Receptionist/Guest Relations

Elite Hotels; Hook; On-site; GBP 18,000 - 24,000; Full time

Job summary

Elite Hotels is seeking a friendly Receptionist to be the first point of contact for guests, handling check-in/out and telephone inquiries with a focus on exceptional service.

You will work with the Front of House Team to maintain Elite standards, use Fidelio Opera PMS, Concept and Squirrel POS, and contribute to a memorable guest experience.

While hotel reception experience is not essential, a keen eye for detail and strong communication skills are required.

Qualifications

• Excellent communication and administration skills.
• Ability to handle guests with tact and professionalism.
• Comfort with coordinating with multiple hotel departments.

Responsibilities

• To ensure the Guest Service & Switchboard Staff are managed, directed and motivated at all times to maintain the highest levels of customer care, relating to both our external and internal guests.
• To oversee the day to day operation of the Reception Desk and Switchboard, liaising closely with all Heads of Departments.
• To ensure that quality standards within the Guest Service Team are maintained and wherever possible improved upon, with Red Star and Elite Standards as benchmarks.
• To ensure that all staff use Fidelio Opera PMS, Concept and Squirrel POS to maximum effect, ensuring that Reception Staff are fully conversant in all appropriate functions.
• To effectively log and act upon all guest feedback in the Guest History (Profiles).

Skills

Excellent communication

Attention to detail

Administration skills

Tools

Fidelio Opera PMS

Concept

Squirrel POS

Job description

Receptionist Overview:

To be the first point of contact for all guests, in person and on the telephone at the heart of the Hotel.

As a Receptionist working with our Front of House Team, you will excel at proving guests with first class service, ensuring a smooth check-in/out service and deal with any enquiries swiftly and efficiently.

As the first port of call for guests, you will directly affect their impression and experience of staying within an Elite Hotel. We are proud of the level of service offered at our hotels and you will provide a pivotal role in maintaining these standards. Although specific hotel reception experience is not essential, you will need to have an understanding of what constitutes outstanding service. You will have excellent communication and administration skills as well as an eye for detail.

Receptionist Key Responsibilities:

• To ensure the Guest Service & Switchboard Staff are managed, directed and motivated at all times to maintain the highest levels of customer care, relating to both our external and internal guests.

• To oversee the day to day operation of the Reception Desk and Switchboard, liaising closely with all Heads of Departments.

• To ensure that quality standards within the Guest Service Team are maintained and wherever possible improved upon. Red Star and Elite Standards to be the benchmark in all measurements.

• To ensure that all staff use the Fidelio Opera PMS, Concept and Squirrel POS to maximum effect ensuring that all Reception Staff are fully conversant in all appropriate functions.

• The effective use of the Guest History (Profiles), logging and acting upon all guest feedback.

At Elite Hotels we have a single minded and unwavering goal to make every visit to our hotels a positive experience that customers feel compelled to talk about.