure follow-up and ensure guest satisfaction communicating any relevant issues to management
- To be fully familiar with correct reservations procedures, billing procedures and marketing programs of the hotel ensuring all knowledge is up to date and correct
- To have an up to date and accurate knowledge of booking levels, room types variations / house counts during the weekend and evening
- Check Open Folios on PMs and close by the end of shift or handover to the Duty Manager
- To ensure confidentiality is maintained in all areas of the business with regards to Hotel and guest matters
- To be fully knowledgeable in all areas of the Front Office SOPs and legal aspects of the Hotel (Health and Safety, money laundering and credit card fraud) and reporting all suspicions of irregularity to the Front Office Manager or Duty Manager immediately
- To carry out any other reasonable duties as requested by the General Manager or any other management in an efficient manner
**COMMUNICATION**
- Maintain effective communication within the department and ensure that the Head of Department is kept well informed of any problems / queries that have arisen
- Report any problems / complaints to the relevant Head of Departments or Duty Manager
- To liaise with other departments to ensure good communication and offer support
- To be fully conversant with the Team Member Handbook

**Health & Safety**
- Ensure you are aware of your Health & Safety responsibilities as required by the hotel’s Health and Safety policy, and monitor compliance with procedural requirements
- To be fully conversant with and abide by all rules concerning Fire, Health & Safety and attend all relevant, statutory training

**QUALIFICATIONS & SKILLS REQUIRED**
- A proven track record as a receptionist, with a good knowledge of Opera or similar PMS
- Good level of English, other languages are an advantage
- An in-depth knowledge of the product & brand
- Social and cultural knowledge of the Southbank area
- Microsoft Word and Excel knowledge is a bonus
- Happy, friendly, and approachable

**Our Values**

**Make It Easy**
At Bankside we like to make it easy for our Guests and also our fellow team members, we don’t believe that you are only accountable for your work but also how you support those around you.

**Feel Empowered**
We recruit based on your talent, skill and desire to be part of the Bankside team. Therefore we find it only fair that you should feel comfortable to speak out, take charge and help be a problem solver.

**Belong**

Bankside is where we want you to belong and feel comfortable. Show love towards our guests and your team; it I also a place where we embrace individuality so much so that it is one of our core values.

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