Receptionist/Guest Relations Assistant

Elite Hotels (Rotherwick) Ltd.; Colemans Hatch; On-site; GBP 18,000 - 24,000; Full time

Job summary

Elite Hotels (Rotherwick) Ltd. is seeking a Guest Relations Assistant to warmly welcome guests and ensure an outstanding stay, from arrival through departure.

You will handle front desk tasks, respond to requests, manage cash and card transactions, take reservations, and assist with switchboard calls in a professional manner. With a proactive approach and excellent communication, you will upsell hotel facilities and packages, provide local information, and coordinate with departments to maintain

Qualifications

• Experience delivering high levels of guest service.
• Familiarity with hotel front desk operations is a plus.
• Opera software knowledge desirable but not essential.

Responsibilities

• undertake front of house duties; to include meeting, greeting and attending to the needs of the guests, ensuring an excellent customer service experience
• To check all departmental cash outs, ensuring they are all accurate before they are accepted and processed
• To be responsible for the front desk floats
• To act in a pro-active and efficient way when handling and storing luggage from arriving guests, as well as those leaving and take responsibility for the safety and retrieval of that luggage
• To ensure that all internal and external calls are answered promptly and, if necessary, transferred to the relevant department
• To ensure the smooth running of the front hall and car parking areas / valet services
• To be aware of the in-house activities, conferences and functions taking place in the hotel
• To act as a sales person, promoting the Hotel facilities, packages and products in order to convert bookings and upsell
• To have sufficient local knowledge to be able to provide information about local transport, entertainment and leisure
• To respond promptly and professionally to guest enquiries, complaints and compliments and liaise with Heads of Department

Skills

Team player

Time management

Telephone manner

Personal presentation

Communication skills

IT skills

Tools

Opera

Job description

The role of Guest Relations Assistant is a key position and the primary focus of the role is to deliver excellent guest service by welcoming our guests in a warm and friendly manner and ensuring they have an outstanding stay, you will contribute to an overall exceptional experience from arrival to departure. As a Guest Relations Assistant you will deal with all requests at Hotel Reception in a professional and efficient manner. The role also includes cash handling and credit card transactions as well as taking reservations and answering the switchboard. Experience using Opera is desirable but not essential.

Key Responsibilities:

• To undertake front of house duties; to include meeting, greeting and attending to the needs of the guests, ensuring an excellent customer service experience
• To check all departmental cash outs, ensuring they are all accurate before they are accepted and processed
• To be responsible for the front desk floats
• To act in a pro-active and efficient way when handling and storing luggage from arriving guests, as well as those leaving and take responsibility for the safety and retrieval of that luggage
• To ensure that all internal and external calls are answered promptly and, if necessary, transferred to the relevant department
• To ensure the smooth running of the front hall and car parking areas / valet services
• To be aware of the in-house activities, conferences and functions taking place in the hotel
• To act as a sales person, promoting the Hotel facilities, packages and products in order to convert bookings and upsell
• To have sufficient local knowledge to be able to provide information about local transport, entertainment and leisure
• To respond promptly and professionally to guest enquiries, complaints and compliments and liaise with Heads of Department

Key Attributes:

• Be a team player
• Excellent time keeper, and able to work a variety of shift patterns (early shift 7am to 3pm, late shift 3pm to 11pm)
• Passionate about delivering service to the highest standards
• Have a positive attitude
• Have a pleasant telephone manner
• Have great personal presentation
• Have excellent communication and IT skills

Due to our rural location you will need your own transport

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.