QUALIFICATIONS FOR THE ROLE:

· No previous experience required although would be advantageous
· Must have excellent customer service skills
· Must be skilled in hotel room cleaning to the highest of standards
· Must have a meticulous attention to detail
· Must be able to work on their own initiative
· Must have excellent communication skills

DUTIES AND RESPONSIBILITIES:

• Create and sustain a work environment that embraces the mission, culture and values of the business and consistently role models those behaviours
• This role involves periods of lone working, so the ability to work independently is essential
• Ensures fair and equitable treatment of all Team Members in line with the business’ equality and diversity policies and procedures.
• Supporting the Hotel Manager in all areas
• Supports Managers and fellow colleagues maintain the defined standards. Works with colleagues at all levels to deliver a consistent level of quality service.
• Knowledgeable of all reservations and Front Office policies and procedures
• Responsible for the entirety of the customer journey from making a booking and pre-arrival through to the departure
• Process all aspects of guest bookings from new bookings, extensions, cancellations and amendments
• Process no shows and cancelled reservations inline with current terms and conditions
• Provide an efficient checking in and out process for all guests accommodating special requests whenever possible
• Ensures any relevant information is handed over to the following shift to ensure consistency of service to the guests
• Thoroughly understand and adhere to all cash handling and payment policies and procedures
• Ensure daily checklists are completed in a timely fashion to ensure no tasks are handed over to the following shift
• Maintain clear and effective communication channels with all other departments and subcontractors
• Always maintain a friendly yet professional relationship with hotel guests, visitors and fellow colleagues
• Handle and resolve guest complaints proactively and in a professional manner
• Keep abreast of any current guest complaints and advocate solutions to maximise guest satisfaction
• Maintain a neat and tidy Front Desk area
• Ensures all written and verbal communication is professional in tone and suitable for its audience
• Receipt, record and distribution of any post and packages delivered to the Front Office
• Ensure they are knowledgeable as to the requirements of the relevant standard operation procedures (SOPS)
• Coordinate room status updates with the housekeeping department and complete checks on the rooms
• Knowledgeable of the hotel and guest accommodation facilities and services provided
• Competency in using all Front Office equipment
• Escalate anything unusual to management
• Use of mail, package, and messaging handling procedures
• Keep abreast of all activities and meetings scheduled at the hotel each day
• Attend department meetings where required
• Knowledgeable of the department’s safety and emergency procedures
• Manage lost property in accordance with the lost property standard operating procedure
• Drive engagement on our hotel’s social media platforms with targeted posts and continually growing the company’s social media presence
• Any other duties reasonably required of you to support the department or business as needed.