Receptionist - contract for 32-hours

Mercure Hotels; Washington; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Free meals on duty

Pension scheme

Lunch on shift included

Free uniform and hotel discounts World

Employee benefit card with Accor rates

Learning programs and career growth

Planet 21 CSR initiatives

On-site parking

Swim and Gym membership

Job summary

The Mercure Newcastle George Washington Hotel Golf and Spa is seeking a Receptionist to warmly welcome guests, manage check-ins/outs and ensure an excellent stay. You will be the public face of the hotel, handling reservations, guest inquiries and promoting on-site facilities.

We value reliable, smile-driven individuals with at least one year of reception experience and strong customer service skills. The role supports flexible shifts and teamwork within a dynamic Accor property.

Qualifications

• At least 1 year experience working front of house in a hotel.
• Excellent customer service skills.
• Good general education.

Responsibilities

• Provide professional, friendly and efficient reception service to all hotel guests.
• Handle reservations, guest check-in/out and billing inquiries.
• Upsell hotel facilities to guests to support revenue.
• Assist guests with local information and act as the first point of contact on arrival.

Skills

Front of house

Reception experience

Customer service

Education

General education

Tools

Opera

Job description

Company 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

Receptionist

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.