Reception Team Member

Belfast easyHotel opened as guest accommodation in August 2018. It offers visitor’s super-budget accommodation in the city centre and is part of the growing easyHotel chain and the easy family of brands.

easyHotel has an estate of around 50 properties in 33 cities. A third of the properties are franchised. We are a privately owned franchise, and Belfast is the first easyHotel franchise on the island of Ireland. At easyHotel we promise our guests great service and a good night’s sleep at an easy price; nothing more and nothing less.

Start date, tbc

Working Hours; Half time - 80 hours/month. A combination of Morning and/or

afternoon shifts over a 7-day week, 7am - 3pm or 3pm - 11pm

Salary; £12.30/hr

Probation Period; 2 months

**Job Overview**
- **You will be the type of person that enjoys working with people, has terrific people skills and a customer focused approach. You will have a passion to deliver excellent customer service combined with the ability to carry responsibility working independently and within a team.**_

**Duties & Responsibilities**

**Safety & Security**
- Ensure a welcoming, safe, and secure environment for our customers, team members and partners in compliance with our procedures and legislative requirements.
- Handle the evacuation of the property in the event of a fire or emergency.
- Observe all Health and Safety and Fire Regulations
- Take responsibility for the security of Reception and all public & non-public areas.

**Hospitality**
- Handle all guest and other interactions with intelligence, courtesy, and good humour.
- Greet and welcome customers and visitors immediately using eye contact and a friendly tone and manner.
- Check correspondence and allocate rooms according to given customer requirements.
- Check-in customers correctly, along with the appropriate add-ons
- Ensure all calls are answered by good morning/afternoon/evening, identify Belfast easyHotel and personal name, asking how you can help.
- Ensure all customer comments are recorded and reported to your Hotel Manager
- Act as passionate ambassadors to our guests for Belfast & Northern Ireland and have good local knowledge to assist customer enquiries.
- Encourage customer feedback through review channels, such as Trip Advisor.
- Demonstrate easy brand ownership by maintaining all brand standards.
- Ensure the sleep easy basics are in place and followed every day.
- Walk the “customer journey” to ensure brand standards are maintained.
- Drive improvement in set customer satisfaction goals.
- Collaborate with the entire team to establish and implement services and programmes that meet or exceed customer expectations.
- Make time to interact with customers, ask for feedback and build relationships.
- Review customer feedback with colleagues and contribute to improvement action plans.
- Review’s action plans for customers’ pre-arrival and post arrivals
- Be aware of all services and proactive in the sale of these to guests.
- Ensure that all enquiries are passed to the Hotel Manager or Deputy Hotel Manager as appropriate.

**Daily Operations**
- Provide daily housekeeping activity lists and records.
- Carry out daily payment operations and reviews.
- Assist with the forward planning of reservations, housekeeping, and maintenance.
- Assist the GM in developing programmes that drive improvements in team engagement and ensure that they are aligned with easyHotel’s values and behaviours.
- Assist guests with any reasonable request.
- Use equipment and materials in the correct manner and report any problems immediately.
- Contribute to the local event calendar managed by the GM to share with Group Revenue Manager and Marketing manager to achieve forecasted budgets and required operating results.
- Assist the GM to support, engage and motivate the team by celebrating and recognising everyone’s success within the hotel. Create a positive, inclusive environment where communication is a two-way flow and people feel respected and listened to.
- Operate in a way that promotes equality, diversity, and inclusion.
- Understand how to operate all the software used in operations.
- Understand all rates and special offers.
- Notify the GM/AM on any maintenance items required.
- Raise any issues with GM when further equipment or expenditure is required.
- Ensure all messages are taken and passed on to the correct party.
- Have full awareness of the facilities and rooms.
- Comply with all Data Protection Regulations
- When problems occur take ownership to resolve the issue with the relevant people and encourage colleagues to do the same.

Every effort has been made to ensure the details of the job description are correct, however like any job this list is not exhaustive. The requirements of the hospitality industry and looking after the public may require the jobholder to carry out other tasks as required by management.

**Selection Criteria**
- Experience of working at a hotel, or similar, front desk or reception.
- Experience of