Porter/Reception Cover - Swadlincote

Porter/Reception – Part-time (16 hours per week to include weekends)

Champneys Health Resort Springs​

REPORTS TO:  FRONT OF HOUSE MANAGER

Champneys is a destination health spa chain with resorts and day spas located in the English counties of Bedfordshire, Hertfordshire, Leicestershire and Hampshire.

A Porter is responsible for giving ultimate customer service to guests and ensure the highest standard of customer care are maintained in line with company standards.

DUTIES AND RESPONSIBILITIES:

• To give ultimate customer service to all health resort clientele.
• Checking-in guests on arrival and completing the correct registration procedure including offering a tour and explaining the welcome pack.
• Conducting guided tours of the Resort
• Receiving payment, issuing receipts and using the PDQ machine.
• To ensure the highest standards of customer care are maintained in line with company standards.
• Ensure that positive and effective inter-departmental communications take place at all times especially with reception and housekeeping.
• Security of guest luggage.
• To comply with company health and safety policy and procedures ensuring a safe working environment.
• Communicating confidently and helpfully with guests, checking satisfaction, resolving conflicts and escalating if necessary.
• Having an understanding of the switchboard, accepting external and internal calls and transferring them to the correct department/room.
• Collecting and delivering of luggage and lifting of various other heavy objects.
• Cash handling and daily reconciling of your own banking
• To support with the continuous improvement in performance and profitability of reception.
• Carrying out any other reasonable tasks allocated by Management.
• Attend and contribute to any meetings as required.
  Carry out general administration duties including filing, photocopying to fulfil the departmental needs.
• Liaise with housekeeping regarding additional arrivals, departures and room moves.
• Liaise with other departments on all relevant information that may affect guest satisfaction.
• Ensure Front of House area is kept clean and tidy.
• Attend training courses as required.
• Comply with all Company Policy and Procedures
• Any other reasonable tasks allocated by the Senior Management Team.

PERSON SPECIFICATION

Qualifications:

NVQ in Hospitality or similar advantageous

Experience:

• Customer service experience essential
• Industry/hospitality/health club experience preferential

Skills:

• Proven outstanding customer service skills
• Ability to communicate confidently, professionally and helpfully with guest
• Confident telephone manner

Knowledge and Understanding:

• Having knowledge of the type of stays available and special offers that are running.
• Understanding the telephone system

Other requirements:

• Can-do attitude with desire to provide first class service
• Flexibility to work shifts including evenings, weekends and public holidays subject to rota as well as a willingness and ability to extend of change hours and days

BENEFITS

We offer industry competitive salaries and an attractive benefits package, which includes:

• Contracted 28 days / shifts annual holiday including bank holidays, which increases with service.
• Generous staff discount in the Champney’s boutique and retail offer.  Employee and family member discount for mid-week residential breaks at Champneys resorts.
• Complimentary staff spa facility day on successful completion of probationary period.
• Subsidised meals whilst on duty.
• Discounted Champneys Club Membership.
• Childcare voucher scheme.
• Participation in Wider Wallet shopping discount scheme.
• Option to join private healthcare scheme.
• Training and development opportunities.

Some restrictions or variations may apply depending on resort, role and length of service. Our benefits package is subject to review from time to time.