Job Description
Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide helpful information. Attend to all incoming calls professionally and politely, striving to ensure Total Customer Satisfaction. Maintain strict security procedures to safeguard guest confidentiality and safety.
Duties:
1. Respond promptly, efficiently, and courteously to guest requests during check-in, check-out, and throughout their stay.
2. Control guest and hotel accounts, ensuring all charges are accurate and posted timely.
3. Follow security procedures for credit and cash transactions, accounting, issuing room keys, and maintaining guest confidentiality/privacy.
4. Communicate effectively with hotel guests and departments both verbally and in writing.
5. Operate the switchboard efficiently, handle calls promptly, greet callers per policy, and transfer calls accurately.
6. Document internal and guest messages accurately and distribute as per hotel procedures.
7. Maintain an up-to-date internal phone list for call transfers; connect international and operator-assisted calls, recording charges.
8. Assist with screening calls for reservations, providing accurate and current information.
9. Promote hotel facilities and maximize sales through product knowledge and sales skills.
10. Assist the Food and Beverage department with breakfast, bar services, and guest needs in the restaurant.
11. Perform other duties as assigned by management and supervisors.
Qualifications
* Hospitality experience (preferred)
* Familiarity with Opera Cloud (preferred)
* Computer literacy
* Excellent customer service skills
* Enthusiastic personality with initiative
Additional Information
Salary: £12.60 per hour
* Company events, including team appreciation lunches
* Discounted hotel stays and 30% off Food & Beverages (subject to outlets)
* High street discounts with Heartist card
* Holiday entitlement: 28 days including bank holidays, increasing to 33 days
* Team member referral program
* In-house training and personnel development
* Free on-site parking and meals on duty
* Monthly 'Duck' awards, free uniform, and company pension
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