Purpose of Role

To ensure that the reception department delivers a high quality service to the customers. Maximise all accommodation revenues by delivering and exceeding customer expectations from the first point of contact through the entire booking procedure for all external accommodation business.

Personal Specification

• Enjoy working and dealing with the public and being part of a team.
• Confident, pleasant and an excellent articulate communicator; able to stay calm under pressure and remain courteous when dealing with difficult situations.
• Must be efficient, organised and self motivated.
• Have a good personal standard projecting a professional image at all times.

Your key tasks reflect your contribution to our four core objectives; which are people, customer, profit and sales.


Computer skills: Must be IT literate


Key Responsibilities

People

• Build productive working relationships with guests and colleagues through maintaining a high profile within the workplace
• Ensure clear and accurate communication between departments to allow all requests to be met on time and to the expected standard.
• Assist in maintaining the cleanliness of the department.
• Ensuring that the Customer experience is truly engaging throughout each and every interaction throughout their stay
• Wear the appropriate clothing for their role and maintain a high standard of personal grooming
• To accurately communicate identified client needs to the departments
• Attend training as required




Customer

• To promote a helpful and professional image to the customer, giving full co-operation to any customer requiring attention
• To attend to customer queries and enquiries in a caring and helpful manner and with a commitment to dealing with the issue in a positive way
• To anticipate customer needs whenever possible to enhance the quality of service offered by Hever Hotel, to ensure customer loyalty is maintained
• To ensure the customer is treated correctly, first time, every time
• Ensure all customers receive a warm welcome first time every time
• Handle guest queries and complaints and take the appropriate action to ensure total guest satisfaction is achieved. Communicate any problems to senior management, and liaise with them with complaints beyond your control
• To meet and exceed client expectations in terms of support, quality and service, in line with the company’s standards
• To actively promote the company in a professional manner at all times including the attendance at client events, networking and familiarisation visits as required
• To present a professional image at all times – verbal, written and face-to-face
• To attend internal meetings and represent the reception team

Profit

• To support the achievement of weekly, monthly and quarterly goals and targets within the department
• To ensure care and attention is taken when handling company property to protect company assets
• To enter all bookings into Guestline to the agreed standard with all compulsory fields completed
• To ensure that all revenues are correctly inputted into Guestline to aid accurate forecasting
• To enter all bookings into book a table
• To ensure all guests’ profiles are updated at all times
• To ensure correct charges are in place on all bookings, in line with the selling strategy
• To adhere to credit control standards
• Responsible for ensuring that terms and conditions of business are in place for all bookings prior to being handed over to the event team
• All concessions to be authorised by a Senior Manager
• To be familiar with and promote other hotels within the group