Job Description

A big part of your role here at Good Hotel London is being face of the business. You are expected to provide an efficient and friendly service for all guests and visitors. You are responsible for the up-keep and presentation of the reception and hotel public areas, liaising with other members of staff, maintaining guest's customer service at highest level. Every member of staff is expected to ensure that the guest's comfort, satisfaction, and wellbeing are catered for in a friendly, helpful, and personalised manner. This attitude is also to be extended to your work colleagues.

BENEFITS

Staff food on duty Good experience stay F&B discount Reward of 10 for every positive name mention in online feedback Employee Assistance confidential hotline Recommend a friend scheme Hero of the month / year 2 staff parties every year

REQUIRED BEHAVIOURS

Be warm and friendly. Express genuine interest in guests by smiling, making eye contact and being courteous.

Provide a positive experience to all guests.

Be presentable, and sociable at all times.

Be enthusiastic to learn, culturally aware, have an eye for detail and brand knowledge.

Be guest focused, proactive and autonomous. Have understanding of the highest level of service.

Display can do attitude.

Be GOOD, authentic, generous, ethical, and caring towards others.

Be open minded, flexible, and willing to perform other tasks as assigned.

Be willing to work in shifts including day shifts.

Have ability to work in a diverse environment.

To be punctual at all times.

YOUR RESPONSIBILITIES WILL INCLUDE (BUT NOT LIMITED TO):

Maintain courteous, friendly but professional guest service at all times.

Learn the Front Desk operations and ensure high standards of service are always delivered.

Be confident in performing check ins, check outs, issuing room keys and directing guests to their rooms.

Undertake general office duties, including emails, online messages, and telephone calls. Record data and guest requests to ensure the smooth running of the reception area.

Familiarize yourself with our products, services and menus as well as actively maintaining this knowledge and any relevant updates that may affect this information. Be aware of all hotel product offering, facilities, and special offers / promotions.

Ensure that all guest requests are met and followed up in a polite and efficient manner- and followed up and communicated to the team during handovers and when required.

Ensure guest personal details (PDQ slips, emails) are kept secure at all times.

Keep reception area (including tables, sofas and chairs) clean, tidy and free of clutter at all times. Particular focus on cups, glasses and used cutlery

Ensure that all payments (both cash and card) are correctly posted and balanced at the end of every shift. Any discrepancies are to be reported to line manager immediately.

Always perform duties effectively to the highest possible standards, ensure that shift handover and all logs are completed consistently, and next shift have all the information necessary.

Assist the Night Manager in the smooth running of the hotel during your working hours ensuring the safety of our guests and the highest level of guest service.

Be responsible for the nightly reconciliation, compiling and distribution of nightly reports as per agreed hotel standards.

Resolve complaints in an effective and courteous manner or escalate them as needed. Communicate daily with your manager regardless of whether issues are resolved or needing follow up.

Ensure Reception and Living room are presentable and well maintained at all times

Have a good knowledge of London and the local area, and continually update knowledge of the latest trends.

Work with all hotel departments to maintain maximum rapport as well as open communication channels to satisfy guest needs.

Support our Good Training Programme

Adhere to the standard of safety, hygiene and cleanliness laid down by the law and the company policies.

Be fully conversant with our Health and Safety, Company Security, and Fire procedures.

Ensure that all accidents / incidents, potential and real hazards are reported immediately and rectified.

Maintain a good level of personal hygiene and appearance, always wearing the correct uniform.

To produce relevant information for housekeeping and maintenance departments and continually liaise with them to ensure maximum comfort of our guests.

Along with your main duties, you will also be expected to carry out any other duties that are reasonably asked of you.

Note: The purpose of this Job description is to list the most important aspects of the job role. This job description is not intended to be a complete list of every duty and it is therefore expected that the day to day performance of the job will frequently include tasks not listed above. All your tasks are not limited and / or restricted to this job description, as you must comply with any reasonable requests, from your manager, to perform any other duties.

Job Type: Part-time

Pay: From 12.88 per hour

Expected hours: No less than 24 per week

Work authorisation:

United Kingdom (required)
Work Location: In person