receptionist administration jobs

Job Description:

Guest Service Assistant- Hotel Reception

Scope of Work

To maintain high standards within the Front Office department as defined by the department’s Operating Standards.

To ensure guests’ needs are met and exceeded in a professional and friendly manner, ensuring total guest satisfaction.

Report To
Reception Manager and Duty Manager

Main Duties

Guest Service:

• Ensure all guests receive excellent customer service in accordance with hotel standards.
• Check In/Out guests according to Hotel Standards, ensuring payment is verified upon check-in and following procedures for different payment types.
• Have current knowledge of events in London and local restaurants/bars to provide guest information.
• Ensure room allocations are correct nightly and special needs/requests are met.
• Handle guest queries and bill queries in a timely and efficient manner.
• Maintain and update an accurate guest history/marketing database.
• Inform guests about breakfast, bar, and room service opening and closing times.
• Ensure a speedy telephone and message service, responding within three rings.
• Learn lobby bar beverage offerings and confidently serve guests both non-alcoholic and alcoholic beverages.
• Post checks in Micros POS.
• Be courteous and professional at all times, ensuring a general atmosphere of tranquility in the department.
• Manage guest queries, learn guest names, and recognize regular guests.
• Proactively assist in all areas Front of House with ad hoc duties to ensure the needs of internal and external guests are met.
• As an ambassador of the hotel, remain well-informed to answer questions from guests and team members.

Product:

• Verify that offerings are consistent with hotel standards.
• Report any maintenance issues to your manager and maintenance.
• Be knowledgeable of all SOPs, Risk Assessments, Hygiene standards, products, and services provided by the hotel.
• Ensure cleanliness and excellent maintenance of the Reception Desk.
• Upsell hotel services.
• Assist with restocking and replenishment of supplies.
• Handle guest belongings with care.
• Maintain strict control of keys and ensure all cupboards are closed.

General:

• Report to your manager at the end of every shift and ensure all duties are completed.
• Complete the Shift checklist daily according to standards.
• Update all daily reports both On and Offline.
• Attend and participate in team meetings and training sessions.
• Ensure all rubbish and waste are disposed of safely.
• Report lost and found items according to procedures.
• Maintain a safe environment for colleagues and guests.
• Comply with all Statutory Regulations, including fire and emergency procedures, Hygiene regulations, Health & Safety regulations, and Security procedures.
• Be an excellent people person, showing respect for customs and culture.

Personal Qualities:

• Personal presentation, punctuality, and initiative.
• Customer care.
• Effective communication.
• Team player.
• Flexibility with working arrangements.
• Organized and able to multitask.
• Proactive attitude.

Should you not be successful, we will hold onto your CV for 6 months in case a suitable alternative vacancy comes up. If you do not wish this, please let us know in the application.

Job Type: Full-time

Pay: £29,300.00 per year

Work Location: In person