Receptionist

Elite Hotels (Rotherwick) Ltd.; Hook; On-site; GBP 18,000 - 23,000; Full time

Job summary

Elite Hotels (Rotherwick) Ltd. is seeking a Receptionist to be the first point of contact for guests, both in person and on the telephone, at the heart of our Hook hotel.

You will deliver first class service and support smooth check-in and check-out processes. You will work with our Front of House Team, bringing excellent communication and administration skills, an eye for detail, and a commitment to outstanding service.

Qualifications

• Excellent communication and administration skills with an eye for detail.
• Customer service focus; first point of contact for guests.
• Understanding of what constitutes outstanding service; hotel reception experience not essential.

Responsibilities

• Lead Guest Service & Switchboard staff to maintain top customer care for guests.
• Oversee daily Reception Desk and Switchboard operations, liaising with Heads of Departments.
• Maintain and improve quality standards; Red Star and Elite Standards as benchmarks.
• Ensure staff use Fidelio Opera PMS, Concept and Squirrel POS effectively and accurately.
• Utilize Guest History profiles; log and act on guest feedback.

Skills

Communication skills

Administration skills

Customer service

Tools

Fidelio Opera PMS

Concept

Squirrel POS

Job description

Receptionist Overview:

To be the first point of contact for all guests, in person and on the telephone at the heart of the Hotel.

As a Receptionist working with our Front of House Team, you will excel at proving guests with first class service, ensuring a smooth check-in/out service and deal with any enquiries swiftly and efficiently.
As the first port of call for guests, you will directly affect their impression and experience of staying within an Elite Hotel. We are proud of the level of service offered at our hotels and you will provide a pivotal role in maintaining these standards. Although specific hotel reception experience is not essential, you will need to have an understanding of what constitutes outstanding service. You will have excellent communication and administration skills as well as an eye for detail.

Receptionist Key Responsibilities:

• To ensure the Guest Service & Switchboard Staff are managed, directed and motivated at all times to maintain the highest levels of customer care, relating to both our external and internal guests.

• To oversee the day to day operation of the Reception Desk and Switchboard, liaising closely with all Heads of Departments.

• To ensure that quality standards within the Guest Service Team are maintained and wherever possible improved upon. Red Star and Elite Standards to be the benchmark in all measurements.

• To ensure that all staff use the Fidelio Opera PMS, Concept and Squirrel POS to maximum effect ensuring that all Reception Staff are fully conversant in all appropriate functions.

• The effective use of the Guest History (Profiles), logging and acting upon all guest feedback.

At Elite Hotels we have a single minded and unwavering goal to make every visit to our hotels a positive experience that customers feel compelled to talk about.