Job Description

Are you passionate about delivering exceptional guest experiences and thrive in a dynamic, high-energy environment? Do you have a knack for creating memorable moments and ensuring every guest feels valued? If so, we have the perfect opportunity for you!
Were an award-winning independent, family-owned 5-star hotel dedicating ambition, experience, and passion into delivering an individual service for our guests. Our team is at the heart of everything we achieve were intent on balancing our people, profits, and planet, creating a great place for our teams to work and were delighted to have had this recognised nationally again this year as one of the Best Places to Work in the Hospitality Industry.
We are seeking a talented and enthusiastic Receptionist to join our Front of House team. As a Receptionist, you'll be the face of our hotel for our guests as one of the first people they meet when they arrive, and one of the last they speak to when they depart.
Key Responsibilities:

• Guest Welcome: Welcome guests and check them in and out in accordance with the hotel's policies and procedures.
• VIP Coordination: Identify VIP and special occasion guests and coordinate with the team to ensure we exceed guest expectations.
• Communication Management: Answer all incoming calls in a friendly and courteous manner, providing information about hotel services as necessary.
• Message Handling: Transfer calls and/or relay messages to guest rooms, team, or departments.
• Service Requests: Log and manage wake-up calls and DND phone requests.
• Email Correspondence: Manage and answer email correspondence with guests prior to their stay to anticipate their needs/wants.
• Operational Tasks: Collate individual guest service requests and turn them into operational tasks.
• Guest Interaction: Address guests service needs with seamless and professional delivery in a timely manner.
• Departure Emails: Ensure departure emails are sent to guests to ensure a warm farewell and show genuine appreciation.
• Feedback Collection: Interact with guests over the phone and email to obtain feedback on product quality and service levels.
• Complaint Handling: Handle guests complaints and concerns professionally, seeking assistance as necessary.
• Team Support: Support other employees to ensure provision of accurate and prompt guest service.
• Emergency Procedures: Be fully aware and adhere to property-specific procedures for handling emergency calls (health and safety emergencies, natural disasters, evacuations, and bomb threats).

Who You Are:

• Communication Skills: Strong oral and written English communication skills.
• Relationship Builder: Excellent ability to maintain guest and colleague relationships.
• Problem Solver: Process improvement oriented and creative in problem resolution.
• Organised: Superb organisational skills with rigorous commitment to accuracy and detail.
• Tech Savvy: Ability to use standard software applications (including Microsoft Word and Excel) and an ability to learn specific hotel systems.
• Experienced: Previous experience as Front Office Agent, Guest Relations, or within a customer service role is desirable.
• Educated: Ideally hold a bachelors degree in hospitality or equivalent in a related field.
• System Knowledge: Working knowledge of Infor property management software is an advantage.
• Multilingual: Knowledge of other languages in addition to English is an advantage.

What's in it for you? Exceptional people deserve to be recognised and rewarded, so you can expect an extensive benefits package including:

• Competitive salary and performance-based bonus
• Health, dental, and retirement benefits
• Wellbeing financial support
• Ongoing training and development opportunities
• Employee discounts and dining & stay privileges
• A supportive and inclusive work culture

What next? If you are truly passionate about delivering exceptional guest experiences and see yourself as part of a diverse, award-winning team who deliver amazing hospitality consistently, then apply now to be our next Receptionist.
If youre looking for the #bestplacetowork, look no further!
The Athenaeum has been family-run since the 1990s and could not be more committed to its famous five-star service.
An independent spirit remains at the heart of the hotel, where it continues to welcome everyone as VIPs and to make their stay individual.