Receptionist

St Mellion Estate; England; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading hospitality venue in the United Kingdom is seeking a Resort Receptionist to provide exceptional service to guests and members. The role involves welcoming guests, managing bookings, handling inquiries, and ensuring compliance with health and safety standards. Ideal candidates will have a strong background in customer service, excellent communication skills, and proficiency in administrative tasks. Join our team to enhance guest experiences and contribute to a dynamic hospitality environment.

Qualifications

• Experience in customer service roles, preferably in hospitality.
• Ability to handle phone calls professionally and courteously.
• Proficient in computer systems and administrative tasks.

Responsibilities

• Welcome members and guests, providing an excellent standard of hospitality.
• Manage bookings and ensure all reception areas are organized.
• Provide information about the resort and assist with guest inquiries.

Skills

Multi-line Phone Systems

Customer Service

Computer Skills

QuickBooks

Phone Etiquette

Job description

Title: Resort Receptionist

Department: Reception

Reports to: Head of Customer Experience

Responsible: Reception Duties concerning Accommodation and Health Club

Job Purpose / Summary

As Resort Receptionist you are responsible for greeting and assisting our members and guests to deliver an excellent experience. To maintain a high profile within our reception for our members and guests ensuring their feedback is monitored and relayed back to departmental managers in order to improve service levels.

Main Duties

• Welcoming members and guests upon their arrival at the resort andoffering an excellent standard of hospitality throughout their visit by following departmental shift procedures and basic standards.
• All opening and closing procedures carried out correctly.
• As being the first point of contact for all guests and visitors it is of the up most importance that they are greeted in a pleasant and polite manner and dealt with efficiently.
• Making sure that all phones are answered within three rings and with the correct salutation.
• Ensuring that all product knowledge is up to date.
• Reception areas are to be clutter free tidy and in order at all times.
• Making sure that hand-over book is up to date and in order.
• Ensuring all bookings run smoothly and efficiently.
• Be responsible for the security of all monies and lost property at reception.
• Manage administrative requests as directed by the Management Team.
• To communicate with and assist your line manager (s)
• Ensuring members and guests upon their departure from the resort are offered a genuine farewell.
• Ensure-import-- compliance with all health and safety regulations.
• Up-sell with latest departmental incentives.
• Report accidents maintenance issues or other incidents.
• Managing lost property maintaining accurate records of recovered and claimed items.

Accommodation Overview

• Ensure all registration formalities are correctly completed paying particular attention to charge-out details and credit rules.
• Ensure all extra items are charged.
• Aware of the configuration of the rooms and be able to direct yoo accordingly.
• Attend room in cases of emergency.
• Assist with enquiries about the resort and locality.
• Being the first point of contact for any questions or queries guests may have.
• Doing basic administration including inputting reservations and answering the telephone.
• Predominantly focus and assisting in our front of house operation our guest requirements and fulfil the necessary administrative duties.
• Prompt and efficient operational services meet required standards.
• Arrivals are checked in correctly allocated a room and sent to their room without delay.
• Reservations are taken correctly and courteously.
• To ensure that enquiries messages & deliveries are dealt with courteously and efficiently.
• Upon check-out you have accurately prepared the guest bill before presenting and taking any outstanding payments due.
• Monitor and action accordingly the daily room allocation based upon the following factors;
• Guest - length of stay celebration other noted requirements.
• Hotel factors that may disrupt the guest during stay such as maintenance or noise.
• Monitor and action accordingly on a daily basis with guest relation team- exceeding guest expectations this may be;Repeat guest leisure or wedding birthday this may constitute of VIP one off Journalist Previous Complaint etc.

Health Club Overview

• Ensure client experience is proficient including bookings payments and consultation cards
• Interact and communicate effectively with clients members team members guests and management team
• Managing member check-ins including verifying memberships and processing forgotten membership cards.
• Handling membership enquiries providing information about services.
• Managing guest visits offering leisure tours in the absence of membership advisors and promoting facilities to prospective members.
• Scheduling and managing bookings for leisure activities including personal training sessions fitness inductions and club (particularly pool) events.
• Class monitoring/ putting classes on the app at 0730 for members.
• Overseeing diary management ensuring accurate scheduling and coordination with trainers and instructors
• hanno monitoring and respond to emails including HubSpot enquiries and internal requests from the Club Manager.
• Processing retail transactions including sportswear accessories and refreshments
• Providing recommendations on products and upselling relevant services.
• Handling all spa treatment bookings maintaining an organized and well-coordinated schedule for therapists.
• Conducting confirmation calls and proactively upselling additional treatments and packages.
• Processing payments for treatments retail purchases and deposits ensuring accuracy in all transactions.
• Tracking deposits and outstanding balances to ensure seamless guest experiences.
• Providing guidance to spa guests on their next steps including relaxation areas locker access and post-treatment recommendations.
• Addressing enquiries related to spa services promotions and products offering knowledgeable advice.
• Managing spa product sales recommending treatments and skincare products suited to guests needs.
• Monitoring stock levels and liaising with suppliers for replenishments.

Health & Safety Compliance

• Acting as a first responder for emergency situations administering first aid when require
• Ensuring compliance with all health and safety regulations within the leisure facility
• Monitoring security protocols and guest behaviour to maintain a safe and positive environment. Conducting walk of reception foyer and ensuring clean where required.

Additional Information

This Job Description has been prepared as a working document to identify the main areas of responsibility. It is not a definitive statement of duties nor specifically excludes any tasks which may be considered reasonable.

Required Experience

Junior IC

Key Skills

Multi-line Phone Systems,Customer Service,Computer Skills,QuickBooks,Medical office experience,Office Experience,10 Key Calculator,Dental Office Experience,Front Desk,Administrative Experience,Medical Receptionist,Phone Etiquette

Employment Type: Full-Time

Experience: years

Vacancy: 1