Receptionist

Focus Hotels Management Limited; Stratford-upon-Avon; Hybrid; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Competitive salary

Training & development

28 days holiday (pro‑rata) + BH

Pension entitlement

Discounted room rates

Incentives & rewards

Meals on duty

Job summary

Focus Hotels Management Limited operates The Swan's Nest Hotel in Stratford-upon-Avon, offering 79 rooms. The Front Desk Receptionist role involves warmly greeting guests, handling check-ins/outs, reservations, and providing local information.

The position requires excellent customer service, strong communication, and the ability to multitask in a fast-paced hotel environment. Training and development are provided along with competitive benefits.

Qualifications

• Excellent customer service and communication skills
• Ability to multitask and manage front desk operations
• Strong attention to detail and teamwork

Responsibilities

• Guest Check-In and Check-Out: greet guests, process registrations and payments accurately.
• Reservation Management: handle inquiries and create/modify reservations via phone, email, or in person.
• Front Desk Operations: answer calls, provide hotel information and local recommendations.
• Guest Services and Assistance: assist guests, help with luggage, arrange transportation.

Skills

Communication

Teamwork

Professionalism

Attention to detail

Customer Service

IT Proficiency

Job description

Who are we

The Swan's Nest Hotel is a 17th century building offering 79 rooms, located 5 minute walk from the historic heart of Stratford-upon-Avon.

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 pro-rata 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