Receptionist

Focus Hotels Management; Matlock; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Competitive salary

Excellent training and development

28 days holiday including Bank Holiday

Stakeholder Pension entitlement

Discounted hotel room rates for you, 


On-going incentives and rewards

Meals on duty

Job summary

New Bath Hotel & Spa in Matlock is seeking a proactive Front Desk/Guest Services professional to greet guests, check them in, and manage reservations with accuracy and courtesy.

You will coordinate with housekeeping and other departments, handle payments, answer inquiries, and provide local recommendations to ensure a memorable stay. The role requires strong communication, teamwork, and IT proficiency in hotel systems.

Responsibilities

• Greet guests, check-in and check-out, and document payments.
• Manage reservations via phone, email, or in person.
• Answer calls and provide information on facilities and local attractions.
• Assist guests with luggage, transport, and directions.
• Process payments and issue receipts per hotel policies.
• Coordinate with other departments to ensure guest satisfaction.
• Handle complaints professionally and escalate when needed.
• Maintain front desk cleanliness and organize guest correspondence.
• Stay informed about hotel services and promotions.
• Multitask and manage time in a fast-paced environment.
• Use PMS and reservation software to manage guest data and reports.

Skills

Communication Skills

Teamwork

Professionalism

Attention to detail

Customer Service

IT Proficiency

Job description

Who are we

New Bath Hotel & Spa is a beautiful 54-bedroom hotel located in the heart of Matlock Bath, within the scenic Peak District National Park. The hotel stands as a testament to the area's rich history, with origins tracing back to 1745 when it began as a bathing establishment centred around a natural spring that still flows today. The hotel features a historic outdoor swimming pool known as the New Bath Hotel Lido. Established in 1934, this unique lido is supplied by mineral-rich spring water from the nearby mountainside, ensuring a natural and chemical-free swimming experience.

Role Responsibilities

Guest Check-In and Check-Out:

Greet guests upon their arrival, process check-ins and check-outs efficiently, and ensure accurate documentation of guest information and payments.

Reservation Management:

Handle guest inquiries and make room reservations over the phone, through email, or in person. Update and maintain the reservation system, ensuring accuracy and timely communication.

Front Desk Operations:

Manage the front desk area, including answering telephone calls, responding to guest inquiries, and providing information about hotel facilities, services, and local attractions.

Guest Services and Assistance:

Provide exceptional customer service by addressing guest needs and requests promptly and courteously. Assist with luggage handling, arrange transportation, and provide directions or recommendations as needed.

Billing and Payments:

Process guest payments, handle cash transactions, and generate accurate bills and receipts. Ensure compliance with hotel policies and procedures related to billing and payments.

Communication and Coordination:

Maintain effective communication with other hotel departments to ensure smooth operations and guest satisfaction. Relay messages, coordinate guest requests, and provide assistance as required.

Complaint Handling:

Address guest complaints or concerns professionally and promptly, aiming to resolve issues and ensure guest satisfaction. Escalate unresolved matters to appropriate supervisors or managers when necessary.

Safety and Security:

Follow established procedures to ensure the safety and security of guests and the property. Monitor and report any suspicious activities or incidents to relevant personnel.

Administrative Tasks:

Perform various administrative duties, such as filing, record-keeping, and managing guest correspondence. Maintain cleanliness and organization at the front desk area.

Knowledge of Hotel Services:

Stay informed about the hotel's services, amenities, and promotions to provide accurate and up-to-date information to guests.

Multitasking and Time Management:

Handle multiple tasks simultaneously, prioritize effectively, and manage time efficiently in a fast-paced environment.

Technology Proficiency:

Utilize hotel property management systems, reservation systems, and other software applications to perform tasks, manage guest information, and generate reports.

Key Requirements

• Communication Skills
• Teamwork
• Professionalism
• Attention to detail
• Customer Service
• IT Proficiency

Benefits

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