Front Office Receptionist

Focus Hotels Management Limited; West of England; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Discounted or free food

Employee discount

On-site parking

Job summary

DoubleTree by Hilton Bristol City Centre is seeking a guest-focused front desk professional to provide a warm welcome, deliver outstanding service, and manage check-ins and inquiries on a daily basis.

You will handle transactions, operate front office systems, and contribute to achieving high guest satisfaction while complying with company policies.

Qualifications

• Experience in hospitality or customer service.
• Strong attention to detail and accuracy.
• Proficient with IT systems and hotel software.
• Excellent communication skills with guests.

Responsibilities

• Provide guests with a warm welcome at check-in and explain hotel facilities.
• Process cash and card transactions accurately according to policy.
• Operate front office systems and handle guest inquiries.
• Assist in maximizing room sales opportunities and upsell where possible.
• Answer calls and manage enquiries efficiently and professionally.
• Ensure GDPR compliance in handling guest data and messages.
• Support smooth guest check-outs and resolve issues proactively.

Skills

Customer service experience

Attention to detail

IT proficiency

Communication skills

Job description

Who Are We

As part of the Hilton Worldwide brand we want to be the first choice for guests and team members alike. By joining the Hilton brand you will gain unparalleled access to an array of rich experiences, knowledge and opportunities that will prove valuable to your personal and professional growth. The DoubleTree by Hilton Bristol City Centre is one of the leading 4* city centre hotels 206 bedrooms and 12 conference rooms.

Who Are We

As part of the Hilton Worldwide brand we want to be the first choice for guests and team members alike. By joining the Hilton brand you will gain unparalleled access to an array of rich experiences, knowledge and opportunities that will prove valuable to your personal and professional growth. The DoubleTree by Hilton Bristol City Centre is one of the leading 4* city centre hotels 206 bedrooms and 12 conference rooms.

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

• Discounted or free food
• Employee discount
• On-site parking