Receptionist

at  Hilton Garden Inn Snowdonia

We are now looking for a Hotel Receptionist who shares our passion for Hilton Garden Inn Snowdonia, hospitality, and world-class customer service. We value hard working, positive team players who are committed to delivering an incredible experience for our guests. Want to be part of the adventure? Take a look at the full job description below.

KEY SKILLS / EXPERIENCE REQUIREMENTS

• Teamwork - The ability to work co‐operatively with others, be part of a team and work together as opposed to working separately or competitively. The willingness to co‐operate with others and seek common goals.
• Customer Focus - The ability to proactively sense and take action on customer needs and opportunities. The willingness to exceed customer expectation.
• Living the Values - The ability to inspire day to day demonstration of the Hilton values. The willingness to walk the talk and positively project the face of Hilton Worldwide.
• Dependability - The ability to do what is required to meet commitments and to deliver as needed.
• Adaptability - The ability to be flexible and change as needed. The willingness to learn from others.
• Quality - The ability to meet commitments in accordance with requirements and deliver value. The willingness to pursue excellence.
• Productivity - The ability to maximize output with minimum input. The willingness to seek more efficient and effective ways of getting things done.

PREFERRED QUALIFICATIONS

• Experience working as part of a team
• Experience working in a demanding customer service role
• Additional language skills and appropriate IT/Systems skills

JOB PURPOSE

As a Receptionist, you will be the first point of contact for the Hotel guests. Our Receptionist’s duties include offering administrative support across the organisation. You will welcome guests and greet people who visit the hotel. You will also coordinate front-desk activities, including distributing correspondence and redirecting phone calls.

MAIN DUTIES AND RESPONSIBILITIES

• Be proactive in ensuring all guests are welcomed and departed in a timely and appropriate manner. Make it memorable
• Demonstrate an awareness of customer priorities, anticipate needs and build rapport
• Optimise customer spend through promotional awareness and suggestive selling techniques. Prioritise activity/interactions as appropriate
• Be fully briefed pre- and post-shift and be aware of VIP’s or guests with special needs
• Be aware of company policy and legal requirements that affect your role and always respect the privacy of our customers
• Ensure you are maximising loyalty program enrolments and delivering the benefits consistently to existing program members
• Continuously capture guest preferences and maintain guest profiles in PMS
• Ensure that all prescribed and designed processes, systems and standards are maintained
• Maintain a safe and secure environment for yourself, guests and colleagues
• Ensure that guest problems are resolved effectively but avoided whenever possible
• Communicate clearly between customer, reservations, housekeeping and other hotel operating departments, both ways
• Ensure shift handover is comprehensive
• Be aware of the department standards, goals, objectives and performance
• Understand the products we sell, their price and the processes and systems designed to present them to our customers
• Ensure your behaviour respects the perspective, privacy, safety and security of our guests and your colleagues
• Maintain guest balances, cash float balances and comply with relevant credit and finance policies
• Provide constructive suggestions/feedback to the leadership group on product, process or learning delivery improvements
• Apply yourself fully during team training and briefing exercises
• Always deliver your “fair share” in team task elements of the role and support colleagues whose workload may temporarily exceed your own