Receptionist - Bonnyrigg, United Kingdom - Dalhousie Castle

Dalhousie Castle

Verified Company

Bonnyrigg, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Receptionist

Division/Location:
Front Office/ Dalhousie Castle Hotel

Reports to:
Front Office Manager

At 7 Hospitality Management, every member of our team must play their part in delivering exceptional service to our guests, our owners and our colleagues.

As a
Receptionist working for the
7H managed hotels, you will demonstrate a positive can do attitude to drive exceptional standards and guest experience to deliver the hotel's overall objective.

7H have 4 core important values which are central to the success of the hotel;

Ownership| We think and perform like owners

Driven| We have a constant desire for improvement

Transparency| We ensure clarity in communication so that there are no surprises

Investment in our People| We continuously invest in our people to ensure that they are the best that they can be

Core

Responsibilities:

Whenever possible to anticipate guest's needs, to be aware of all written and spoken requests, to carry out these requests in a courteous and helpful manner.
Manage all guest complaints in a professional manner
To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximise hotel sales
To be fully conversant with, and be able to operate the hotels front office systems.
Ensure all messages received for guests are passed on accurately and as quickly as possible.
Ensure a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained.
Operate the hotel switchboard and deal with all internal and external calls, according to procedure.
To display a 'Can-Do' Attitude at all times.
To be fully conversant with all reception procedures of checkin & out following shift checklist guidelines
Ensure cleaning checklists are completed
Prepare and serve drinks to company standards and following Scottish Licencing Law
To complete all statutory training within set timeline
Responsible for maintaining a comfortable atmosphere in the public areas by controlling and monitoring heating, lighting, music/tv
All complaints, comments, special requests and other business are to be recorded in the daily handover log
To ensure all guest lost properties are correctly reported/logged
To ensure that all monies are kept in a safe and secure area adopting the hotels cash handling procedures
To carry out any other ad hoc duties as directed by all management
To deliver a complete and thorough handover for the next colleague on shift

People

To maintain good working relationships with colleagues in the Reception area and other departments of the hotel
To be fully aware of daily activities in the hotel
To be able to take a reservations ensuring that all information is correctly recorded
To take personal responsibility in a guest situation to ensure that it gets resolved efficiently and followup to ensure that the guest leaves feeling satisfied
To attend training when required
To complete all duties on Receptionist checklist.
To constantly improve and develop product knowledge to maximise quality of service
To be able to be crosstrain in other departments to develop individual potential
To comply with time keeping and attendance policies
To comply with the company grooming and uniform standards

Quality

To ensure that guests receive an exceptional level of service and will want to return
To ensure security procedures regarding guest valuables, departmental keys and floats are strictly adhered to at all times.
Public area maintenance.
Preparation of meeting rooms including meeting and greeting of clients, maintenance during the day and clearing after meetings.
To comply with hotel and company operating standards
To be fully conversant with the Hotel policy on:
Fire & Evacuation
Security procedures
Health & safety policy

Profit

To Participate in guest activities that promote the hotel product and its services
To create and take advantage of sales opportunities in order to maximise hotel revenue
To be fully aware of the hotel facilities and promote them whenever possible
To answer telephones promptly and correctly to maximise business and minimise guest frustration
To be consistently aware of the hotel's availability and sell rooms at the best possible rate
To remain focused on sales and standards
To maintain a high level of awareness of local competitors and trends
To participate in responsible business activities

General

Comply with the company codes of conduct at all times
Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals
Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries
Understand your role and respo