Join to apply for the Receptionist role at Polurrian on the Lizard.
Base Pay Range
This range is provided by Polurrian on the Lizard. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Job Description
Aim of Role: To ensure both a positive first and final impression of the hotel to guests by providing a friendly service to all guests; acting as a point of contact for guest enquiries; providing a hosting service throughout the guest’s stay by pro-actively communicating with them.
Duties and Responsibilities
DELIVERING EXCEPTIONAL SERVICE:
* Greet guests with a genuine warmth and charm.
* Act as a concierge service and advise guests of things to enhance their stay.
* Actively welcome guests in a friendly and professional manner and determining the nature of their business.
* Deliver an efficient service to all guests in a friendly and professional manner at all times and display excellent customer service and awareness.
* Ensure guests receive a high standard of service in line with Polurrian’s guest satisfaction targets.
* Answer telephone/email enquiries with a friendly and positive manner.
* Ensure the Front Desk and Back Office is kept in a professional and appealing manner and in a way that provides efficient service.
* Report any lost property immediately and follow correct procedure.
CONTINUOUS IMPROVEMENT:
* Be self-motivated to learn and improve personal knowledge to the benefit of the guests.
* Make Hotel, Spa, Den and Restaurant reservations and up-sell wherever possible.
* Be confident using computers including software such as Microsoft Office and PMS Systems and act according to hotel policies and procedures.
* Have knowledge of the local area and attractions.
* Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities.
* Ensure correct hand-over procedure of day’s business with regard to cover and cashiering.
* Be aware of problems arising with reference to queries on accounts and restaurant bills and how to rectify these, explaining all actions fully.
* Reconcile and account for all sales and monies during working shifts to Company standards.
* Be responsible for taking bookings for all activities of the operation.
* Maintain and check all equipment regularly and report any defects.
* Report any defects or damage immediately and ensure it is correctly logged.
* Ensure all equipment and chemicals are used correctly and to manufacturer’s instructions.
* Be responsible for own development in the Workplace.
* Attend any training as and when required including Health and Safety.
Care And Consideration For Others:
* Liaise with all areas of the operation in the relaying of information, taking personal responsibility.
* Comply with hotel security, fire regulations and all health and safety legislation.
* Ensure the very highest levels of communication between reception and other hotel teams.
* Adhere to personal appearance standards at all times.
* Help colleagues should they require assistance.
* Treat all colleagues with respect.
* Maintain a clean, tidy and safe working environment.
* Ensure all keys are kept secure whilst on shift.
* To report any suspicious behaviour.
GOING THE EXTRA MILE:
* Complete any other reasonable task when requested to do so by Supervisors and Management.
* Look for any inconveniences to our guests and act upon them.
* Always look for ways to go the extra mile with all of our guests.
* Identify sales leads during guest discussions and feedback to hotel sales manager.
* Show personal initiative when dealing with guests to help generate “Wow” moments during the stay.
* Be a key face and character in the hotel animating your department and guest experiences.
* Be an ambassador for Polurrian on the Lizard.
Reporting To:
Reception Supervisor and Front of House Manager.
Skills and Attributes:
To successfully fill this role we are looking for an individual who possesses the following:
* Previous experience in a customer-focused industry.
* Positive, welcoming attitude and good communication skills.
* Commitment to delivering a high level of customer service.
* Excellent grooming standards.
* Ability to work on your own and as part of a team.
* Competent level of IT proficiency.
* Fluent English both verbally and written.
* Flexibility to work hours as determined by the business.
Job Type:
Permanent
Pay:
£11.46 per hour
Additional Pay:
* Bonus scheme.
* Commission pay.
* Tips.
Benefits:
* Company events.
* Company pension.
* Discounted or free food.
* Employee discount.
* Gym membership.
* On-site parking.
* Profit sharing.
Seniority Level:
Entry level
Employment Type:
Full-time
Job Function:
Administrative
Industries:
Restaurants
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