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Job Description
As a Front Office Multi Skilled Team Member you will greet and welcome guests on arrival at
the hotel; it is important that you make a good first impression - a warm welcome and pleasant
atmosphere in the reception area can help to get guests' stay off to the best start.
Be aware of all the various departments of the Hotel and to be able to communicate with
them effectively.
• Receptionists check guests in and out, using a computerised system.
• Familiarise yourself with the Hotel’s check in/out procedures.
• Familiarise yourself with the Hotel’s Reception computer system.
• You issue keys to guests and provide guests with clear directions to their
accommodation.
• You keep accurate records of which guests have arrived at, or left, the hotel. You make
sure that any necessary information goes to the housekeeping, kitchen, maintenance,
and management departments.
• You provide guests with information about local attractions and places of interest. You
might provide additional services for the convenience of guests, such as ordering
newspapers or taxis, storing valuables and taking messages.
• You make sure that guests receive their messages without delay, along with any mail
that might arrive for them.
• Directing incoming calls and helping guests to make external calls.
• Familiarise yourself with clients who use the Hotel frequently and assist the Hotel in
attracting more of the same.
• Prepare a customer's account when they leave the hotel. You put together the cost of
additional items such as drinks, telephone calls and newspapers, and include them in the
final bill.
• You take payment from the customer in cash, or by credit/debit card.
• Guests might come to the Hotel Receptionist with any queries or complaints - not all of
which will be easy to deal with.
• You will have a good knowledge of the Hotel’s charge rates.
• You will have a good knowledge of the Hotel’s facilities.
• You must have a full understanding of the importance of proper Duty Handovers.
• Ensure that all Guest Registration Forms are filed out in full (to comply with the
Prevention of Terrorism Act).
• Ensure that guest security and the Hotel’s security is maintained at all times, reporting
anything suspicious to your manager.
• Ensure that all monies are accounted for and available for collection and inspection. You
will be accountable for all money at reception whilst on duty (this includes float and all
money paid in).
• Ensure that you have a good knowledge of the Hotel’s policy relating to Health and
Safety and Fire Evacuation Procedures.
• In the event of an emergency, Hotel Receptionists have responsibilities such as helping
people as they evacuate the building, calling the emergency services, and checking that
all guests have reached safety.
• To attend company training as required.
Qualifications
Opera Cloud
Additional Information
You must be eligible and be able to prove your eligibility to work within the UK
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
