Receptionist

Job Listing No: 9740000

Receptionist

Job Title:

Receptionist

Location:

 

Holiday Inn Belfast City, 40 Hope Street, Belfast, BT12 5EE

Department:

 

Reception

 

Responsible to:

 

Front Office Manager / General Manager

Rate of Pay:

 

£7.70 per hour

Hours of Work:

 

40 hours per week

Experience and Qualifications

Essential:

  • Experience within a Receptionist Role
  • 5 GCSEs at Grade C and above to include English & Maths or equivalent
  • Customer Service and Communication Skills
  • Good knowledge of IT
  • Ability to work in a fast paced environment requiring flexible working and a genuine willingness to help guests and colleagues in the Hotel

Desirable:

  • Experience within the Hospitality Industry
  • Proven experience within Front Office Management systems

Personal Qualities

Being passionate about people and service

Strong communication skills essential when interacting with guests and employees

Problem solving, motivating and training abilities

Good Team Player

Good Time Management Skills

Job Purpose:

 

The Front Desk is often the first point of contact and the first impression for guests.  Warm, knowledgeable service and helpful guidance re-assure guests they’ve made the right choice to stay with us.  To deliver a great guest experience – a Receptionist will check in and out guests efficiently, and make sure they have all they need for a great stay

Main Duties and Responsibilities:

 

  • Welcome guests in a friendly, prompt and professional manner, recognising IHG Rewards Club Members and also returning guests
  • Check guests in, issue room keys, provide information on Hotel services and room location
  • Ensure required identification is taken from guests at check-in in line with local legislative requirements
  • Answer phones in a prompt and courteous manner
  • Up-sell rooms where possible to maximise Hotel revenue
  • Answer, record and process all guest calls, messages, requests, questions or concerns
  • Record guest preferences in the system
  • Check guests out, including resolving any late or disputed charges
  • Accurately process all ash and credit card transactions using established procedures
  • Communicate any outstanding guest requests or issues to Management that may require additional monitoring or follow-up
  • Take action to solve guest problems/complaints using appropriate service recovery guidelines
  • Follow established Hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the Supervisor or Manager on duty
  • May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the Hotel, process cancellations, revisions, and information updates on changes
  • Work as part of a team and communicate with other Departments as per Hotel procedures to ensure excellent quality and service
  • Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.

Note:  The above is not intended to be an exhaustive list and you will be expected to comply with any reasonable requests or duties directed by Management

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