Receptionist/Guest Relations Assistant

Elite Hotels (Rotherwick) Ltd.; East Grinstead; On-site; GBP 19,000 - 23,000; Full time

Job summary

Elite Hotels (Rotherwick) Ltd. is seeking a Guest Relations Assistant to welcome guests and deliver outstanding service from arrival to departure at one of our countryside hotels near East Grinstead.

You will handle front desk duties, assist with reservations, answer calls, manage cash and card transactions, and upsell hotel packages, using Opera experience where possible.

Qualifications

• Experience in front-of-house roles in hospitality.
• Excellent communication and IT skills.
• Cash handling and card transaction experience.
• Own transport due to rural location.

Responsibilities

• Meet and greet guests and attend to their needs at the hotel reception.
• Handle cash outs, ensure accuracy, and manage front desk floats.
• Manage luggage storage and retrieval for arriving and departing guests.
• Answer internal and external calls and route to relevant departments.
• Promote hotel facilities, packages and upsell bookings.
• Provide local information on transport, entertainment and leisure.
• Respond promptly to guest enquiries, complaints and compliments.

Skills

Communication skills

IT skills

Tools

Opera PMS

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.