Position: Hotel Night Receptionist

What will I get?

• Competitive salary up to £36,000 gross per annum (£17.30 per hour), including a £26,000 base salary and £9,000–£10,000 service charge. 4 on, 4 off schedule with 12-hour shifts
• Increased holiday allowance with length of service
• Complimentary meal while on duty
• HSF Health Plan*
• Dental cost reimbursement
• Optical cost reimbursement
• Complimentary coverage for your partner and children
• High street and grocery shopping discounts, as well as discounted cinema tickets and more.
• Gym membership discounts.
• Access to a 24/7 GP advice line and counselling services, including support for dependents.
• Employee referral program for line employees.
• Contributory pension scheme*
• Learning and development opportunities.

• Provide exceptional service from the welcome, check-in, during the stay, and check-out service, and ensure that all guest requests are handled in a polite and efficient manner
• Be responsible for answering external and internal calls in a professional manner, with a warm and welcoming tone in your voice, providing personalised, informative, and professional service. Do everything possible to exceed our guests’ expectations and provide exactly what they require
• Assist with rooming and delivering in-room amenities. Escort guests to their room and provide an overview of the room features, including our in-room technology
• Responsible for maintaining guests’ profiles updated to have an accurate source of information regarding each guest’s needs and preferences
• Efficiently deal with all administrative tasks of the Front of House, ensuring the accuracy of guest bookings, profiles, accounts, and invoicing/debiting of guests’ credit cards
• Have the ability to provide our guests with information, directions, recommendations, and make reservations when required
• Maintain a constant knowledge about the area, including restaurants, bars, galleries, exhibitions, concerts, shops, etc. Maintain an up-to-date database of the trendiest establishments in the city, such as bars, restaurants, clubs, galleries, concert arenas, shops, etc. Be able to suggest our VIPs the most elite recommendations and provide exclusive reservations
• Assist with our VIPs’ arrival and coordinate our guests’ services on a daily basis, such as pre-arrival emails, VIP reports, personalised guest experiences, room inspections, special room setups, amenities coordination, welcome letters, welcome gifts, follow-up during their stay, post-stay follow-up, etc
• Handle guests’ complaints brought to your attention with a professional, personalised, and empathetic attitude. Always listen, empathise, apologise, overcome the problem, report the issue, and escalate when necessary
• Have the ability to adapt and cover different shifts and assist with other duties that may be required during holidays, absences, and potential shift coverages
• Support the rate strategy set forth by the revenue team. Maximise sales and revenue for the hotel through up-selling, promoting outlets and services, etc
• Adhere to the company’s credit policy regarding revenue processing and money handling and comply with all procedures and policies detailed in the procedures manual