Receptionist - London

Guest Service Officer / Receptionist​ - Aerotel Heathrow

REPORTS TO: Front Office Supervisor

Guest Service Officer/ Receptionist is to provide an outstanding welcome and farewell to our guests- You are the first and last person they likely to see, and provide exceptional customer service throughout their stay with us at the hotel, as well as administrative duties which include: Telephone enquiries, Reservations, Guest Arrival Reports, preparing bills, take payments, conduct end of shift / day banking.

We are now seeking a friendly, personable, customer focussed Hotel Guest Service Officer/Receptionist to join our team!

ESSENTIAL FUNCTIONS:

1. Deal with all enquiries and room reservations made on the telephone, online or by email
2. Welcome guests on arrival check-in and giving a fond farewell to guests while check-out (using in-house software)
3. Ensure that all check-ins and check-outs are handled smoothly without unnecessary delay or discomfort to any guest
4. Give proper and complete handover to the next shift
5. Should be able to handle all guests without bias or prejudice
6. Issue key cards to guests and provide clear directions
7. Keep detailed information and accurate records of guests arriving and leaving the hotel and room requirements
8. Have up to date information on daily room occupancy and allocate rooms to all arriving guests
9. Co-ordinate and communicate with housekeeping, maintenance, and our library lounge
10. Co-ordinating and multi-tasking job duties in a busy environment
11. Follow the house rules and policies laid down by the management
12. Provide guests with information about local attractions and places of interest
13. Be as flexible and provide services like ordering newspapers or taxis, and taking messages
14. Operate the hotel switchboard, directing incoming calls and helping guests to make external calls
15. Maintain up-to-date information on room rates, current promotions, offers and packages on the online system to maximise occupancy (Training will be provided).
16. Prepare a customer's account when they leave the hotel by putting together the cost of additional items such as drinks, telephone calls and newspapers, and include them in the final invoice
17. Take payments from the customer in cash, or by credit/debit card.
18. Entertain guess queries or complaints in an efficient and timely manner - not all of which will be easy to deal with
19. Maintain all guests’ folios in the manner instructed and type out necessary guests likes and dislikes to the appropriate fields on the profile and collect guests’ feedback during guests’ departure with his likes and dislikes
20. In the event of an emergency, receptionist is responsible for helping people to evacuate the building, calling the emergency services, and checking that all guests are accounted for at the assembly point
21. Adhere to strict staff grooming and hygiene standards
22. Maintaining a high level of hotel and product knowledge at all times

OTHER FUNCTIONS:

• Maintain effective communication with all colleagues and provide recognition to others. 
• Ensure a healthy and safe work environment for co-workers.
• Listen to comments, criticisms, and feedback from guests, employees and managers to gain an understanding of strength and opportunity to improve personal or brand performance.
• Always smile and offer a warm greeting to all.
• Present a professional image to colleagues and clients of the hotel.
• Know, understand, and practice the mission, values, mottos, culture of Plaza Premium Group.
• Operate ethically to protect the image of Plaza Premium Group.
• Perform duties in accordance with company standards, policies, and guidelines, Federal and State Regulations.

QUALIFICATIONS AND EXPERIENCE:

• High School diploma, general education degree or international equivalent required.
• Proficient in English
• An operational knowledge and Microsoft Office suite (Word, Excel, PowerPoint)
• Ability to assess the hotel’s priorities and needs and to formulate strategic steps of action.
• Strong interpersonal skills in communicating with people from different backgrounds and at all levels, both internally and externally
• Team player yet able to work independently 


LANGUAGE SKILLS:

• Comprehend and use basic language, either written or spoken, to communicate information and ideas.
• Ability to read, comprehend, and write simple instructions, short correspondence and memos.
• Multiple language abilities preferred, fluency in English required.

PHYSICAL:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms and requires the ability to occasionally lift office products and supplies up to 20 pounds.
• Ability to move throughout the hotels, airports and public areas (standing, walking, running, kneeling, bending) for extended periods.

POSITION TYPE AND EXPECTED HOURS OF WORK:

This is a full-time position, based on overnight, shifts work and will require working Saturday, Sundays and Public Holidays according to timeline schedules.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.