Receptionist/Guest Relations Assistant

Ashdown Park; Waldron; On-site; GBP 20,000 - 23,000; Full time

Job summary

Ashdown Park is seeking a friendly Guest Relations Assistant to warmly welcome guests and ensure an outstanding stay. You will handle arrivals, reservations, cash handling, and switchboard tasks with a focus on exemplary service.

duties include front of house coordination, luggage handling, and upselling hotel facilities while providing local information and prompt responses to guest inquiries.

Qualifications

• Front of house duties: greeting guests and delivering excellent service.
• Cash handling and processing credit card transactions.
• Answering switchboard and taking reservations.
• Opera experience is desirable but not essential.

Responsibilities

• Meet, greet and attend to guests to ensure excellent service.
• Check departmental cash outs for accuracy before processing.
• Manage front desk floats and cash handling.
• Handle and store luggage securely and assist arrivals/departures.
• Answer internal/external calls promptly or transfer as needed.
• Oversee front hall and car parking areas/valet services.
• Be aware of in-house activities, conferences and events.
• Promote hotel facilities, packages and products to upsell bookings.
• Provide local information on transport, entertainment and leisure.
• Respond to guest enquiries, complaints and compliments promptly with Heads of Department.

Skills

Customer service

Cash handling

Front desk operations

IT skills

Upselling

Opera experience

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

Receptionist/Guest Relations Assistant • Forest Row, East Sussex, GB