Receptionist / Customer Service advisor - Great Missenden, United Kingdom - Missenden Abbey

Description

Job Title: Receptionist/ Customer service advisor

Salary: PS24,960.00

Location: Missenden Abbey

Hours: 40 Flexi Shifts

Responsible to : Front office Manager

Purpose of Job:

To provide the effective management and co-ordination of reception & client liaison services.

Provide and ensure a friendly, efficient and professional customer service to all visitors and employees of the Abbey and consistently exceed their expectations

Respond to all enquiries or pass to the relevant department in a clear, consistent and professional manner at all times

Develop existing processes and procedures, use of all internal systems and equipment to support business objectives. Working closely with all departments of the Abbey to deliver excellent customer service to encourage repeat business.

Account management and the administrative support of the sales office with all conference, events and weddings throughout the company, including show rounds, final details, account management, administration, finance reporting and customer and account support.

Co-ordinate, develop and promote Missenden Abbey brand, services and products at all times.

Special Notes or Conditions:

The working week is any 5 days over 7. Reception is required to be covered from 6.30am 10.30pm.

This list is not exhaustive and will be reviewed periodically when adjustments may be made.

This job is under the new Missenden Abbey Contract along with the new Terms and Conditions

Main Duties and Responsibilities:

Please consider impact on: Customer- People - Partners - Performance (Physical)

Customers

To maintain good liaison and communication between all customers and departments to ensure a seamlessly smooth and efficient operation of the Abbey.

Have the ability to handle all telephone, email and face to face enquiries, quote relevant rates and negotiate terms.

Use the telephone system to receive and answer all calls to agreed service levels.

Ability to constantly prioritise, while delivering best service to all customers and accounts at all times

Work with individual client contacts consistently recommending solutions and pre-empting possible problem scenarios, prior to, during and after their stay.

Follow up with all bookings to ensure that their stay was pleasant and met their expectations. Record this feedback within a customer service feedback on rezlynx or on the account file and monitor to ensure repeat business.

Deal with and manage difficult customers to ensure the best outcome for the university and Missenden are always achieved. Keep record of what has happened and report through to your line manager, ensuring that when need be the situation is passed onto a manager to achieve the acceptable outcome.

Deal with all customer enquiries; provide show rounds for all Missenden Abbey products and up-sell of facilities, services and products with all customers and accounts.

Liaising with the client once the booking has been confirmed by the sales office. Conducting the main two weeks appointment with all bookings prior to the event to finalise all requirements, including menu choices, accommodation names, equipment and transport requirement, and any other specific details. Use this as the opportunity to upsell the Abbey and products and services to hit revenue targets.

Ensure all enquiries are handled, stored and actioned appropriately on a daily basis

Co-ordinate all in house conference and event business on a weekly basis.

Deal with overbooking policy

Ensure all customers and accounts feel special. Take time to spend time with all customers so that their needs are filled and they walk away happy.

Work closely on mentoring all junior staff, including apprentices in your area, ensuring that they are delivering the top class service at all times.

Work with the Front office Manager on implementation of an annual internal promotional plan.

Promote and report all customer feedback through questionnaires, or conversation to the Front office Manager and the Deputy General Manager

People

Establish and maintain effective working relationship with colleagues, managers and all customers at all times

To show top class communication skills, verbal, written and face to face, excelling on a daily basis.

Communicate effectively to ensure all departments, employees and clients interpret and respond clearly and effectively to spoken requests over the phone, radio or in person, and to verbal or written instruction

Attend weekly Operations meetings, and other meeting as and when required and actively participate in these meetings.

Receive, take and pass on messages in absence of colleagues or other departments.

Be a team player, cover shifts when possible, be flexible and a caring helpful member of the team that all departments at the Abbey can rely on and can come to at any time.

Assist teams when they are learning new skills, readily showing and actively imparting your skill set to see and help others develop.

Enjoy working in a successful and established team, bringing new ideas to the team and developing on those ideas. Be a committed 'team player'.

Create an environment of enjoyment where team members and colleagues enjoy the atmosphere of fun that is created and want to come to work and be in a great environment of inclusivity.

Partners

Create and participate in a great customer focused environment to facilitate effective account management with the top clients and all repeat customers at the Abbey.

Work on developing partnerships both internally and externally that benefit both Missenden Abbey and the University.

Work closely with University's central services i.e. HR, Finance, IT and Business Systems to maintain compliance with set policies and future developments

Work closely with BNU to ensure that all bookings are successful and that they are getting the service that they require to continue booking with us in the future.

Performance

To show top class communication skills, verbal, written and face to face, excelling on a

daily basis.

Hit revenue targets in your area for B&B, Client Liaison, Account Management and Up-selling all account management for conference, events and weddings.

Fully understand the guestline / reslynx booking system required daily to ensure the process is smooth flowing.

Manage the finance system in line with your line manager instructions as and when requested, preparing and raising all the invoices and all of the finance backup and information for the Abbey.

Looking ahead in the conference and accommodation diary to ensure that selling space is best optimised and identify days where business levels are low

Use the meetings with key accounts and customers as the opportunity to deal with any concerns of issues before the day, ensuring that all details are recorded accurately and that everyone is aware of what can/cannot be delivered on the day.

Ensure all contracts have been signed prior to the booking commencing and all deposits have been paid and all accounts have been finalised and agreed.

To carry out clerical and administrative duties such as typing, web search, photocopying, research and development.

Processing of customer invoices in an efficient and timely manner as determined by financial regulations and procedures. Prepare the final invoice, reflecting any last minute changes that were made, to ensure cancelations charges are also included.

Issue and control of petty cash floats and claims, as per defined procedures

Manage last minute B&B bookings and function bed bookings, making sure that these are correctly recorded on the system ensuring rates remain competitive.

Monitor the bed availability on daily basis and manage online booking engines.

To ensure that all cash transactions are properly and accurately recorded

Perform End of Day and make sure that the payment transactions are correct and balanced at the end of each day.

To complete reception procedures/handover as required as laid out in the Standard Operating Procedures.

Attend weekly Operations meetings, and other meeting as and when required and actively participate in these meetings.

To ensure that all keys are signed out/in. To report any lost keys

Be a key account manager for accounts set to you by your line manager. You will be responsible for building this account from the current state and increasing the amount that they use the Abbey ensuring their needs are met and in line with the budget requirements.

To be performance managed on success of your Account, Events and Conference management in line with the Budget, up selling and increasing usage of the Abbey at all times.

To complete reception procedures/handover as required as laid out in the Standard Operating Procedures.

Carry out monthly Duty Management shifts along with all the responsibilities and actions required to complete this role in full and in line with the procedures and post.

To maintain a high standard of personal hygiene and appearance at all time, wearing at all times the uniform in the correct fashion

To maintain the reception and immediate area in a clean and professional manner at all times

Manage the balance between customer satisfaction and effective business management, deal with last minute changes and solve problems as they arise in calm manner, while maintaining high attention to detail

Deputise Reception Manager in their absence.

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