about 1 month ago
Purpose of the role: The purpose of this role is to be the first and last point of contact for guests of Village. Delivering great guest service as the face of Village when people arrive at the hotel in person, or make telephone enquires is essential. It’s vital that guests are warmly and efficiently welcomed, as the role holder confidently directs each guest to the self check in terminals and providing assistance when necessary. Equally, it is the role holders responsibility to ensure guests receive a Village farewell upon their departure.
Responsible for: • Providing a warm, vibrant welcome to all guests on their arrival. • Assisting guests in a friendly, courteous and professional manner during their stay with us. • Taking every opportunity to upsell F&B facilities, including meetings and events. • Demonstrating full knowledge of the hotel’s facilities and be able to convey information regarding other hotels in the group. • Dealing with complaints politely and positively making every effort to resolve there and then; refer to your line manager if unable to resolve. • When required, accurately complete the necessary administrative elements for the Reception Department.
Operations Responsibilities: • Being the face of your Village Hotel ensuring presence in the reception area at all times. • Be aware of and operate hotel cash handling when required, security and emergency procedures and report any discrepancies immediately to the Reception Manager. • Attend briefing and de-briefing sessions whilst on shift. • Attend monthly Reception meeting. • Be aware of health and safety procedures within the department. • Assist with keeping all front of house areas clean and tidy, clearing away any crockery/glassware etc.
Person Specification Demonstrates: • Exceptional Interpersonal skills and displays a ‘larger than life’ personality • Highly effective communication skills and the ability to be bubbly and approachable at all times, whilst also being able to adapt to differing situations. • A passion for guests having a great experience • Ability to leave a positive lasting impression on all our guests
The company is committed to being an equal opportunities employer and to maintaining a working environment free from discrimination, victimisation, harassment and bullying, by signing this document you are agreeing to uphold the equality opportunities and dignity at work policy as outlined in our employee handbook. This list is not exhaustive and the company reserves the right to make reasonable changes to your role from time to time.