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SalaryJob Title: Guest Services Agent / Receptionist
Purpose of Job: To ensure all Front Office duties are complete and guest queries are dealt with in a professional manner.
Responsible to: Front Office Manager / Operations Manager
Main Duties:
- Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries.
- Directs visitors by maintaining employee and department directories; giving instructions.
- Maintains security by following procedures; monitoring logbook; issuing visitor badges.
- Maintains telecommunication system by following manufacturer's instructions for house phone and console operation.
- Maintains safe and clean reception area by complying with procedures, rules, and regulations.
- Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
- Contributes to team effort by accomplishing related results as needed.
Main Responsibilities:
- To ensure that phones are answered in a professional and efficient manner within three rings as per company standard.
- To ensure all calls are diverted to the relevant area and messages are taken and passed on in a professional manner.
- To ensure all arriving guests are greeted to company standard, checked-in in a timely manner and allocated clean vacant rooms to meet their requirements & preferences.
- To take responsibility for ensuring credit is approved on arrival in the hotel through Credit card authorization, prepayment or company/Agent bill back.
- To take responsibility for ensuring all guest bills are settled on departure by a valid method of payment
- To communicate with the Food & Beverage team in handling Conference charges and accurate postings.
- To handle payment and billing for Paymaster & conference accounts and inform the Front Office Manager of any discrepancies or issues that may prevent payment being received.
- To take responsibility for the days banking while on shift, including float outages, petty cash slips & credit card transactions. Including balancing at the end of each shift.
- To assist the reservations department. Ensuring calls are not turned away out of hours and all faxes are inputted for on the day business.
- To ensure accurate and complete entries into system in accordance with established procedures.
- To ensure all queries from both external & internal guests are handled in a professional and friendly manner. Ensuring all deliveries are signed for, checked & passed to the relevant person.
- To take responsibility for guest personal mail ensuring it is sent to their room or handed to them on check in.
- To handle guest luggage and belongings in a safe and secure way. Ensuring that all luggage is tagged and stored in a locked room.
- To assist in the overall security of the hotel by alerting Hotel management to anything suspicious.
- Ensuring that all guest information is kept private and not given to anyone who is unauthorized by Hotel Management this includes credit card and payment details.
- Abiding by the Strict security policy when issuing guest bedroom keys.
- To proactively ensure you are knowledgeable of hotel facilities and policies including local amenities etc. to ensure the guest has a positive experience.
- To cross-sell all hotel facilities, e.g. food & beverage, meeting rooms etc.
- To assist the Food & Beverage department whenever necessary, whether it is serving guests or assisting in functions or events
- Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction at all times, recording all issues. All complaints should be passed to the Duty Manager.
- To sell bedrooms at the London Town Hotels Group and where possible upsell other hotels associated with Mercure Hotels.
- To participate in all quality management programs involving test calls, mystery shopper or internal standards monitoring, e.g. audits.
- To actively seek any Maintenance issues and log in Opera as per the procedure.
- To have a full understanding of the hotels’ fire procedures to ensure safety of all staff and guests at all times.
- Accepts flexible work schedule necessary for uninterrupted service to hotel guests.
- Continuously seeks to endeavour to improve the hotel’s efficient operation, and knowledge of own job function.
- To attend daily training meetings and departmental meetings as requested.
- To wear presentable full uniform and name badge when on duty.
- To ensure a high standard of personal hygiene and grooming.
- To be on-time for all shifts and to ensure that you sign in and out for every shift worked. To ensure time sheet is signed weekly by manager.
- To attend seminars / training courses as required.
- To carry out any other ad hoc duties as directed by all management.
- To comply with the company policies regarding the following:Fire, Health & Safety, Food Hygiene, Security
The job holder will also:
- Observe and adhere to the companies’ policies and procedures, undergoing relevant training and development to fulfil the requirements of the Company and the post.
- This job description is designed to highlight the key areas of work, objectives will be agreed.
- The duties & responsibilities listed above are not intended to be exhaustive, but are set out to indicate the main areas of activity currently expected by the Receptionist. You will be expected to adopt a flexible approach to the needs of the role.
- This job description is an outline of the role & function; it is not intended to be specific for all tasks.
Job Types: Full-time, Permanent
Benefits:
- Company pension
- Discounted or free food
- Employee discount
- On-site gym
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- Night shift
- Weekend availability
Ability to commute/relocate:
- London, W2 1HU: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer service: 2 years (required)
- Hotel Reception: 1 year (required)
- Opera PMS: 1 year (required)
Language:
- English (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
