Senior Receptionist

JOB DESCRIPTION 

Job Title:                                Senior Receptionist 

Responsible to:                         Management / Directors

Main Purpose:                          Cash handling, balancing, reconciliations, and reservations.  To ensure the comfort and satisfaction of all guests and customers.  

Main tasks and duties 

·       Welcome guests warmly and professionally, creating a positive first impression; 

·       Manage guest check-ins, check-outs, room allocations and reservations; 

·       Respond to telephone calls, emails and guest enquiries promptly; 

·       Provide accurate information about hotel facilities, services, local attractions and transport; 

·       Handle guest complaints and concerns professionally, ensuring timely and satisfactory resolutions; 

·       Support the Front Office Manager in supervising and coordinating the reception team; 

·       Assist with training and mentoring new receptionists; 

·       Maintain accurate guest records, bookings and registration details; 

·       Liaise with housekeeping to ensure rooms are ready for arriving guests; 

·       Communicate with maintenance regarding room faults and guest requests; 

·       Coordinate with food and beverage and other departments to ensure excellent guest experiences; 

·       Monitor arrivals, departures, VIP guests and special occasions; 

·       Assist with shift handovers and maintain effective communication between departments; 

·       Process guest payments, deposits, refunds and invoices accurately; 

·       Follow hotel policies for billing discrepancies, payment security and financial controls; 

·       Operate the reception computer and balance the cash till at the end of every shift; 

·       Maintain all reception records and ledgers as directed by management; 

·       Process all outgoing mail; 

·       Provide the relevant departments with daily information, i.e. bookings, resident count or any relevant changes or amendments; 

·       To ensure all opening procedures and security are adhered to for the protection of staff, property and customers as a whole; 

·       Greet staff in a friendly and approachable manner; 

·       Ensure the reception area/lobby remains clean and presentable; 

·       Maintain a high standard of personal hygiene and appearance; 

·       Ensure effective communication with management and peers; 

·       Attend training courses as and when necessary; 

·       Check and accept deliveries of goods and equipment as necessary; 

·       Maintain and adhere to the company’s health and safety policies; 

·       Ensure that due care is taken for the health and safety of yourself, other employees, residents, members and any other persons on the premises; 

·       Report and, where appropriate, take action on any incident, fire, loss or damage; 

·       Report all maintenance issues and take appropriate action; 

·       Any other duties and responsibilities as requested by the management.