JOB DESCRIPTION

Job Title: Reception Team Member

Job Band: Team Member

Reports to: Reception Team Leader

Positions Supervised: None

Job Scope

In accordance with Genuine Hotels policies and procedures, to assist in the efficient running of the Reception Department, providing the highest professional standards of service for our customers. Maximise all aspects of profitability through revenue generation and productivity whilst maintaining standards. Promote the desired work culture around the Genuine brand.

Key Relationships

General Manager, Operations Manager, House Manager, Departmental Heads, Team Members. Interacts with Hotel Guests, suppliers and competitors.

Essential Duties and Responsibilities

• Provide a warm welcome to all guests/contractors on their arrival.
• Assist guests and members in a friendly, courteous and professional manner with registration ensuring that any special requirements are noted and passed to the appropriate department.
• Assist guests in a friendly, courteous and professional manner throughout their stay, demonstrating full knowledge of the hotel’s facilities and general information.
• Deal with all enquiries promptly and in a professional manner, demonstrating detailed product knowledge, taking every opportunity to translate into retail sales.
• Check the Reception area on a regular basis to ensure compliance with Company and hotel standards in respect of cleanliness, health and safety and all point of sale areas are well stocked and presentable.
• Deal with all complaints/problems politely and positively and make every effort to resolve them. If you cannot resolve them, refer to your Line Manager/Duty Manager but, in any case, advise full details to your Line Manager/Duty Manager at the first opportunity.
• Ensure guest security, safety and privacy is established and maintained.
• Report any defects in equipment, damage or general wear and tear to the Maintenance Department.
• Assist guests in a friendly, courteous and professional manner when they are checking out of the hotel.
• Monitor all guest accounts ensuring that charges posted are correct and that supporting documentation is readily available.
• Operate the hotel switchboard to the Company standard, ensuring that all messages are correctly handled.
• Be aware of and operate the hotel cash handling, security and emergency procedures and report any discrepancies to the Team Leader/Duty Manager immediately. To authorise and provide refunds where necessary.
• Be able to deal efficiently with reservation requests, confirmation of bookings and special requests via email, letter or telephone.
• Assist with special promotions and provide visual displays, as required, taking every opportunity to upsell.
• Be knowledgeable of hotel rates and terms of business, taking every opportunity to upsell rooms with the aim of achieving maximum occupancy at maximum rate.
• Take every opportunity to upsell the facilities e.g. bar, bedrooms, weddings, themed events, conferencing.
• Ensure that the next day’s catering reports are printed for each relevant department, meeting board titles are accurately typed and displayed on the meeting board and refreshment sheets are correct and filed appropriately.
• Ensure that the 1, 3 and 7 day reservation checks are carried out to a high standards to eliminate any issues prior to arrival.
• You may be asked to work in other departments to suit the requirements of the business at short notice.
• Support all members of the team to achieve and maintain standards to the highest possible level in respect of service, hygiene and Health & Safety.