Job Description

The Hotel Front of House Assistant is the main point of contact for guests and customers. The role holder will uphold the hotel's high standards by providing a courteous and professional service to guests and customers, ensuring they are supported before and during their stay or visit. The role holder will provide administrative services to the hotel management team and hotel owners.

Main Job Duties and Responsibilities:

Welcoming guests and checking their details against their bookings, ensuring all guest details and payment information is up to date and correct. Allocating guests their rooms and providing keys, directing them to their rooms. Answering telephones from prospective customers and guests, taking booking enquiries and reservations for bedrooms and the event spaces, and handling queries about hotel facilities and any associated information to guests' stays. Ensuring the front desk, reception and lobby area is clean and tidy at all times and creates a professional and welcoming first impression for guests. Completing administrative tasks such as filing and photocopying, preparing correspondence as requested by the hotel management team, preparing menus, customer proposals and confirmations, signage and posters, researching local amenities for guest information, and other hotel information as requested. Responding to requests for help and information by guests and customers, taking messages on behalf of guests and communicating these accurately. Providing concierge services, such as arranging taxi travel and providing information about local amenities and attractions. Checking guests out, taking payments and returning deposits or issuing refunds that have been authorised by the hotel management team. Maintaining accurate records such as guest information, enquiry and booking/reservation details, conveying information to hotel managers and colleagues and providing accurate information to guests and customers. To be familiar and knowledgeable about all hotel facilities, policies and procedures, as well as local amenities and the local area geography. Being the first point of contact for guest concerns, managing these within agreed scope of authority and escalating out of scope concerns, complaints or issues to the hotel managers. The role holder will treat all concerns with professionalism and courtesy, ensuring the guest or customer feels heard and supported, and ensure they have communicated the next steps. The role holder may be required to respond to the guest in person, in writing or by telephone in a timely manner.

Additional Requirements:

To undertake any reasonable duties as requested by the hotel management team or designated line manager. To support the food and beverage department as required in serving and supporting guests.

Skills or Experience- ESSENTIAL

Previous customer-facing experience

Experience in hotel front desk/reception

Excellent written and verbal communication

Solutions-oriented and empathetic approach

Excellent IT skills (Microsoft Office, hotel systems)

Ability to multi-task and remain calm under pressure

Team oriented and flexible

Experience preparing administrative documents

Experience handling card transactions

Job Types: Full-time, Permanent

Pay: 22,800.00-24,000.00 per year

Benefits:

On-site parking
Work Location: In person