Job Description

Job Purpose / Summary:

To ensure total guest satisfaction.

To be responsible for maximising room revenues in line with the Company's standards, providing efficient and courteous service.

Core Accountabilities & Performance Indicators

These indicators are what the Company can expect to see when the role is being performed to the required standard.

To provide first class service to the hotel guest
Assist all guests in a sincere and courteous manner, wherever possible going the extra mile to ensure guest satisfaction.

Deals with guests promptly upon arrival and departure, as per Company Standards for check in and out procedures.

Demonstrates a working knowledge of all services and facilities of the hotel, as well as local area. Therefore, ensuring our guests are assisted effectively.

Professionally and competently operates the telephone system in line with both operating and Company Standards.

To ensure a professional appearance and manner to all visitors, resulting in positive PR both internally and externally.

Abides by Folio Policies

To perform all guest accounting functions according to the Company and Hotel policies and procedures, ensuring all guest accounts are complete and accurate.

Adheres to the Company Credit Policy.

To actively promote sales.

To demonstrates the use of the 24 / 7 sales conversation to effectively sell bedrooms and conferences, maximising occupancy, average rates and yield.

Receives and processes telephone and walk in reservations accurately.

Understanding the business and keeping up to date with hotel's sales selling strategy and letting policy and promotions.

Understanding competitor occupancies and passing on observations to the sales teams

Identifies possible sales leads and passes to sales team.

To ensure co operation and compliance with all legislation relevant to your role in the business.

Must attend all H & S and fire as directed by designated Line Manager.

Ensure that while you undertake your role you abide by the Health and Safety at Work Act 1974 and safe systems of work appropriate to your role.

In use of company nominated chemicals, it is your responsibility to comply by COSHH.

Understand the importance of adhering to company policy with reference to Hazard spotting, first aid reporting, and reporting accidents.

To have a complete understanding of hotel and Company procedure in the event of a fire.

To ensure the Company Health and Safety, Food Safety and COSHH legislation are adhered to; this will involve action and appropriate training.

Ensure security for both self and all departments.

To ensure that Learning and Development is undertaken to enable you to fulfil your job role.

Attend hotel and departmental induction.

Attend Job chats and Performance Reviews

Development through NVQ training

Being a Buddy for new starters.

To ensure that a good level of product and local knowledge for guests when requested.

Must be aware of departmental and relevant hotel facilities, restaurant /bar opening times, disabled facilities and room types etc.

Knowledge of local area i.e. Local shops and places of interest

Know who to direct guests to if unable to answer queries.

Knowledge of the Central Reservations Office

The above is designed to help you in the understanding of your role and is not intended to be a definitive list of your duties, as flexibility in meeting Company and guest needs is required by all employees

Job Type: Full-time

Pay: 12.21-13.00 per hour

Benefits:

Discounted or free food Employee discount On-site parking
Work Location: In person