General Description
Welcoming guests, checking guests in and out of the hotel, dealing with guest queries,
providing prompt and professional guest service to meet guest needs and ensure guest
satisfaction. This role can be either full-time or part-time. £22k full time - 40 hours contract, £10.50/hr for part time.
Main Job Duties and Responsibilities
● Welcoming and greeting guests
● Answering and directing incoming calls
● Informing guests of hotel rates and services
● Ensure proper room allocation
● Performing all check-in and check-out tasks
● Confirming relevant guest information
● Informing customers about payment methods and verifying their credit card data
● Issuing room keys and direct guests to their rooms
● Maintaining clear and accurate records of guest room bookings
● Computing all guest billings, accurately post charges to guest rooms and house
accounts
● Retrieving mail, packages and documents for guests
● Listening and responding to guest queries and requests both in-person and over the
phone
● Providing accurate information about local attractions and services
● Managing online, email, in person and phone reservations
● Liaising with other departments to address any problems or complaints made by
guests
● Completing and maintaining any incident reports, daily activity reports or other
reports requested by management
● Reviewing accounts and charges with guests during the check-out process
● Processing accurate payment of guest accounts
● Informing housekeeping when rooms have been vacated and are ready for cleaning
● Monitoring visitors to the hotel
● Enforcing rules and policies of the hotel
● Maintaining a neat and orderly front desk and reception area
Education, Skills and Experience
● High school diploma or equivalent
● Customer service experience, preferably in a hospitality environment
● Intermediate working knowledge of relevant computer software including MS Office
and Google Drive
Key Competencies and Qualities
● Customer service orientation
● Attention to detail and accuracy
● Good organisational skills
● Ability to multitask and prioritise
● Professional appearance and attitude
● Effective verbal and written communication skills
● Ability to handle stress and stay calm under pressure
● Decision making and judgement skills
● Team work
● Flexible regarding work schedules
● Ability to respond appropriately to diverse customers and guests
Tagged as: host, hostess, receptionist
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