Hotel Receptionist

Horwood House Hotel is nestled in the heart of the Buckinghamshire countryside. Built in 1911, the beautiful Grade II listed Manor House is the focal point, with the hotel coming to the end of a £6M renovation project.

Horwood House combines heritage, comfort and warm, friendly service to create an unforgettable experience. the house, lily pond and manicured Pytheas Gardens provide a truly stunning backdrop for our guests and visitors to enjoy.

A range of spectacular and flexible meeting spaces, a dedicated events team and accessible location makes Horwood House Hotel the perfect location for any event, from unique business meetings and conferences to special occasions such as weddings, birthdays and anniversaries.
those who choose to work at Horwood House become part of a family who will help deliver the next chapter in the history of our Hotel. In return, we are committed to providing help and support with development and training to ensure our employees grow with us as we continue to drive our collective ambitions.

**A. Main duties/responsibilities**

The purpose of this role is to act as a Hotel Receptionist and ensure that excellent customer service is provided.

Reception Duties

1 Supplying the highest possible levels of customer care and service whether in the public eye or in the back of house areas.

2 To be fully conversant with the Hotel’s facilities and location in order to respond to guest enquiries.

3 Anticipate guests need wherever possible in order to deliver exceptional quality of service and in turn guest satisfaction.

4 To promote a helpful and professional image within the department ensuring full co-operation is given to colleagues in other departments.

5 To ensure you perform all Reception duties to the required standards of performance of the Company and Hotel.

6 To ensure you implement and comply with the Company and Hotel audit and accounting requirements.

7 To be fully conversant with the Reservations policy and procedures.

8 To input reservations as and when required and to perform reservations checks as and when required.

9 Maximise all sales opportunities ensuring sales leads are passed to the appropriate sales department.

10 To follow the Hotel policy relating to guest comments and complaints.

11 Report any maintenance problems and ensure they are rectified, especially in relation to the comfort of guest and issues of health and safety.

12 To attend any departmental and training meetings as required.

**B. Professional Conduct**
- To take an active role as a team member, welcoming new colleagues and helping them to settle into the business.
- Demonstrate a “can do” attitude offering assistance to any guests.
- To be a valued member of the team, helping and advising colleagues where required.
- Promote the image of Horwood House Hotel at all times.
**C. Training and Development**
- To attend daily bite-size training sessions conducted by your Head of Department.
- To ensure you perform your daily duties in accordance with the trained standards and customer service ethos.
- To attend monthly departmental meetings or any other meetings for the better performance of your role.
- Your work will be assessed throughout your employment on an annual basis and a development plan will be agreed.
**D. Health & Safety**
- To ensure that the Hotel Health & Safety procedures are adhered to and implemented within the department.
- To be aware of all legislation that is relevant to your work and ensure that all legal requirements are met including: licensing, health & safety at work, Coshh, environmental health, fire precautions, manual handling and any other relevant policies.
**E. Financial**
- To assist the Head of Department and to be responsible for all stocks held in the department, their safe storage and usage to ensure correct control of costs is achieved.
- To assist the Head of Department and ensure all services used are correctly recorded and charged to the appropriate guest.
**F. Company Standards**

1. To be dressed in a smart and professional manner in conjunction with the Standards stated in your handbook.

2. To be a valued member of member of the team and helping and advising colleagues where required, promoting the image of the Horwood House Hotel at all times.

3. To comply with any reasonable request from the management team or your Head of Department.

**G. General Responsibilities**
- To ensure the accuracy of all information and respect its confidentiality.
- To carry out any other duties as reasonably requested by your Supervisors and Management Team.
- To ensure that you maintain high standards of guest care, both to internal and external guests and be aware of satisfiers and dissatisfiers for each.
- As part of the larger team involved in maintaining the standards of Horwood House Hotel, to be available for any reasonable assistance you may be requested to give in other areas of the Venue as business demands.
- To be a valued member of the Horwood