Overall Job Purpose
To maintain the smooth and efficient running of Reception ensuring that all guests both on the phone and in person are treated to a 4 Star service accepted by the company in line with the company's "Empower Your Excellence" customer service programme. To actively promote all aspects of the Hotel. To communicate with guests and clients and ensure that all requirements and requests are carried out to Company standards.
- Responsible for the correct handling and charging of all daily business accounts.
- To have total product knowledge of all the Hotel services and facilities.
- To action all enquiries, taken by telephone or in person, promptly and maintain a high standard of customer service whilst doing so.
- To answer the switchboard in a warm and friendly manner and to take messages when required.
- To liaise with housekeeping with reference to the allocation of rooms.
- To ensure that all floats are maintained to the appropriate levels.
- To make reservations when required and to maximise room revenue at peak times and offer best rates possible at low times and up-sell where possible.
- To carry out our customer relations policy ensuring that we maintain 4 Star standards at all times.
- To ensure that necessary steps are taken to safeguard Company money, goods and assets.
- To report any customer comments to Management.
- To familiarise yourself and to carry out duties laid out in the departmental S.O.P. manual.
- To deal with customer complaints in an efficient and professional manner and to notify Management of these.
- To upsell the Company products and services where possible.
- Friendly and professional work attitude;
- Fluent English essential - written and spoken;
- Must be available to work variable shifts;
- Excellent interpersonal and organisational skills;
- Previous experience in a similar role would be a distinct advantage.
What do we offer?
- Complimentary Talbot Fit Membership
- Staff meals
- Discounted Accommodation Rates
- Life Insurance
- Employee Counselling Line
- Bike to Work Scheme
- Pension Scheme
- Christmas Savings Scheme
- Free parking
- Uniform
