IDEAL CANDIDATE

You will be a committed and confident customer service professional looking for your next step within a unique environment.

ESSENTIAL SKILLS AND EXPERIENCE

• Previous Reception experience in an hotel or similar environment
• Excellent interpersonal and communications skills
• Good organisational and time management skills
• Attention to detail
• Ability to multi-task and work under pressure
• Sound Microsoft office skills

DESIRABLE SKILLS AND EXPERIENCE

• Good understanding of Kinetics or a similar software system
• Reservation experience

ABOUT THE ROLE

We are looking for an experienced Receptionist committed to delivering a consistent and professional service, with a desire to exceed our customer’s expectations at every opportunity.
You will be the first point of contact for all of our clients and will also provide administrative support to other departments on a day-to-day basis. The ability to work both on your own and as part of a team is essential and you will need to be good at thinking on your feet and offering appropriate solutions, as required.
Hours of work: Full Time (37.5 hours), between the hours of 07:00-22:00 and some weekends required.
Salary: £24,145 per annum, plus overtime pay and enhanced rate on Sundays.

KEY RESPONSIBILITIES

Working within the reception team, you will carry out a wide variety of activities, with your key responsibilities to include:

• To consistently deliver high levels of customer service to our clients, providing information as requested about the Institute or Cambridge.
• To provide a professional meet and greet service to our guests as they arrive, which is often based outside the main entrance to ensure a positive arrival experience and to provide appropriate directions.
• To ensure that guests are checked in and out using the correct procedures.
• Managing relevant tasks for a successful check in and out process of all guests.
• To ensure that bedroom reservations are taken in the appropriate manner, using the correct procedures.
• Support the events team in taking bedroom reservations for events, processing pre-payments and confirming reservations.
• To provide support in researching new business opportunities and competitor analysis.
• To liaise with relevant departments about updates, in a timely fashion, to ensure that guests needs are met or exceeded.
• To deal with complaints effectively and with diplomacy.
• To liaise with relevant departments to ensure that all administrative duties are carried out efficiently.
• To deal appropriately with all incoming calls through the main switchboard.
• To deal appropriately with all guests coming to reception and arrange whatever help they may request during their stay.
• To take all reasonable steps to ensure the safety of guests, property, the building and cash.
• To ensure that all postings, revenue and income is balanced daily
• Ensuring relevant charges are applied to event and reservation bookings
• Preparing paperwork for the financial end of the week and end of the month.
• Sending invoices for B&B bookings and dealing with no show charges.
• Updating all booking systems with the availability of the bedroom stock and closing full dates daily.
• Managing effectively the waitlist daily to convert revenue.
• Selling from the gift cabinet if guest wish to purchase items.
• Managing lost property items, contacting guests, sending items and sorting these out at the end of the month.
• Processing feedback forms on a weekly basis and communicate this to the wider teams.
• To ensure that all-incoming and outgoing mail is dealt with appropriately and in a timely manner.
• To ensure that all signage and menus are printed at the correct time.
• Ensure that maintenance requests are reported to the relevant departments.
• Ensure that reception and the public areas around reception are kept clean and tidy and is stocked up of relevant items.
• Ensure communication and shift handovers are such that reception can operate effectively after your shift is complete.
• To provide support in following up tasks related to the shift handover.
• Ensure that all-necessary housekeeping and maintenance is carried out in the office for the health and safety of yourself, others and all equipment.
• Be aware of fire regulations and procedures related to your position and ensure an updated guest list is available in the event of an evacuation.
• To attend and participate in all meetings as required ensuring a pro active approach to the internal and external client, sustainability, health and safety and upcoming business.
• To provide support in ordering and maintaining stock levels of stationery and relevant gift cabinet items where needed.
• To provide support with the training for new staff members and with updating the standard operating procedures manual as required.
• To ensure that you follow all of the policies and procedures in relation to our environmental, General Data Protection and Anti-Bribery and Corruption policies, details and objectives of which are included in the staff handbook.
• To carry out any reasonable request made by the Assistant Front of House Manager, Front of House Manager or a member of management in a timely and cost effective manner.