Receptionists (Low Wood Bay Resort & Spa)

Low Wood Bay Resort & Spa Reception

08 Jan 2018

Low Wood Bay Resort & Spa

Reception

Guest Relations

Full Time or Part Time

2

The Role

We are looking for a friendly, welcoming and fun person to join our team whose main aim will be to cater for our guests every need. We want every guest to have a memorable and unique experience during their stay at the Resort and the receptionist role is essential to this.  

The role is all the traditional aspects of a receptionist but with added personality. If this sounds like the opportunity you are looking for, then we want to hear from you.  

Full or part time opportunities.

Attributes/Experience

Previous experience working in a reception/ guest relations environment is absolutely essential, ideally in a four star hotel environment with more than 100 bedrooms. 

The role requires someone with experience in reservation systems, preferably Opera as well as being able to take reservations, cater for guest in-house requirements and supporting all other teams in our Resort. 

This is the ideal role for someone with great guest relations experience and knowledge of the local area. You must have excellent communication skills and be able to work on your own or as part of a team and be capable of managing a variety of tasks for yourself and others.  

What we look for

  • A passion for hospitality and guest relations
  • Experience in use of Opera, Micros, Book-a-table and other hospitality systems.
  • Must be flexible and have the facility to work shifts.
  • Attention to the smallest detail

What's in it for you?

  • The opportunity to be part of the newest world class resort in one of the most beautiful destinations.
  • Modern, Stylish uniform provided (excludes footwear)
  • Complimentary meals whilst on duty
  • Complimentary Health Club Membership and Family Health Club Membership (subject to t&c's)
  • Discounted room nights across all English Lakes Hotels Resorts & Venues
  • Discounts on food and beverages across all English Lakes Restaurants
  • English Lakes Gift Vouchers and awards lunch presentation for each year of service
  • The opportunity to be part of the newest world class resort in one of the most beautiful destinations.

Notes

All applicants must be eligible to live and work in the UK. Documented proof of eligibility and photo I.D. will be required from candidates at interview as part of our standard recruitment process.

We are happy to receive your CV as an additional supporting document but you still need to complete our full application form or you can request a hard copy to be sent to you if you prefer. 

See below to apply or go to englishlakes.co.uk/jobs to see all current opportunities.


JOB DESCRIPTION

Receptionist

The Role…....To provide a courteous and friendly reception service to all hotel guests and conference delegates, with particular emphasis on greeting guests, checking guests into the hotel, guest departures and guest checkouts.

Reporting To…..Reception Shift Leader, Reception Manager

MAIN DUTIES AND RESPONSIBILTIES:

  • To be present and visible at the reception desk in order to attend to guests at all times during the shift, except whilst on authorised breaks.
  • To ensure high personal grooming standards, ensuring that appearance and uniform comply at all times with the company Dress and Appearance Policy.
  • To ensure that all guests needs and enquiries are dealt with in a courteous and friendly manner as required by the Hotel standards policy.
  • To answer telephone calls promptly ensuring that standard hotel responses are given on answering, that customers are correctly transferred to their required extensions, and that all messages are taken and passed on swiftly to the appropriate room or office.
  • To be responsible for all monies held by and brought to reception, and to efficiently complete all paperwork relating to these monies. To ensure that all deposits and withdrawals from the safe are diligently recorded.
  • To be aware of all hotel services provided for guests. To keep up to date with all promotions and special offers rates appertaining to the hotel facilities and bookings.
  • To ensure that both the front and back areas of reception are kept clean and tidy at all times.
  • To be fully conversant with all appropriate safety and emergency procedures in the hotel. To bring any faults or omissions in the hotel's emergency systems or procedures to the attention of  any senior manager.
  • To be dully diligent whilst in the workplace, to be vigilant at all times to ensure the safety and security of the guests, employees and company property.
  • To be fully conversant with all products offered on the room service menu and to answer room service telephone calls in a professional and efficient manner.
  • To be aware of the full service recovery policy of the hotel and to implement this policy in all circumstances when guest's expectations have not been met during their stay.
  • To be proactive at all times in order to solve any potential problems before they occur by either taking direct action, or where necessary alerting the reception manager of a potential problem in sufficient time.
  • To be aware of and adhere to all Hotel & Government rules and regulations

 

Check In & Check Out

  • To be aware in advance of all groups and individual guests due to check-in to the hotel and to efficiently, paying particular emphasis to personalising the check-in by using the customer’s name wherever possible and maintaining positive body language and eye contact.
  • To be fully conversant with the standard hotel check-in procedure, and to be able to repeat the standard check-in script to all guests
  • To ensure that each guest that is checked in to the hotel is offered  a choice of restaurant. To ensure that all restaurant bookings are correctly registered.
  • To ensure that the computerised reservation system is kept up to date by checking the guests into the system at the same time as they check into the hotel, and to ensure that requests for wake up calls and newspapers are efficiently processed on the computer system.
  •  To be aware of all groups and individual guests due to check out of the hotel, and to efficiently check-out all guests from the hotel, paying attention to personalising the service by using the customers name whenever possible and maintaining positive body language and eye contact.

 

Cash Handling

  • To ensure that all payments taken on check out are correctly accounted for and to ensure that sufficient diligence and time is taken over processing any financial transactions.
  • To ensure that guests receive receipts for all cash transactions and that appropriate paperwork is completed so that all transactions can be accounted for.
  • To ensure that all credit card payments have been accepted by the bank, and that credit card transaction slips clearly state an authorisation number.

 

Room Charges

  • To ensure that all charges for guests accommodation and extras have been correctly billed to the guest, and that all service dockets are checked to ensure that no items have been accidentally left off guest's bills.
  • To effectively seek advice from a manager /shift leader in the case of any discrepancy or suspected omission on a bill, and to not allow any guest to leave the premises without having settled a due room bill.
  • To ensure that all guest room bills are dealt with in a friendly and efficient manner, and to ensure that a manager authorises any decision to remove any items from a guests bill, with that manager's name being clearly specified next to the reduction.

 Reservations

  • To ensure that any telephone enquiries relating to reservations at the hotel are efficiently transferred to the reservations and sales departments as appropriate. To ensure that when no reply is forthcoming from these departments that the customers reservation is dealt with efficiently.
  • To ensure that any reservations or price quotes given to prospective guests are in line with the rates policy in place for the date of reservation, and only price offered by top line profit are quoted.