Reception Team Member

Job description

Key tasks

You, the potential candidate, will ensure that all operational aspects of a customers stay runs smoothly with your involvement from the customer's arrival at the hotel, through to their paying and check-out. You will contribute to guest satisfaction at all times by providing high quality service throughout your shift. You will help meet the departments quantitative and qualitative targets and implementation of brand alongside assisting with the day to day running of the leisure club.
Daily duties include: - Check-in/Check-out of customers - Answering the telephone and taking reservations - Cash handling and billing - Keeping the accounts - Maintaining a clean and functional leisure facility with regular checks

Main Responsibilities

Customer relations
Welcomes hotel/leisure members as soon as they arrive with due care and attention.
Helps encourage customer loyalty by developing friendly, personalised relationships.
Anticipates guests' needs and takes them into consideration.
Keeps leisure club clean through regular checks
Performs water quality tests at regular intervals
Handles any guest complaints and/or remarks; provides a response as soon as possible.
Conveys the hotel image.
Helps bring certain brand concepts to life on a day-to-day basis.
Assisting and responsible for Leisure Club daily tasks completion

Professional techniques / Production
Carries out all operations concerning guest arrival and departure in compliance with internal procedures.
Informs guests about the formalities, any special conditions relating to their stay and the services available.
Good communication skills between departments.
Handles phone calls.
Applies the procedures of internal audit.
Ensures that all guest documentation is up-to-date and available.
Handle reservations.
Completes pool responder and pool plant room courses to aid on the day to day running of the leisure club.
Covering Night Shifts.

Commercial / Sales
Promotes the hotel's range of services in order to increase sales.
Applies and actively supports the hotel's pricing policy in order to increase REVPAR.
Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs.
Encourages synergy within the marketplace by applying the inter-hotel coordination policy.
Promotes sales of leisure club memberships and completes new membership registrations.

Management and administration
Respects the procedures governing invoicing and cash operation.
Manages the cash under his/her responsibility.
May be asked to prepare and send reminder invoices to debtors.

Benefits
28 days holidays increasing to 33 after 5 years service (inc BH)
Training will be supplied for all aspects of the job (inc software packages such as FOLS, Premier Spa, water sampling, etc)
Enrollment into annual NVQ certificates to support learning and career prospects (inc. Personal Training, Lv3 Hospitality Management and more)
Carte Bienvenue which entitles you to discounts in other services outside of Accor