Job context: It is most likely that you will be the first person that our guests will meet, and the first impression that you give effects greatly what they think of the Hotel. Therefore, you are expected always to be well presented, to treat the guests in a friendly and professional manner, and to personally assume responsibility for resolving any queries or requests they have.

SCOPE AND PURPOSE OF THE JOB

To assist in the organisation, and smooth running of Reception and the night team, to ensure all guests are treated in the correct manner, and that all tasks are completed in accordance with Company procedures.

MAIN RESPONSIBILITIES

• Receiving and registering guests on arrival, bearing in mind confidentiality and Data Protection at all time
• To be fully conversant with all facilities and services in the hotel, provide maximum guest satisfaction at all times, report any issues to management
• Cash handling/reconciliation
• To be conversant with and to operate all in-house administration procedures and to be able to operate effectively all business equipment required in the operations of Reception.
• To be familiar with all areas of night operation and supervise the night team to ensure a high standard of service is provided.
• Making sure all night staff are fully trained with the latest procedures, Health and Safety and Security to be confident to do their tasks appropriately.
• To be fully conversant and comply with health, safety, hygiene, fire and security regulations and procedures of the hotel, and to ensure others are aware of their responsibilities in this regard.
• To ensure that a high standard of cleanliness and hygiene is maintained at all times in the hotel
• Assume responsibility for handling all accident and incident reports and logging and communication of the information.
• Work with the night team to ensure that the hotel is safe and secure, reporting any suspicious activity/security breaches to hotel management
• Act as manager on duty for the hotel in the absence of the Front Office Manager dealing with complaints, problem-solving, disturbances, special requests and any other issues that may arise
• Check setups for functions are done correctly for the following day
• Manage the night shift in the department ensuring all employees perform the tasks assigned to them and coordinate Front Office activities with other departments