Receptionist - London
- Employer
- Holiday Inn Kensington High Street
- Location
- Kensington, London
- Salary
- Competitive
- Closing date
- 17 Oct 2019
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Job Details
Receptionist - Holiday Inn - Kensington
Department: Front Office
Reports to: Reception Manager
Job overview
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location.
Duties and responsibilities
- Be the warm welcome that kicks off a memorable guest experience Acknowledge
- Rewards Club members and returning guests, in person or on the phone Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
- Handle cash and credit transactions
- Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes
- Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
- Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
- Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed
- Take pride in your appearance and place as a brand ambassador
- Always know what events and activities are on the day’s schedule
- Jump into other ad-hoc duties when your colleagues need your help
What we need from you
- Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
- Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
- Fluency in the local language - extra language skills would be great, but not essential
- Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers
- Flexibility - night, weekend and holiday shifts are all part of the job
- You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential
- Experience - ideally, you’ll have spent at least one year in a front desk or guest service position
- Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling
Key performance indicators:
- Customer Feedback
- Shift procedures
- 1:1 with Manager
Benefits
- Meals on duty
- Staff uniform
- Monthly performance-based incentives
- Company pension contribution after you passing your probation period
- Recommend a friend fee
- 20 days holiday plus 8 bank holidays
- Training fund assistance of NVQ’s
- Awards and Recognition Programme
- Seasonal annual parties
- Staff rate with IHG hotels globally
Company
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