- Contract type
- 854 days ago
Location/Unit: Holiday Inn Derby Riverlights
Hours of Work: 40 hours per week
Wage: Minimum Wage
Reporting to:Reception Manager
We are looking for someone with a great personality to share their passion for the hospitality industry in delivering service with a smile. You will be working in a busy environment which requires a consistency in customer service, flexibility and being able to work well under pressure. Experience in a similar role within a hotel environment is beneficial and you will need to be PC literate as the role requires working with a computerised Front Office system.
Commitment to Excellence:Every member of staff is expected to ensure that the hotel guests comfort, satisfaction and well being are catered for in a friendly, helpful, efficient and personalised manner at all times.
Scope:To provide the required standards of hospitality and guest service at all times as per Company procedures and to carry out all shift duties to the required standard.
Main Responsibilities and Duties
1.Handle guest check-ins efficiently and professionally following Front Office Standard Operating procedures having a thorough knowledge of all registration requirements.
2.Handle guest check-outs efficiently and professionally and following Front Office Standard Operating procedures .
3.Work flexible hours in accordance with the departmental rota – due to the nature of our business, work schedules and demands of the position may vary from time to time.
4.Complete all duties on the reception/cashier checklists.
5.Protect guest and associate security by never revealing any personal information, room numbers, addresses, telephone numbers, unless authorised to do so.
6.Develop a working knowledge of the Central Reservation system.
7.Always use correct telephone standards.
8.Read and initial the daily handover book to keep updated of current information. Attend departmental meetings.
9.Attend training sessions as requested – ensure you complete the annual training sessions.
10.Have a thorough knowledge of the Brilliant PMS System, telephone systems, TV systems, card systems.
11.Know how to report hardware and software problems.
1.Be friendly, courteous and helpful to guests, managers and fellow associates at all times.
2.Have knowledge of room types and other facilities and guest services within the hotel
3.Ensure that a good relationship is kept between all other departments.
4.Handle any guest problems or complaints in a professional and hospitable manner. Ensure they are resolved and follow through using the LEARN and service excellence process.
5.Develop a thorough knowledge of the hotel property, hotel staff, hotel services and hours of operation.
6.Actively participate in all customer care programmes and initiatives.
7.Ensure guest requests are carried out in a timely, efficient an professional manner
8.Actively seek verbal feedback from customers and act on feedback both positive and constructive
9.Ensure the highest standard of (both internal and external) customer care is delivered at all times
10.To display a pleasant manner and positive attitude at all times and to promote a good company image to colleagues
1.Ensure that all Front Office standards are followed at all times.
2.To act on any actions implemented to address shortfalls in Front Office standards.
3.Actively seek ways to improve the front office operation and bring these to the attention of the Front of House Manager.