Front Office Receptionist

Focus Hotels Management Limited; West of England; Hybrid; GBP 18,000 - 24,000; 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 personable Front Desk Agent to greet guests with warmth and deliver outstanding service at check-in. You will be the first point of contact, pass on information about facilities and promotions, and help guests feel welcome from arrival to departure.

You will work with colleagues to meet guest needs, manage enquiries, handle payments, and ensure accuracy of guest accounts while upholding GDPR and hotel policies.

Qualifications

• Customer service experience is essential.
• Attention to detail for accurate guest accounts and billing.
• Solid IT skills for front desk systems and reservations.
• Clear communication with guests and colleagues.

Responsibilities

• Provide guests with a warm welcome at check-in and explain hotel facilities.
• Anticipate guest needs and respond courteously to requests.
• Operate front office systems accurately and efficiently.
• Maximise room sales through knowledge of facilities and promotions.
• Handle cash and card transactions in line with policy and GDPR requirements.
• Answer queries and pass messages promptly to guests and colleagues.
• Ensure correct billing and smooth guest check-out.
• Maintain a helpful and positive attitude to ensure guest satisfaction.

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.

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