Guest Service Agent/Receptionist

Sandman Hotel Group; Crawley; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

28 days holiday

Pension

Rewards & recognition

Growth opportunities

Training programme

Team member rates

Food discount on shift

Cycle to Work Scheme

EAP

Complimentary nights after 12 months

Job summary

Sandman Hotel Group is seeking a Guest Service Agent/Receptionist (Full-time) to be the welcoming face of the hotel in Crawley. The role involves checking guests in/out, handling inquiries, and ensuring a smooth front desk operation with a proactive attitude.

Strong customer service skills and a friendly, professional demeanor are essential, along with proficiency in Microsoft Office and Maestro software. The position offers a comprehensive benefits package and opportunities for growth.

Qualifications

• Experience in all aspects of customer service and people management.
• Strong working knowledge of accounting practices and principles.
• Ability to analyze and interpret the needs of clients and offer appropriate options, solutions, and resolutions.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Able to effectively communicate both verbally and in writing.
• High level of proficiency with Microsoft and Maestro software packages.

Responsibilities

• To provide a warm, welcoming and friendly environment.
• Responsible for checking guests in and out of the Hotel.
• Luggage assistance.
• Issues room keys, pamphlets, discount cards, etc.
• Answers various questions from guests and arranges transportation for guests.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
• Book telephone reservations.
• Computes bills, collects payment and makes change for guests.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
• Print updated in-house, arrival, departure, and room status reports every two hours.
• Check all unresolved departures.
• Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Write all wake-up call requests on specified form and enter on switchboard.
• Complete welcome calls.
• Clean and tidy front desk area.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• Provide information to staff and/or clients about special activities.
• Observe and report any security issues to the Manager.

Skills

Excellent customer relations

Time-management

Adaptability under pressure

Exceed guest expectations

Verbal and written communication

Microsoft Office

Maestro software

Tools

Microsoft Office

Maestro

Job description

We now have an exciting opportunity for a Guest Service Agent to act as the Hotel's front line in welcoming our guests. You will be the human face of the business so a warm and genuine personality is essential. Experience in hotel reception is desirable although absolutely not a requirement; a sunny disposition, impeccable communication skills, smart appearance and a genuine pro-active passion for service are the key attributes we will be looking for.

We are currently recruiting for the following position:

• Guest Service Agent/Receptionist (Full-time)

JOB REQUIREMENTS:

• Experience in all aspects of customer service and people management
• Strong working knowledge of accounting practices and principles
• Ability to analyze and interpret the needs of clients and offer the appropriate options, solutions, and resolutions required
• Exceptional conflict resolution, negotiation, and objection handling skills
• Able to effectively communicate both verbally and in writing
• High level of proficiency with Microsoft and Maestro software packages

Key responsibilities of the role include:

• To provide a warm, welcoming and friendly environment
• Responsible for checking guests in and out of the Hotel.
• Luggage assistance
• Issues room keys, pamphlets, discount cards, etc.
• Answers various questions from guests and arranges transportation for guests.
• Respond to telephone, e-mail, and in-person inquiries from clients, business partners, and other parties.
• Book telephone reservations
• Computes bills, collects payment and makes change for guests.
• Count and verify cash, shift activity, keys, gift certificates, and wireless internet cards with departing shift.
• Print updated in-house, arrival, departure, and room status reports every two hours
• Check all unresolved departures.
• Ensure front desk is stocked with any items guests may require before housekeeping leaves for the day.
• Write all wake-up call requests on specified form and enter on switchboard.
• Complete welcome calls.
• Clean and tidy front desk area.
• Refer all inquiries to the appropriate individuals, divisions, or departments across the organization.
• As a front-line worker, present a positive and professional image of the organization to all visitors, suppliers, inquiries, and other interactions.
• Provide information to staff and/or clients about special activities.
• Observe and report any security issues to the Manager.

APPLICABLE SKILLS:

• Excellent customer relations.
• Must have time-management skills.
• Adaptable to change and be able to handle multiple priorities under pressure.
• Eager and focused to exceed guest expectations.

We believe that by taking care of our team members, we create a positive atmosphere that benefits both our team members and guests. We want you to love coming to work and also find that working with Northland has a positive influence on your life outside of work.

BENEFITS

• 28 days holiday per annum, with additional holiday for length of service milestones
• Flexible schedule
• Pension
• Rewards, recognition & long service awards
• Growth opportunities
• Dedicated training programme
• Team Member and Friends & Family hotel rates
• 40% off food when working on shift
• 25% off food & non-alcoholic drinks when dining, for up to six people
• Referral Bonus Programme starting at £250
• Cycle to Work Scheme
• Employee & Family Assistance Programme (EAP) – confidential wellbeing, mental health, legal & financial support
• 3 complimentary nights in the UK, Ireland or North America after 12 months' service
• Education & Skills Development Programme
• Brand-specific perks in North America

SUMMATION:

Submission of resume does not guarantee an interview or an actual transfer. Qualified applicants are encouraged to apply, provided they meet the minimal requirements of the applicable skills required.

You must be legally entitled to work in UK to apply.