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Reception Team Member
| Posting date: | 24 April 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive Salary |
| Hours: | Part time |
| Closing date: | 24 May 2025 |
| Location: | CV37 7LT |
| Company: | Swan's Nest Hotel |
| Job type: | Contract |
| Job reference: | ab53b8eee3ca49bcaa96 |
Summary
Who are we
The Swan’s Nest Hotel is a 17th century building offering 72 rooms, located 5 minute walk from the historic heart of Stratford-upon-Avon.
Role Responsibilities
- Guest Check-In and Check-Out: Greet guests upon their arrival, process check-ins and check-outs efficiently, and ensure accurate documentation of guest information and payments.
- Reservation Management: Handle guest inquiries and make room reservations over the phone, through email, or in person. Update and maintain the reservation system, ensuring accuracy and timely communication.
- Front Desk Operations: Manage the front desk area, including answering telephone calls, responding to guest inquiries, and providing information about hotel facilities, services, and local attractions.
- Guest Services and Assistance: Provide exceptional customer service by addressing guest needs and requests promptly and courteously. Assist with luggage handling, arrange transportation, and provide directions or recommendations as needed.
- Billing and Payments: Process guest payments, handle cash transactions, and generate accurate bills and receipts. Ensure compliance with hotel policies and procedures related to billing and payments.
- Communication and Coordination: Maintain effective communication with other hotel departments to ensure smooth operations and guest satisfaction. Relay messages, coordinate guest requests, and provide assistance as required.
- Complaint Handling: Address guest complaints or concerns professionally and promptly, aiming to resolve issues and ensure guest satisfaction. Escalate unresolved matters to appropriate supervisors or managers when necessary.
- Safety and Security: Follow established procedures to ensure the safety and security of guests and the property. Monitor and report any suspicious activities or incidents to relevant personnel.
- Administrative Tasks: Perform various administrative duties, such as filing, record-keeping, and managing guest correspondence. Maintain cleanliness and organization at the front desk area.
- Knowledge of Hotel Services: Stay informed about the hotel's services, amenities, and promotions to provide accurate and up-to-date information to guests.
- Multitasking and Time Management: Handle multiple tasks simultaneously, prioritize effectively, and manage time efficiently in a fast-paced environment.
- Technology Proficiency: Utilize hotel property management systems, reservation systems, and other software applications to perform tasks, manage guest information, and generate reports.
Key Requirements
- Communication Skills
- Teamwork
- Professionalism
- Attention to detail
- Customer Service
- IT Proficiency
Benefits
- Competitive salary
- Excellent on-going support, training and development
- 28 days pro-rata holiday including Bank Holidays per annum
- Stakeholder Pension entitlement
- Discounted hotel room rates for you, your friends and family
- On-going incentives and rewards
- Meals on duty