Hotel Reception Team Member - Sunderland, United Kingdom - Hilton Garden Inn Sunderland

Description

Main Responsibilities and Duties:


Previous Hotel Reception Experience - Essential

Operational
1

Welcome and fulfil the check-in process for Guests and group arrivals (OnQ)

2

Complete the check-out process for departing guests using the hotel systems

3

Manage, effectively and efficiently, Guest requests, inquiries, and complaints

4

Maintain current knowledge of hotel products, services, pricing and special promotional offers, as well as daily VIP and special events

5

Maximize sales revenues through up-selling and marketing programs

6

Perform general incoming communication duties, including taking reservations via telephone and electronic registration systems

7

Audit, post and balance daily cashiers' work for outlets

8

Ensure credit card system reconciles to daily transaction list

9

Schedule, assign daily work, inform and train team members

10

Monitor, observe and assist in evaluating team member performance

11

Able to work in all areas of Food and Beverage including Bar, Restaurant, Room Service and Conference and Events including the set up and servicing of these facilities

12

Welcome guests in a polite and friendly manner

13

Take and deliver customer orders, consistently demonstrating high levels of customer service

14

Prepare set ups for tables and/or rooms

15

Follow cash handling procedures

16

Manage guest queries in a timely and efficient manner

17

Up-sell with latest departmental incentives

18

Ensure compliance of brand standards

19

Strive to achieve departmental targets

20

Ensure cleanliness of work areas

21

Comply with hotel security, fire regulations and all health and safety legislation

22

Comply with local licensing laws

23

Be environmentally aware including following all guidance and understanding of the recent Global Pandemic. You must ensure you wear PPE which is provided at all times

24

Assist other departments wherever necessary and maintain good working relationships

25

Work flexible hours in accordance with the departmental rota - due to the nature of our business, work schedules and demands of the position may vary from time to time

26

Completing of floor walks while on shift


Managing Customer Care
1

To promote efficiency, confidence and courtesy within the department

2

To generally promote and ensure good inter-departmental relations

3

Have a detailed and up to date knowledge of all hotel services and functions at all times

4

Ensure guest requests are carried out in a timely, efficient and professional manner

5

Adhere to high standards of personal hygiene and dress according to company dress code, as some guest contact will occur

6

To display a pleasant manner and positive attitude at all times and to promote a good company image to colleagues

7

To promote a professional and progressive relationship with all hotel suppliers ensuring mutual respect is maintained through positive interaction


Standards
1

Follow all policies, procedures and systems for finance procedures ensuring any relevant standards are implemented

2

To continuously review areas of responsibility against standard operation procedures, produce and review resulting action plans

3

To develop and implement action plans to address any shortfall in standards

4

Actively seek ways to improve the operation, agree and implement any resulting factors


Team and Personal Development
1

Work together with the Front of House Team to achieve team goals and increase the productivity of the department

2

Agree goals with Front of House Manager on an annual basis and work to achieve these goals

3

Identify training and development needs which will assist you in achieving your work and personal goals

4

Gather evidence of your work and/or development to show at appraisals and job chats

5

Attend hotel and team meetings when required to do so and put into action the outcomes of these meetings

6

Hand over any relevant information to the necessary departments and co-workers

7

To undertake training requirements for new and existing members of staff and the retraining of existing staff as directed by the Senior Management Team

8

Promote a culture where ideas are welcome and implemented by managers and staff

9

Participate in own continual and professional development


Financial Performance
1

Ensure all finance procedures are in place and relevant people are informed of discrepancies, etc

2

To follow relevant Company control procedures, including Hilton's SOP and LSOP's

3

Ensure correct stock rotation and labelling of all stock/products

4

Upselling is a must at all times

5

Understanding the financial processes including the importance of Audit and control measures


Sales
1

To identify and action any potential sales leads

2

To maximise sales within the hotel


Legal Responsibilities
1

Health and Safety:
work with the Front of House Manager to ensure that all risk assessments are completed in finance office