Job Roles
Receptionist
Job Description
General cleaning duties throughout the hotel reception area. Offer a professional and friendly service at all times. To be a point of contact for guests and staff and be able to answer all kind of questions.
Interacting with guests, staff, suppliers and any visitors. Be a source of information to all and provide a good telephone service to both internal and external calls.
Local language is needed in order to answer all question and queries.
Being capable of taking ownership of the reception area and make it a professional environment in order to provide the best service.
Being able to assist the management team in their front of house duties (rooming list, rotas, phone calls etc).
Interacting with guests, staff, suppliers and any visitors. Be a source of information to all and provide a good telephone service to both internal and external calls.
Local language is needed in order to answer all question and queries.
Being capable of taking ownership of the reception area and make it a professional environment in order to provide the best service.
Being able to assist the management team in their front of house duties (rooming list, rotas, phone calls etc).
Key Accountabilities & Responsibilities
Reception Management
Being entirely responsible for the running of the reception area.
Accountable for all messages and communication from guests, suppliers and staff to hotel managers.
Lead and inspire the team to live by the service principles, giving a professional first impression of the front of house.
Understand & adhere to all company policies & procedures.
Commercial/Financial Management
Deliver relevant service to ensure that services are sold, optimising revenue opportunities therefore achieving or surpassing the required resort targets.
Accountable for hotel daily accounts and paperwork.
Additional Cashier responsibilities such as float handling, signing of invoices for local agent and entering all accounts and budget information on to the local accounts system.
Quality Assurance/Customer Service
Manage and deliver all products to the customer.
Resolution of customer complaints, or pass on to manager if too specific.
Ensure all Health and Safety procedures are implemented according to Company standards.
Obtain direct feedback from customers when at reception.
Communication
Keep hotel Manager and all staff informed on all relevant updates using varied methods of communication.
Provide detailed and accurate reports as required by Area Manager & UK.
Escalate or communicate to Hotel Manager all issues deemed fit or which cannot be resolved by you.
Incident Management.
Manage all incidents in line with company procedures.
Being entirely responsible for the running of the reception area.
Accountable for all messages and communication from guests, suppliers and staff to hotel managers.
Lead and inspire the team to live by the service principles, giving a professional first impression of the front of house.
Understand & adhere to all company policies & procedures.
Commercial/Financial Management
Deliver relevant service to ensure that services are sold, optimising revenue opportunities therefore achieving or surpassing the required resort targets.
Accountable for hotel daily accounts and paperwork.
Additional Cashier responsibilities such as float handling, signing of invoices for local agent and entering all accounts and budget information on to the local accounts system.
Quality Assurance/Customer Service
Manage and deliver all products to the customer.
Resolution of customer complaints, or pass on to manager if too specific.
Ensure all Health and Safety procedures are implemented according to Company standards.
Obtain direct feedback from customers when at reception.
Communication
Keep hotel Manager and all staff informed on all relevant updates using varied methods of communication.
Provide detailed and accurate reports as required by Area Manager & UK.
Escalate or communicate to Hotel Manager all issues deemed fit or which cannot be resolved by you.
Incident Management.
Manage all incidents in line with company procedures.
Key Skills, Knowledge, Experience and Competencies
Good knowledge of the company processes/procedures and of in resort operation. To be conversant with the varied Team Manager roles ensuring flexibility through season & beyond.
Competencies.
Customer Focus.
Communication Skills.
Accountability.
Making decisions.
Any additional relevant information
Constantly seek out efficiencies to prove return on overhead.
Ability to balance service versus costs.
Competencies.
Customer Focus.
Communication Skills.
Accountability.
Making decisions.
Any additional relevant information
Constantly seek out efficiencies to prove return on overhead.
Ability to balance service versus costs.
4 Key Technical Skills (assessment criteria)
Technical Skills 1: Team-worker and Takes ownership of their role.
Technical Skills 2: Determined to succeed.
Technical Skills 3: Fluent with company policies, procedures, to enable management with minimum direction.
Technical Skills 4: Appropriate IT and language skills.
Technical Skills 2: Determined to succeed.
Technical Skills 3: Fluent with company policies, procedures, to enable management with minimum direction.
Technical Skills 4: Appropriate IT and language skills.
