Receptionist

New Bath Hotel and Spa; Matlock; Hybrid; GBP 21,000 - 25,000; Full time

Benefits offered by this job

Competitive salary

Training and development

28 days holiday including Bank Holiday

Stakeholder Pension entitlement

Discounted hotel room rates for you, &

Meals on duty

On-going incentives and rewards

Job summary

New Bath Hotel & Spa in Matlock Bath invites applications for a Front Desk Assistant. You will greet guests, manage check-ins/outs, take reservations, and provide information about local attractions and hotel facilities.

You will process payments, coordinate with other departments, and ensure a smooth and welcoming guest experience. We seek team players with strong communication, attention to detail and IT proficiency in reservation systems.

Qualifications

• Excellent communication and customer service skills.
• Strong teamwork and professionalism in a fast-paced hotel setting.
• Attention to detail in guest check-in, reservations, and billing.
• Proficiency with hotel IT systems and reservation software.
• Ability to multitask and manage time effectively.

Responsibilities

• Greet guests and handle check-in/check-out accurately.
• 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 in line with policy.
• Coordinate with other departments to ensure smooth operations.
• Handle guest complaints professionally and escalate when needed.
• Maintain front desk organization and stay informed on services.
• Utilize PMS, reservation systems, and reporting tools.

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