Job Description

Job Ref:

OCC3472

Branch:

The Eliott Hotel

Location:

The Eliott Hotel, Gibraltar

Salary/Benefits:

Competitive Salary Benefits

Contract type:

Permanent

Hours:

Part Time

Shift pattern:

Nights

Hours per week:

16

Posted date:

12/06/2025

Closing date:

25/06/2025

Job description: Receptionist/Nights Auditor

Reports to: Front Office Manager/Director of Operations

Key objectives / purpose of the role

Provide a friendly and efficient check-in/out experience for guests, linking to the Company vision and values

Deal with all guest/phone enquiries in a pleasant efficient manner

Ensure Reception operates in an organised professional way following all company standards procedures.

Provide all guests with a sense of welcome that encourages them to visit again.

Key responsibilities

Demonstrate our company core values in every interaction and task; Care, Pride, Accountability Determination

Ensure the day-to-day front desk operation and administration in line with Standard Operating Procedures of Front Office department and Front Office Shift

Checklists

Maintaining good timekeeping a high standard of personal presentation in adherence to Employee Handbook at all times, representing the Collection to the

highest standard.

Maintain a visible presence at all times within the Reception area to ensure that all guest requests and queries are responded to promptly and in a friendly and

efficient manner, ensuring best guest care and satisfaction at all times.

Assisting guests with luggage and personal belongings, which are handled with care and kept securely.

Ensure all guests receive a smooth and memorable check-in/out experience that encourages them to re-visit

Being familiar with VIP, repeat and priority guests along with any special requests and subsequently communicating this information to the other teams within the

Hotel to ensure that guests receive the best possible service

Working, co-operating communication alongside colleagues in all Departments / Hotels Support Office to enhance the overall guest experience. Particular

emphasis is required between front desk, housekeeping maintenance departments to ensure smooth operation of room management

Knowledge of entire hotel offerings including FB outlets, all room types and their characteristics, promotions and special offers within both the hotel and other

sister properties

Actively encouraging guest feedback on social metrics and directly to the front desk.

Awareness of key tourist attractions including restaurants, transport cultural activities while constantly keeping up to speed on new guest experiences in the city

and sharing the information with guests.

Ensure that the front of house area is maintained to the highest standard at all times and communicate key issues to housekeeping, maintenance and/or

management.

Ensure that the front desk is fully operational during your shift with equipment in working order and correct shift preparation done to be able to deliver excellent

service.

To deal with any guest complaints in a professional manner to the best of your knowledge and to notify management of these as soon as possible to ensure a

collective follow through for our guests.

Actively maximise revenue upsell opportunities during your shift by promoting other FB outlets and upgraded accommodation where available

Strict adherence to Financial Control procedures in day-to-day operation in line with SOPs

Correct use of E-mail IT systems in line with company I.T. policy set out in Employee Handbook while protecting information in line with G.D.P.R.

requirements.

Continuously behave in a professional and friendly manner during verbal as well as non-verbal communication with guests and co-workers, especially in front of

house areas

Commitment to own self-development in line with departmental objectives and our company competency framework (outlined below).

Contribute to own performance reviews (30, 90 day Probation End) with Head of Department and actively engage in growing experience in objectives set up

with a commitment to learn and contribute

Other duties as requested by your Manager which may include time in other departments when additional support is required.

Health Safety

Understand and take accountability for the relevant HS legislation and the implications on the operation of the department in the hotel.

To read, understand and comply with your responsibilities as defined in the Health Safety Statement, Employee Handbook Risk assessments that will be

explained to you

Ensure that reasonable care is taken for Health Safety of yourself, other employees, guests and any other person on the premises particularly in relation to the

Fire Safety

Skills Knowledge Experience required:

Previous hotel/hospitality work experience in Customer Services or Front Office.

Hospitality/Travel/Tourism Qualification Preferred

Ability to communicate with guests verbally and in writing with clarity and in the business language of English

Problem solving skills

Ability to set up priorities, organize work and make decisions within the role remit.

Excellent guest care and complaint handling skills.

Excellent computer skills with Opera PMS or similar experience preferredAbility to work both in a team individual environment using own initiativeAbility to

work flexible shifts over a 7-day week



At all times when you are at work, we expect you to practice the Company Values - these were designed by our teams based on what it is like to work at the

O'Callaghan Collection and we employ people who we believe will live these values every day in what they do.



PROUD - we're proud of our work and our uniquely styled hotels

CARING - we care about our customers and about each other

ACCOUNTABLE - we own our actions and think about their wider impact

DETERMINED - we're adaptable, resilient and love a challenge!

Company Vision



By following this and the SOP's for your role, you will support the O'Callaghan Collection in the delivery of our Company Vision -

"We strive to make our guest experiences extra special. We're proud to work as a team, aiming to provide exceptional service and to make great memories

that ensure our guests come back to stay here at O'Callaghan Collection".

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About Us

The Eliott Hotel Gibraltar takes inspiration from its Mediterranean surroundings. Strong, warm colours and clean lines give the bedrooms a contemporary feel, while comfortable beds and furniture make them an inviting haven after a day in the sun. Many of the rooms also enjoy breathtaking views of the Strait of Gibraltar.



We are consistently ranking high on TripAdvisor for our exceptional service and unforgettable guest experiences!