Receptionist

Position Overview

The Receptionist is responsible for ensuring the smooth operation of the hotel front desk, delivering a 4-star customer service experience consistent with the "Empower Your Excellence" program. The role involves welcoming guests both onsite and over the phone, actively promoting hotel services, and efficiently handling all guest and client requests.

Key Responsibilities

• Manage and correctly process and charge all daily business accounts.
• Maintain comprehensive knowledge of all hotel services and facilities.
• Respond promptly and courteously to inquiries received by phone or in person, upholding a high standard of customer service.
• Answer the telephone switchboard warmly and take messages as needed.
• Coordinate with housekeeping regarding the allocation of rooms.
• Maintain appropriate cash floats at the reception desk.
• Handle room reservations, maximizing revenue during peak periods by offering the best possible rates and upselling during slower times.
• Implement customer relations policies to maintain 4-star service quality at all times.
• Take necessary precautions to safeguard hotel money, assets, and goods.
• Report customer feedback and comments to hotel management.
• Adhere to and perform duties as outlined in the departmental Standard Operating Procedures (S.O.P.) manual.
• Manage customer complaints professionally and efficiently, escalating to management when necessary.
• Promote upselling of hotel products and services whenever possible.

Candidate Profile

• Friendly and professional demeanor at work.
• Fluency in English, both written and spoken, is essential.
• Availability to work variable shifts including weekends.
• Strong interpersonal and organizational abilities.
• Previous experience in a similar reception or customer service role is advantageous.

Additional Information

This role requires flexibility to work during weekends. The hotel fosters equal opportunity employment.

Employee Benefits

• Complimentary membership to Talbot Fit fitness facility.
• Staff meals provided.
• Discounted accommodation rates.
• Life insurance coverage.
• Access to an employee counselling support line.
• Participation in the Bike to Work scheme.
• Membership in a pension plan.
• Christmas savings program.
• Free on-site parking.
• Provision of uniforms.