Receptionist 0 hours contract

AccorHotels; Rochdale; On-site; GBP 21,000 - 27,000; Full time

Job summary

Mercure Manchester Norton Grange Hotel and Spa in Manchester requires a Front Office professional to manage reception duties, ensure brand standards are followed, and oversee guest check-ins, check-outs, and billing. You will allocate rooms, coordinate with Housekeeping, and ensure excellent guest experiences throughout their stay.

You will be familiar with front office procedures, guest privacy, and loyalty programs, ensuring smooth operation from arrival to departure and handling escalations

Qualifications

• Reception experience preferred.
• Knowledge of Opera PMS (training provided).
• Strong guest service and communication skills.

Responsibilities

• Ensure all Front Desk tasks are completed in a timely manner.
• Follow brand standards and maintain high service levels.
• Manage room allocations and guest requests with Housekeeping.
• Process check-ins and check-outs and handle billing accurately.
• Monitor occupancy, rate levels and communicate with relevant departments.
• Respond to guest enquiries and resolve issues to exceed expectations.
• Maintain proper cash handling, float balances and daily reconciliations.

Skills

Front desk operations

Guest service

Communication skills

Team collaboration

Tools

Opera PMS

Job description

The 4-star Mercure Manchester Norton Grange Hotel and Spa is set in tranquil countryside and its own landscaped grounds. Situated 8 miles from the city centre, this Manchester hotel has 81 contemporary guest rooms, each with wireless internet and satellite TV. The dining options include the elegant Grange Restaurant, or the less formal Pickwick Bistro. The hotel has a spa facility, with an indoor heated pool, fitness room and massage treatments. The function rooms welcome up to 220 guests.

Job Description

Connecting you with your role:

• Ensure all Front Desk tasks are completed in a timely manner.
• Ensure all brand standards are being followed.
• Monitor room type booking levels and ensure the appropriate allocation of rooms for arrivals as well as communicating on room upgrades to relevant departments.
• Ensure optimum occupancy and average rate for the purpose of maximizing revenues.
• Report any faults or issues guests have risen to the relevant departments and to the Duty Manager.
• Resolve any guest enquiries and exceed expectations to build returning guest clientele.
• Be fully conversant with all Front Office departmental procedures.
• Monitor front desk activities with regards to correct billing of revenues, cash control, float balances and credit balances of guests in-house in compliance with hotel policy.
• Overview guest journey from the point of arrival to departure, ensure proper hand over and information is given to the Front Office team.

KEY RESPONSIBILITIES

• Being familiar with all the applications, which contribute to a good execution of the shift such as Opera PMS (Training will be provided)
• Manage room allocations and guests’ requests in cooperation with Housekeeping department.
• Being able to execute daily operations such as check in, check out and billing.
• Successfully conduct tasks according to checklists.
• Regularly review room availability situations together with Housekeeping.
• Record and hand over lost property to Housekeeping.
• Be familiar with hotels guest key systems and procedures.
• Be familiar with booking systems and guest loyalty schemes.
• Respond and Action all emails.

Be Knowledgeable:

• Knowledge of overall hotel operations is essential for this role.
• Knowledge of the property, its configuration to understand room allocations.
• Knowledge of room types and room rates (training will be provided).
• Be familiar with Fire, Emergency and Bomb threat evacuation procedures and serve as the liaison point in case of emergencies along with Duty Manager (training will be provided).
• Be informed of all relevant matters at all times enabling them to take correct action where necessary.
• Ensure new SOPs, standards and processes are communicated and followed through on a daily basis.

Customer Contact:

• Be familiar with all in-house VIP’s, regular and long stay guests.
• Handle guest comments, complaints, requests or inquiries, by assuring appropriate action is taken or delegate until guest satisfaction has been met and exceeded, promptly.
• Create and maintain a personal and respectful rapport with regular guests.
• Ensure guest privacy and security, respecting confidential information.
• Ensure service value and exceed guest experiences.

Working with others:

• Work as a strong and committed team member and colleague.
• Participate and support managers, supervisors and associates providing feedback as needed.
• Establish and maintain open, collaborative relationships within the team.
• Ensure that the highest standards of personal hygiene are maintained.

Management:

• Attend training as required.
• Be on duty as scheduled.
• Ensure professional working relationship with all departments of the hotel as main contact person for the daily operation of the Front Office department.
• Liaise with maintenance and housekeeping on all matters that may concern them.

Quality Awareness:

• Ensure that guests receive prompt cordial attention.
• Ensure to be groomed as specified.
• Be fully aware of all functions taking place in the hotel at any given time while on duty.

Experience:

• Reception (1 Year Preffered)

Job Types: Full-time, Contract, Permanent

Additional Information

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.