Receptionist - Milton Keynes

Receptionist - Doubletree by Hilton Milton Keynes

Department:  Reception

Reporting to: Reception Manager

Salary: £6.70 - £7.20 per hour

Contract: Permanent

Hours per week:  Non Contracted (Evenings and weekends)

Overall Objective:  

To ensure that all customer needs are met and that their expectations are exceeded

Main Objectives

• To work within a team to deliver the day to day operational needs of the Hotel Reception
• To meet and exceed guest expectations through consistent delivery of service levels in line with brand requirements
• To be the main point of contact for Guests dealing efficiently with any requests, enquiries and any complaints

Summary of Duties

• To welcome (check in) all arriving guests to the required minimum standard
• To bid farewell (check out) all departing guests to the required minimum standard
• To maximising revenue through Front Desk sales programmes
• To handle all telephone calls, including external and internal for in-house guests, enquiries and other departments.
• To carry out calls to VIP’s staying in the hotel to check on guest satisfaction
• To record and report maintenance and security issues, raised by guests or employees and follow up where appropriate
• To record and process lost property and follow up where appropriate
• To make lunch and dinner reservations in the hotel restaurants for in-house guests and non residence
• To recording and process guest laundry leaving and returning to the hotel
• To conduct general administrative duties using microsoft office, internet explorer, the hotel property management system, etc
• To provide change for the hotel food and beverage outlets, as required.

Person Specification

Essential

• Have the ability to work as part of a team and on own initiative
• Have excellent personal presentation and verbal communication and listening skills
• Have a passion for delivering exceptional customer service with a ‘can do’ attitude
• Be flexible, motivated and committed
• IT skills
• GCSE English and Maths grade C or above (or equivalent)

Desirable

• Previous hotel reception experience
• Experience in a customer service environment
• Previous experience of cash handling

Reference:  H0227

Closing Date: 3^rd February 2017