RECEPTIONIST

at  Great National Hotel Ballina

DUTIES INCLUDE:

To ensure that a safe and secure environment for customers, staff and visitors is always maintained.
To always present a positive personal image to the customer. To ensure that products and services are explained to the customer at all appropriate times.
To carry out your job to the highest level and to follow set procedures as outlined in your SOP and skills manuals and as per the ‘Great National Hotel’ standard.
To answer the telephone within five rings and clearly in a polite and helpful manner, using the correct telephone greeting as detailed in the SOP manual.
To ensure that both incoming and outgoing calls are handled in a professional manner.
To ensure that all reservation enquiries are handled in a professional manner and used as a sales opportunity.
To make the necessary preparations to deal with arrival of customers with advance bookings and the check in procedures are completed correctly.
To deal with customers without advance bookings on arrival in line with departmental procedures.
To take all opportunities to both promote products to our customer and increase the customer base.
To exchange cash and traveller cheques according to both the hotels and company’s cash handling procedures. To adhere to company policy as detailed in the SOP regarding cash handling procedures.
To ensure that customers accounts are prepared and maintained and that payments are dealt with according to the hotel’s standards and company’s cash handling procedures.
To ensure that data and text is entered into the computer correctly and that data is located and retrieved from the system and printed when necessary.
To create and maintain an effective working relationship with colleagues and managers.
To arrange and prepare meetings as necessary
Maintain cleaning programme in operation.
Secure and record lost and found property, following the correct procedure.
Note and report maintenance needed to your supervisor or manager.
To ensure all aspects of front office are always running efficiently and effectively.
To implement systems to ensure efficient performance where necessary.
To monitor all front office cash transactions, float and till procedures and to ensure that procedures are carried out in accordance with Company policy
To ensure security and key control procedures have been adhered to in line with company policy.
To ensure all reservations and administrative duties are carried out efficiently.
To ensure the professional operation of the back office including the monitoring the delivery of guest mail, faxes and personal belongings, the maintenance of equipment and prevention of abuse of hotel facilities.
To ensure all guest queries either in person or by telephone are always answered in a prompt and professional manner in line with company policy.
To communicate and liaise with the Accommodation Manager/Supervisor in relation to rooms status, VIP’s, and allocations.
To ensure a high standard of personal hygiene and adherence to uniform policy including the wearing of name badge.
To be fully familiar of all policies as detailed in the staff handbook.
To ensure that adhere to the Sign in & Sign Out procedures daily.
To ensure the maintenance of the department. Where there is a maintenance issue that needs professional attention, that this matter is reported and dealt with in an efficient manner.
To participate in all training programs to which you have been assigned.
To attend meetings as requested.
To assist in achieving the highest levels of standards and service particularly during the process of hotel inspection by AA, RAC, Excellence in Tourism and any other such organizations.
To ensure guest confidentiality is always respected.
To actively participate in the promotion of ’Optimus’ in the hotel.
Report for duty clean and tidy, wearing the correct uniform to Company standard ensuring your name badge is always worn whilst on duty. To ensure a high standard of personal hygiene.
Your primary goal always must be Customer Care. Maintain cleaning program in operation.
Ensure full knowledge with all hotel facilities, including opening and closing times and promote these facilities at every opportunity.
Ensure that eating and drinking is confined to the staff canteen only. To participate in all training programs scheduled for you.
To participate in daily ’15 minute’ standards training. Be fully familiar with all Personnel policies and procedures as set out in the Company Staff Handbook and to always abide by these.
To familiarize yourself with your departmental SOP (Standards of Procedure Manual) which is available from your Department Manager.
To always maintain departmental standards.
Responsible for ensuring that all start up documents i.e., Application Form, Contract of Employment, Employee Handbook, Job Description, and other relevant forms along with legal requirements such as Photo, Passport, GNIB, letter from college etc. (in the case of non-nationals) are given to the HR Department prior to commencement.
To attend and support hotel and departmental meetings as requested. To participate in job chats and performance appraisals.
To be fully familiar with the complaints procedure and that complaints are dealt with in a courteous and sympathetic fashion and reported to the Duty Manager if necessary.
Secure and record lost and found property, following the correct procedures. Health & Safety
To fulfil your obligations under the Health & Safety at Work Act 1989 and any revisions or additional legislation made thereto.
To ensure that adequate steps are taken to ensure the health and safety of yourself, your fellow employees, hotel guests and any other persons on the premises.
To maintain all work areas in a presentable, tidy, and safe conditional always and to immediately report potential hazard, loss, or damage to the General Manager.
To be aware of the identity of trained first-aid personnel on the premises and the location of departmental first aid box.
To observe all safety rules and procedures, including those laid down in the Health & Safety Statement.
To carry out and promote fire and accident/other safety drills as directed by the hotel safety officer.
To carry out Health & Safety training and re-training with employees and to participate in all Health and Safety training scheduled for you and your departmental personnel.
To be an active member the Health & Safety Committee and to ensure the attendance of your department’s safety representative at all H & S monthly meetings.
To immediately inform Management if you or any or your departmental personnel are involved in any accident or incident within the hotel or its grounds or if you are witness to an accident or incident involving a third party. Flexibility/Inter-changeability
To be flexible and co-operative in the workplace to ensure the smooth and successful operation of the hotel.
Flexibility within each job category/functional area will be required by the company and full interchangeability between departments will be required.
Dependent on business levels within the hotel, you will be required to assist with duties as directed by Management. These duties may include assistance in duties/operations in all areas of the hote