Receptionist - contract for 24-hours

Hotelandresortsolution; Washington; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Free meals on duty

Pension scheme

Lunch on shift

Free uniform

Hotel discounts worldwide

Learning programs

Job summary

Mercure Newcastle George Washington Hotel Golf & Spa, part of the Accor network, is seeking a Receptionist to warmly welcome guests from arrival to departure. You will manage registrations, handle inquiries, and coordinate with departments to ensure memorable service.

The role requires a customer-focused mindset, a friendly demeanour, and the ability to work various shifts, including weekends. Experience in front-of-house in a hotel and a good command of English are preferred.

Qualifications

• Hotel front-of-house experience preferred.
• Experience with Opera or a related system.
• Fluency in English; additional languages are a plus.

Responsibilities

• Provide warm, professional Reception service to all guests.
• Welcome guests on arrival and assist with registration and checkout.
• Handle switchboard and messages to guests’ rooms promptly.
• Manage guest accounts and ensure charges are accurate.
• Take reservations and events bookings when needed.
• Upsell hotel facilities to guests and contribute to revenue.

Skills

Service-focused

Customer service

Front of house

Communication skills

Education

Good general education

Tools

Opera PMS

Job description

The Mercure Newcastle George Washington Hotel Golf and Spa is an independently owned hotel, golf and leisure complex located on the outskirts of Newcastle upon Tyne. The hotel has been awarded and become an AA 4 Star Hotel. The Washington-based hotel offers a convenient location for visitors to the Tyne and Wear region with easy access to the major road network and within 15 minutes of Newcastle upon Tyne, Sunderland and Durham.

Join a hotel that is a member of the Accor network, whose group brings together more than 45 brands, 5,500 hotels, 10,000 restaurants and lifestyle destinations. Here, we believe in you and what you bring to the table. There are many opportunities for development and advancement. Every gesture, every smile, every action, contributes to creating a positive and memorable impact for our customers, our colleagues and also for our planet. Together, we embody the vision of responsible hospitality.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Job Description

First impressions are everything! As a Receptionist, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

We need people like you. Reliable people who speak with a smile and deliver a warm welcome. At The Mercure Newcastle George Washington Hotel, we respect our staff for what they are: individuals and team players whose skills make us one of the world’s top companies. Flexibility is key to our business culture and we aim to help everyone get the work/life balance right.

You’ll be the public face of the hotel – and your public will expect you to be an expert in many areas. You’ll have good knowledge of our facilities and services, understand billing and messaging, even advise on local tourist attractions.

What is in it for you:

• In return we will give you free meals on duty, access to a pension scheme, lunch at work included when on shift, free uniform and hotel discounts worldwide.
• Shifts are 6:45 AM to 3:15 PM or 2:45 PM to 11:15 PM and you will be required to do a mixture of both. One in four weekends are guaranteed to be off work.
• Employee benefit card offering discounted rates at Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
• Company pension
• Free on site parking
• Swim and Gym membership on premises

What you will be doing:

• To be totally customer focused by consistently delivering excellent customer service with an informed, friendly and effective approach.
• To provide professional, friendly and efficient Reception service to all guests of the hotel, whilst achieving maximum revenue and guest satisfaction.
• To maintain standards of hospitality as laid down by hotel and company policies and procedure.
• To welcome all guests on their arrival and assist them in a courteous, helpful manner with registration and when checking out of the hotel.
• Ensure the hotel cash handling and credit procedures and to report any discrepancies to your Supervisor immediately.
• To operate the hotel switchboard, answering it to the company standard, ensuring that all messages are correctly handled and processed to guests’ rooms immediately.
• To monitor all guest accounts and to make sure all charges posted are correct with supporting documentation.
• To take reservations and event bookings according to company standard during periods when the Reservations and Sales Office is unmanned or busy, ensuring all necessary information is completed and recorded accurately.
• To upsell all hotel facilities within the hotel to guests. There are incentives for each upsell and revenue generation.
• To ensure the security of guest valuables, departmental keys and floats. This to include ensuring company procedures are strictly adhered to at all times.
• To deal with guest enquiries, either by email, telephone, letter or face to face.

Qualifications

Your experience and skills include:

• Service focused personality is essential

You must have at least one years experience working front of house in a hotel, ideally on reception.

You must have a good general education and excellent customer service skills.

Additional Information

Experience is an asset

• Prior experience working with Opera or a related system
• Fluency in English additional languages are a plus

Your team and working environment:

• The Mercure Newcastle George Washington Hotel Golf & Spa is an Accor franchised property owned and operated by George Washington Golf & Country Club Limited

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.