Hotel Receptionist

All applicants must be able to provide evidence of their Right to Work in the UK.

Must have valid UK Driving Licence and vehicle to commute due to hours and location

Shift Pattern - 06.45am -14.45pm or 14.30pm until 10.30pm

Employee Benefits - What we offer you

We value the commitment and loyalty of our colleagues and are delighted to offer a range of benefits to show our ongoing appreciation, benefits include:

• Pay increase following successful probationary period
• Meals on Duty
• 30 Minute Paid Breaks
• 28 days annual leave (including Bank Holidays), increasing with service - we value and celebrate long service.
• NEST pension scheme for all eligible employees.
• FREE Hospitality Action Employee Assistance Programme for all employees providing a range of specialist support services.
• Ongoing development, training and opportunities to progress.
• Gratuities and service charge paid on a monthly basis (up to £2,500.00 per annum)
• Regular rewards and recognition with monthly, annual and long service awards.
• Preferential membership fees for our award-winning Nàdarra Spa.
• 20% discount for Spa Treatments (on the same day), 10% discount on Gift Shop & Spa Retail (excluding sale items), Food & Beverage and Hotel Celebrations (excluding weddings), as well as £75.00 Bedroom Rate (room only) for you or your family to enjoy.
• Uniform provided for guest-facing roles.
• FREE on-site parking.

Role Overview

The main aim of this role is to provide a warm and welcoming experience to customers arriving at the hotel, through-out their stay, until check-out. Enhancing the customer experience by supporting the Guest Services Manager at all times with ideas about how to continuously improve the service we deliver. Key to the role is communicating all amendments to the operations team in a timely and clear manner.

The role holder will also further enhance the guest stay by promoting the estate activities and spa treatments and driving bounce-back offers and encouraging guest feedback.

Reporting to: Guest Services Manager and Guest Services Supervisor

Salary: £11.45 per hour (plus tips)

Main Responsibilities

• To be confident and take pride in ensuring the well-being, satisfaction and comfort of all guests within the limits of the Department and to establish a highly personalised style of service and attention to guests in keeping with the atmosphere of a family run Hotel
• To establish a courteous, helpful and friendly attitude to all guests at all times and to be confident to use guest names at every available opportunity.
• To take pride in maintaining a high standard in personal appearance and demeanor.
• To have a good working knowledge of all departments of the Hotel, Spa & Estate
• To be confident in the full understanding of all equipment within the Front Office including Guestline and Premier Systems, Word, Excel and Email.
• To be familiar with all reservation tasks in order to cover this role if required, understanding teamwork and flexibility.
• To be the point of contact for all VIP guests, showing passion and pride ensuring all return guests and return complaints are handled effectively and in a correct and sensitive manner
• To be efficient and well-informed in taking restaurant reservations, in the absence of the Restaurant Manager – availability, prices and any restrictions.
• To take pride in being well-informed of the ‘market; - all aspects of accommodation as well as traditional sales areas in F & B and other hotel services.
• Fully understand all of the Hotel facilities and Estate activities, hours of activity and pricing to provide customers with information on the whole Coniston experience
• Maximise sales of the Hotel’s facilities and Estate activities when checking guests in
• To record all relevant comments of appreciation, suggestions and maintenance points in order to initiate follow up using your integrity.
• To know and understand the current policies and procedures of the Hotel and Spa.
• To take ownership and be responsible for monies in your care as per cashiering shift and in the Main Safe and be aware of security issues.
• To ensure correct hand-over procedure of day’s business with regard to cover and cashiering.
• To be aware of the problems arising with reference to queries on accounts and restaurant bills. To be confident with how to rectify these and explain fully, adjusting if necessary, using your intuition and integrity.
• To be aware of complaints/problems and bring them to the attention of the Guest Services Manager, Duty Manager and to offer assistance using your integrity.
• To be fully aware of the Hotel’s Fire Safety procedures and Health & Safety

Person Specification

Essential

• You genuinely care about the Coniston guest and seek to exceed their expectations
• Experience of working in a fast paced and system driven environment.
• Confident and eloquent when speaking on calls
• Have excellent numeral and written skills
• Have excellent organizational skills
• Passionate about customer service
• Enthusiastic and positive outlook
• Flexible approach to working hours as business needs dictate
• The ability to respond quickly and positively to a range of work situations
• A good level of computer literacy (outlook, word, PowerPoint and excel)
• At all times portray a professional image by wearing the uniform provided

Desirable

• Displays a solution based approach to any situation
• Previous experience in working in hospitality
• Has a can-do, will-do attitude

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