Job Description

To ensure that the Reception team deliver a warm, attentive, professional service to customers visiting the establishment and those making enquiries about the hotel as well as delivering any other customer focused service when required in line with the standards and values of Dale Hill. Handling all enquiries with precision as well as courtesy so that the customer receives what is agreed and that any transactions are free from error. Ensuring that all Reception team members receive regular training and updates to ensure that standards are maintained and systems work efficiently.

Key duties:

Duties will include but may not be limited to:

To ensure that all Reception staff are confident in their roles and that standards are exceeded both with customers in person and through all other communication methods. Ensuring that systems in place are being adhered to by all Reception staff and if there are any issues then these are managed with additional training and development. In conjunction with the Front of House Manager, ensure that there is continuous development of all Reception staff. Ensuring that an induction and training plan is in place and followed with all staff. Accurately taking of bookings and recording of customer requirements, always being GDPR compliant. Ensuring that correct information is stored on the systems at all time. Primarily includes hotel room, restaurant and golf reservations but not exclusive. Greeting customers in a friendly, polite manner, whether in person or by telephone, or by using other media, to create an excellent 'first impression' and instil a good feeling consistent with Dale Hill's hospitality aims. Ensuring that all Reception staff are checking customer responses and reactions to service during his/her 'service journey' with us to ensure total satisfaction. Ideally resulting in repeat business and recommendation of our establishment to others. To spot any potential problems and deal with this to the satisfaction of the customer, (otherwise notify a senior colleague to resolve anything you cannot resolve yourself.) Empowering all Receptionists to be able to 'upsell' products and services contributing to the customer experience e.g. the making of restaurant reservations, sales of tea or coffee, promotion of forthcoming events etc. Managing the handover process between staff during shifts to ensure colleagues are communicating everything pertinent to the requirements of customers and other information needed for successful on-going operations e.g. passing on of messages. Also preparing at the start of shift everything required for a smooth operation e.g. updating of customer information, signage for conferences etc. Providing all information when asked concerning the layout of the establishment, opening times and contact names on duty e.g. Bar or Pro Shop Staff. Also acting as a source of information and literature, if available, for guests in relation to local 'tourist' destinations. Ensuring that all Reception staff are aware to ensure consistency of customer service provision. Manging money taken at reception and ensuring that all staff are aware of the process when managing money. The accurate billing of what the customer(s) has had, avoiding mistakes and over/under-charging errors. Dealing efficiently with payment transactions at point of sale and subsequent 'cashing up' strictly to conform with internal standard operating procedures. Ensuring that there are processes in place for Reception team to take responsibility for own safety and well-being by following procedures such as seeking assistance in the event of any potential conflict e.g. unwelcome behaviour from a customer, for example appearing drunk and aggressive. To model excellent service provision across a wide range of customer types and market segments, to represent the Reception team. Work effectively as a member of the team ensuring that customer needs are paramount and that co-operation with others in immediate team is exemplary as well as other internal service relationships i.e. other departments. The essential and courteous acknowledgement of customers on departure, thanking them for their custom to leave a good impression at the end of their current 'service journey'. Compliance with all rules and regulations e.g. fire safety, use of computers, maintenance of confidentiality, completion of administration, self-certification, absence reporting etc. The up to date maintenance of a register of guests and resident staff in case of fire evacuation and compliance with all health and safety procedures. Effective utilization of any equipment and office machines and the efficient handling and distribution of incoming/outgoing mail and parcels. The willingness to assist any other department when necessary to meet the needs of the business, help satisfy customer requirements and work flexibly e.g. during seasonal periods when business activity levels fluctuate.

Experience

Proven office experience or administrative background is preferred Strong computer skills, including proficiency in Microsoft Office (Word, Excel, Outlook) and Google Workspace Experience with data entry and knowledge of hotel operating system Opera Excellent organisational skills with the ability to multitask efficiently Prior people management experience is preferable Demonstrated phone etiquette with a professional demeanour Previous clerical experience and familiarity with reception essential
This role offers an engaging environment where organisational excellence and customer service are paramount.

Job Types: Full-time, Permanent

Pay: 13.00-13.50 per hour

Expected hours: 37.5 per week

Benefits:

Discounted or free food Free parking On-site gym
Work Location: In person