8 months ago
We are currently recruiting for a maternity cover (possibly leading to permanent) Leisure Receptionist to join our highly successful team in our Village Hotel Club Wirral on a full time basis. Based in modern and contemporary surroundings you will be required to contribute to the hotels success. You should have a warm, personable nature, can do attitude and eye for details.
Why choose us?
We offer some amazing benefits such as FREE Gym membership to our health and fitness club which includes state of the art gym equipment as well as discounted shopping and stays within our hotels.
To be successful in your application for the position of receptionist you must possess the following:
Only read on if;
* you’re passionate about the Leisure industry and great customer service
* want to inspire and drive a team to really excel and deliver fantastic service and a key profit stream within our business
by ……………ensuring a memorable experience for every guest, every time!
Your role is to You‘ll be the first person to offer a warm and friendly welcome to all members and guests on arrival at the Leisure Club or by telephone.Ensure the efficient operation of the Leisure Reception Desk, taking bookings, resolving queries and providing the highest standards of service for members and guests.
You achieve this by getting to know the customers and help them to make the most of the range of services on offer, so that they leave always looking forward to the next visit.
People – Liaise closely with the Leisure Club Sales Team and colleagues in order to sell the product and experience effectively. Deal with complaints/ problems politely and make every effort to resolve these. Assist with our monthly retention programs and liaising with our central member services, ensuring that all member needs are taken care of.
Presentation and standards – The Leisure Club Reception should always comply with standard operating procedures and equipment should be maintained and any defaults reported. The Leisure Reception area should be clean at all times and ready to welcome existing members and potential new members. Your personal presentation must be impeccable at all times.
A Great Customer Experience – ensure only leisure club members and their guests enter the club. Record all booking details and ensure the expectations of the members are met at every opportunity deliver great service so that our people, products and service are memorable as we build our reputation as the Leading Leisure Club.
Product knowledge –be aware of all promotional activates to ensure they are correctly implemented. Deal with enquiries in a prompt professional manner. Offer advice on products and explain facilities e.g. opening times. Assist with special promotions and provide visual displays as required. Product knowledge includes the whole Hotel, not just the Leisure Club.
Communications – report any defects on equipment to maintenance department and ensure communication with the Leisure Club team is clear to be passed onto leisure club members. Attend team meetings when required. Feed back Members comments productively and constructively where necessary.
Leisure Club Performance – demonstrate detailed product knowledge taking every opportunity to up sell and translate into retail sales. Deliver results in line with team members non-negotiables Further, add value to overall hotel performance through teamwork.
Results – checking the Reception area on a regular basis to ensure compliance with company and hotel standards in line with Village Excellence
Quality – be fully aware of all promotional activities to ensure they are correctly implemented and action. Ensure only bona fide members and guests gain entry to the leisure club.
Great Service – assist members and prospective members in a friendly, courteous and professional manner. Record booking details for all facilities clearly and accurately, taking opportunity to promote new activities. Deal with complaints / problems politely and make every effort to resolve these.
Statutory compliance – Support all members of the team to achieve and maintain standards to the highest possible level in respect of service and Health & Safety obligations. Be aware of and operate the hotel cash handling, security and emergency procedures. Fully adhere to the cash handling and security procedures and systems.
* Experience within a customer facing environment.
* Results driven, with a sense of urgency about achieving objectives and a problem solving approach
* Personality - customer facing presence, rapport builder. Calm and assured under pressure.
* Can communicate ideas and facts honestly, clearly and persuasively.
* Ability to use tact and discretion.
* Understands the need for confidentiality.
* Smart professional appearance.
* Basic IT Skills
* ‘No problem’ mentality
Scope / scale
Your role will include working as part of team, upselling products, acheiving targets and working evenings and weekends.