Front Office Receptionist

New Bath Hotel & Spa; Stratford-upon-Avon; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Competitive salary

On-going training and development

28 days holiday pro-rata includingBank

Pension entitlement

Discounted hotel room rates for staff

Job summary

The Swan’s Nest Hotel in Stratford-upon-Avon is seeking a friendly Front Office Associate to welcome guests and deliver outstanding service at check-in and throughout their stay.

You will be the first point of contact, explain facilities, maximise room sales, handle payments, and maintain accurate guest accounts while following GDPR guidelines. Join a team that values detail, IT skills and clear communication to create memorable experiences.

Qualifications

• Customer service experience required.
• Attention to detail essential.
• Good IT skills and familiarity with hotel front desk systems.
• Strong communication abilities in a guest-facing role.

Responsibilities

• Provide guests with a warm welcome and excellent service.
• Check guests in and issue keys, explaining hotel facilities positively.
• Promote hotel facilities and promotions to maximise room sales.
• Anticipate guest needs and respond courteously and helpfully.
• Operate front office systems confidently and accurately.
• Ensure all guest charges are posted correctly and accounts are balanced.
• Handle enquiries efficiently and relay messages promptly.
• Maintain knowledge of local area and events for guest information.

Skills

Customer service

Attention to detail

IT proficiency

Communication skills

Job description

Who are we

The Swan’s Nest Hotel is a 17th century building offering 72 rooms, located 5 minute walk from the historic heart of Stratford-upon-Avon.

Role Responsibilities

• You’ll provide guests and visitors with a warm welcome and great service. You will be the point of contact for our guests delivering outstanding service and creating wonderful memories. Responsible for delivering consistent high standards of service and ensuring guest satisfaction. You’ll need to be a team player, working efficiently with your colleagues to meet guest’s needs whilst meeting our organisational values.
• Provide all guests with a warm welcome at check in, issuing keys and explaining hotel facilities in a positive and engaging manner.
• Be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximise hotel sales.
• Whenever possible, anticipate guest’s needs and be aware of all written and spoken requests, carrying out these requests in a courteous and helpful manner.
• To be fully conversant and able to operate the hotels front office systems.
• Be aware of the hotel availability and that every opportunity to maximise room sales is taken.
• Deal with cash and credit transactions in accordance with the hotel and company policy, and to ensure that any discrepancies are reported immediately.
• Answer calls and deal with enquiries efficiently and in line with company policy. Take messages and communicate effectively.
• Ensure the float handed over is checked and correct.
• Ensure all messages received for guests are passed on accurately and as quickly as possible whilst remaining compliant with GDPR procedures.
• Ensure a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained.
• Ensure that all charges are correctly posted to the guests bills following the standard procedures and that all guest accounts are complete and accurate.
• Complete guest check outs efficiently and in line with company procedures. Always ensuring guest satisfaction before departure. Deal with any issues in a positive, appropriate and proactive manner.

Key Requirements

• Customer service experience
• Attention to detail
• IT proficiency
• Communication skills

Benefits

• Competitive salary
• Excellent on-going support, training and development
• 28 days holiday pro-rata including Bank Holidays per annum
• Stakeholder Pension entitlement
• Discounted hotel room rates for you, your friends and family
• On-going incentives and rewardsMeals on duty