Job Ref: ST1080
Branch: St Mellion Estate
Location: St Mellion Estate, Cornwall
Salary/Benefits: £26076.96
Contract type: Permanent
Hours: Full Time
Shift pattern: 1900 - 0700
Hours per week: 42 hours per week
Posted date: 13/01/2025
Closing date: 15/02/2025
Job Purpose Summary
The main purpose of the Night Receptionist role is to support the Resort Operations Manager with the smooth running of the resort from 7pm to 7am daily. This is a hands-on role requiring some general Night Porter duties as well as some Supervisor activities.
Key Responsibilities
* Maintain a professional and high-quality service-oriented environment at all times.
* Provide the highest quality of guest service standard with the aim to exceed expectations at all times, whether by operations or administration.
* Focus on and manage front of house, our guest requirements and fulfill the necessary administrative duties.
* Ensure the hotel and its guests are safe and secure through the night hours.
* Be visible and accessible, showing a presence throughout the hotel interacting with guests and staff alike.
* Act professionally for the hotel, dealing with complaints, problem-solving, disturbances, special requests, and any other issues that may arise.
Key Performance Indicators
Reception Standards
* Arrivals are checked in correctly, allocated a room, and sent to their room without delay.
* Check-in procedures are strictly adhered to, and the correct address and charge-out details are obtained from each guest.
* Reservations are taken correctly and courteously.
* Effective liaison between reservations and front office staff with other departments (e.g., housekeeping).
* Any enquiries and messages are dealt with courteously and efficiently.
* All Front of House areas are clean and tidy at all times, including back of house.
* On check-out, correct processes and procedures are followed.
Food Beverage Standards
* Ensure all charges are correctly entered on the guest's bill and that this is up to date at all times.
* Use a checklist to ensure the restaurant is ready for FB staff by 6am.
* Clear and set up conference/function rooms as per standard.
* Basic food preparation and delivery of room service to guests.
* Assist FB staff after hours and in line with company policies.
Public Area Cleaning Standards
* Hotel Reception Area – floor vacuumed and mopped daily.
* HF Reception Area – stairs and floor are vacuumed and mopped daily.
* Toilets (Hotel reception, HF reception, Nicklaus bar) – toilet, urinals, and sinks cleaned as per standard, dust and polish surface areas, floors mopped.
* Nicklaus Bar Hallway – vacuumed daily.
* External – check outside tables are clean, ashtrays are cleaned out, and any glasses etc. are cleaned away, including all entrance ways, hotel reception, hotel entrance, etc.
Maintenance Standards
* Report any issues regarding the maintenance reporting app.
Security, Health Safety, Policy Procedures
* Compliant in the following resort procedures:
o Conducting and managing evacuations of the whole hotel/cottages should the alarm sound during the night.
o Resort walk rounds throughout the night ensuring security and fire safety, addressing and/or reporting any issues or shortfalls in standards.
o Report any suspicious persons, activities, and/or hazardous conditions to the ROM.
* Ensure that company and statutory hygiene standards are maintained in all areas.
* Be fully conversant with all statutory requirements within a food and beverage operation, ensuring that all licenses, including special licenses, are not jeopardized.
* Attend HS training classes and fire evacuation drills when necessary.
Reporting
* Consistency in providing daily, weekly, and monthly reporting as required.
* Using precise and effective language to communicate the most important KPIs and actions.
* Consistent use of professional language and style of writing.
Communication
* Build and maintain strong working relationships with all levels of staff and stakeholders.
* Work in liaison with resort departments as a team.
Careers at St Mellion Estate
We are passionate about our people and our industry, both now and for the future. Over the past few years, we have been working alongside our partners in education and training to develop our team and prepare them for successful careers in the golf, leisure, tourism, and hospitality industries. If you are a dynamic individual looking to become part of the St Mellion Team and would like a great career in hospitality, leisure, or golf, please apply.
Company Benefits - Working at St Mellion
* Competitive Salary
* 28 Days Holiday rising to 33
* Complimentary Membership for you and one other
* Employee Assistance Scheme
* Wagestream (Access a percentage of your salary before payday)
* Ride to Work Scheme
* Free Meals on Working Days
* Discounted treatments and products
* Discounts on Food and Beverage
* Long Service Bonus Scheme.
* Free Parking
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