Receptionist - London

Hotel Receptionist - Kensington, London

We are looking for a talented and experienced individual to join our Front Office team in the capacity of a Receptionist.

If you feel you have what it takes to be a part of our unique team, have a passion for going that extra mile and have exceptional experience, then we want to hear from you!

Role Overview: 

Your role as Hotel Receptionist will be to provide a friendly & personalised service through a positive and professional attitude, manner, and presentation that projects a favourable image of The Ampersand Hotel. 

Main Responsibilities:

• Keep abreast of all product knowledge, ranging from daily events, services and facilities available, and marketing and promotional activities.
• Project a favourable image of the hotel, through a positive and professional attitude, manner, and presentation providing guests with a 5 star service, including using their name where possible, and acknowledging guests with eye contact as they approach the desk.
• Maintains a positive relationship with guests and colleagues by meeting and exceeding their expectations
• Answer all incoming calls within three rings, using the Hotel greeting standards.
• Respond to queries received by any form of media within a 24 hour time frame, or pass them onto the appropriate personnel.
• Assist guests with general enquiries, providing accurate and detailed information
• To competently use workplace equipment and computers, with no mishandling or misuse of the hotel computer system
• Ensuring that all equipment is maintained, and reporting any faults or maintenance problems to your supervisor.
• Ensure your workspace is tidy and equipped with all supplies required to complete a shift.
• Prepare for Guest arrivals in accordance with Hotel procedures, including special request reservations and VIP Guests.
• To provide a professional and timely check in /check out service for all hotel Guests which adheres to the Hotel’s policies and procedures
• To ensure that security protocol is adhered to regarding Guest ID and issuing of keys
• Maintain the Guest profiles in Opera using information gathered upon check in
• To ensure that Guest details are kept confidential and not distributed to any unauthorized personnel.
• Inform guests of all facilities and services available within the hotel
• Has thorough knowledge of the main city attractions, historical places and activities.
• Gives guidelines to the guests about restaurants in the hotel or in the city and makes reservations.
• Makes city tour, sightseeing and private transportation arrangements.
• Makes flight arrangements and ticket confirmations.
• Checks the programs of movies, theatres and musicals. Makes reservations upon guest request.
• Checks current exhibitions, festivals, cultural events or meetings taking place in the city to give information to the guests.
• Contacts daily with airport weather forecast centre to give information to the guests.
• To deal with Guest accounts, including payments, deposits, exchanges, adjustments and disputed charges according to hotel procedures.
• Maintain and balance a cash float according to Company procedures.
• Perform other ad hoc duties

Personal/professional specification:

• Previous experience in a similar role gained in a 4/5* environment is essential
• Contagious personality, energetic & enthusiastic
• Professional & customer focused
• Excellent communication skills (verbal & written)
• Able to work within a team and on own initiative
• Takes ownership for his/her work
• An eye for detail

In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK.

About Us

With some of the most stylish hotel rooms in Kensington, The Ampersand is a privately-owned luxury London hotel that combines contemporary excellence in design, service, food and technology in an 1888 building at the capital's heart.

We have been inspired by those great Victorian values of discovery and wonder - and given them a modern, whimsical twist.

The result: a cosmopolitan, 111-room luxury boutique hotel, bar, restaurant and drawing rooms, delivering 21st-century warmth, humour and total comfort.

The Ampersand Hotel is situated just a minute's walk from South Kensington tube station, and is well connected to Heathrow airport.

• Winner of the Best Medium Independent Hotel Employer in Hospitality 2013 in England & Wales
• Placed 9th in the Top 50 Employers 2013 in Hospitality in England & Wales