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Night Receptionist - Birmingham

Employer
Staycity Aparthotels
Location
Birmingham, West Midlands
Salary
£7.50 per hour
Closing date
12 Apr 2018

Night Receptionist - Birmingham Jewellery Quarter

Part time / 30 hours

At least 1 year previous experience in hotel reception required

Working within the reception team to provide efficient, prompt, and outstanding guest service to all of Staycity’s guests on arrival and throughout their stay

Staycity Serviced Apartments is an Irish based leading serviced apartment provider with operations in in Ireland, UK and Europe.

Customer Satisfaction & Expectation

  • Maintain develop and exceed guest satisfaction
  • Initiate and maintain rapport with customers
  • Assist with complaints were possible and resolve in conjunction with the Front Office/Operations Manager and /or General manager
  • Addresses and resolves questions or problems pertaining to guest queries

Reception

  • Is available to register, check in / out and greet customers courteously and promptly
  • Checking the daily arrival list
  • Welcomes customers to Staycity in a friendly and efficient manner
  • Responds to customer requests for information about Staycity and its surroundings
  • Stays current with developments in the property by reviewing property communication and completes a handover on each shift; updating for oncoming shifts
  • Establishes a professional working relationship with all colleagues and guests
  • Allocates rooms and issues appropriate key, following property Security checks
  • Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment
  • Is aware, at all times, of current room status and room availability
  • Collates shift sales leads and communicates via the Sales Lead In-Tray
  • Demonstrates an in-depth knowledge of apartment facilities, to effectively assist guests.
  • Identifies and records special billing instructions by communicating via the comments field
  • Demonstrates teamwork by co-operating and assisting colleagues as needed
  • Handles difficult situations effectively
  • Ensures that guest mail and messages are delivered promptly
  • Completes the Sign in and sign out book during every shift worked
  • Works with a positive approach to comments and complaints

Reservations

  • Ensures reservations are monitored throughout the shift and entered promptly into the system
  • Checks all arrivals the day prior to arrival, ensuring all billing information is correct and appropriate back up is available in file 
  • Forwarding reservation confirmation in a timely fashion when requested
  • Updates Reservation file at the end of each shift
  • Inputs and updates reservations in accordance to date priority

Customer / Company Accounts and Payments

  • Monitors customer accounts to ensure adherence to hotel credit limits by completing shift credit limit reports and verifying accuracy of registration information
  • To ensure that all Corrections and Adjustments are communicated to the Front Office Manager/Operations Manager/General Manager and signed off by the General Manager on a daily basis.
  • Ensuring room revenue is generated through effective upselling accommodation during shifts and raising revenue for all early arrivals and late departures.
  • Completes shift closing accurately by obtaining appropriate approval signatures
  • Adheres to Staycity policies regarding the use of cash handling and banking procedures
  • Float check sheets are competed at the beginning and end of each shift
  • All banking discrepancies are reconciled before leaving shifts

Person Specification

  • knowledge of Opera PMS system
  • have previous experience working in a similar environment
  • be able to work in a busy environment while keeping calm and courteous under pressure
  • have enthusiasm
  • have previous computer knowledge, e-mail, and word
  • be a good communicator
  • be keen to learn
  • enjoys meeting targets and working within a team
  • be a good communicator
  • be customer focused at all times
  • be quality driven
  • be able to multi-task
  • be actively keen to enhance their personal development
  • be able to uphold standards
  • be pro-active

Hours of Work:

It is anticipated that the successful candidate will be required to work shifts covering weekends.

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