Overall Purpose of the Role

Transcription

1 Role Profile Job Title Hotel Receptionist Responsible to Hotel General Manager Location Ricoh Arena Sector Levy Restaurants UK Overall Purpose of the Role We re no ordinary hotel business ours is a design-led, inspirational and multi-faceted product, attractive to a diverse customer base where locals are as valuable as corporate and leisure guests and we strive to consistently deliver more to our guests Your role is to deliver great guest service as the face of De Vere Ricoh Arena when people arrive at the desk in person, or make telephone enquiries. It s vital that they are warmly and efficiently welcomed, as you confidently read and respond appropriately to their individual requirements. Equally, when they check out, we want them to leave happy and satisfied, looking forward to their next visit. You achieve this by getting a real buzz from dealing with every guest as an individual, really focusing on delivering more than they are expecting Responsible for Provide a warm, vibrant welcome to all guests on their arrival. Assist guests in a friendly, courteous and professional manner with registration (ensuring any special requirements are noted) and check out. Take every opportunity to up sell F&B facilities, including meetings and events. Demonstrate full knowledge of the hotel s facilities and specific room types and locations and be able to convey information regarding offers and forthcoming Arena and Casino events. Deal efficiently with all reservation requests, confirmation of bookings and special requests. Have full knowledge of rates and terms of business and take every opportunity to upsell rooms with the aim of achieving maximum occupancy at maximum rate. Deal with complaints politely and positively making every effort to resolve there and then; refer to Reception Manager / General Manager if unable resolve. Knowing your competitors, their selling rates and facilities

2 Key Accountabilities HSE (MAP 1 5) To personally demonstrate that you take responsibility for your own health and safety and that of others To ensure compliance with all Responsible Service of Alcohol processes throughout the venue Report all accidents and near misses to Line Manager or HR team. Ensure attendance for all training sessions. HSE/Food Safety compliance. Ensure all e learning is completed within a timely manner. People To develop a high performing culture by supporting the team, which includes any temporary members of staff you may have dealings with Operate the telephones/switchboard to brand standard ensuring all messages are handled correctly and conveyed swiftly whilst answering the telephone with a smile in your voice Mystery Shopper and client feedback Delivering Sustainable Financial Results (MAP 3) Be aware of and operate hotel cash handling, security and emergency procedures and report any discrepancies immediately to your Line Manager. All encounters are viewed as an opportunity to up sell to or guests. Take every opportunity to become more commercially aware Assist with monitoring guest accounts ensuring that charges posted are correct and that supporting documentation is readily available. Ensure all procedures are followed correctly Targets set by Hotel GM Evidence of increase in up sell Reports viewed on a regular basis

3 Client Relations (MAP 1) To take personal responsibility for correcting customer or client problems Customer feedback Customer satisfaction Customer Satisfaction (MAP 2) Ensuring WOCAAT is at the heart of everything we do Act on feedback and any concerns raised within areas of responsibility and ensure a resolution is achieved to a satisfactory level Customer Feedback Market and Competitor Understanding (MAP 1 & 2) Be aware of our direct competitors, and keep abreast of their offers and rates Review websites such as Trip Advisor in order to understand how we are viewed by customers. Business Excellence (MAP 1 5) To support the management team with other general office duties relating to the successful operation of the catering department in any reasonable way possible Be fully knowledgeable with the in house Opera system and be able to provide a memorable stay for the Customer from booking to departure. Be able to deal with reservation requests, confirmation of bookings and special requests. Be knowledgeable of hotel rates and terms of business. Support all members of the Reception Team to achieve and maintain standards to the highest possible level. Attend briefing and de-briefing sessions whilst on shift. Attend monthly Reception meeting. Carry out administration tasks on a regular Attend team meetings to share and discuss Business Excellence with your team Ensure confidence when using the system if in doubt ask! Working together as a team Ensure handover books are completed and Standard Operating Procedures Manuals are followed. Feedback from team

4 basis including filing etc. Assist with keeping all front of house areas clean and tidy, clearing away any crockery/glassware etc. Checking of 3 rd party booking sites reporting back to your Line Manager risks and opportunities. Data capture and growth of our guest database Data cleanse the system on a regular basis Sales (MAP 2) Drive repeat business through Service Excellence and WOCAAT Increase in repeat business Person Specification (Mixture of Compass and Levy Restaurants Behaviours/Competencies) Collaboration and influencing (proudly building our business together) Develops loyalty to Compass and Levy Restaurants UK Responds to the Rallying Call Forages best practices across the business Loves what they do and it shows Demonstrates contagious enthusiasm that rubs off on others Client and Customer (obsessive about service) Builds genuine partnerships with clients Listens and acts on what customers want Believes in WOCAAT and supports to instil this into their team Change (hunting without being hunted) Helps others move with the times Innovative thinkers Strategic (making the big calls) Does the right thing Deals with underlying issues Not afraid to stand up and be counted Has fire in their belly, not afraid to stay true to what s important. Remains steadfast when the going gets tough Finds new and quicker ways of meeting goals Commercial Results (making money in the right way) Faces up to the facts Knows how to pursue profit with integrity

5 Has an eye on the future Has a remarkable will to win Key Skills and Experience Essential requirements: Nice a positive attitude and friendly approach Recent Reception experience desirable, or experience in customer-facing role Excellent interpersonal skills Excellent administrative and organisational skills A team player with a keen approach to new challenges / learning. Able to communicate clearly, confidently and courteously. Able to use tact and discretion, particularly when dealing with complaints. Standards orientated with a good eye for detail Smart, professional appearance. Sense of fun with a positive outlook, a smiley people person Efficient IT skills (ideally Opera). Key Relationships Hotel General Manager HOD s Bistro Team Guests Wider home team All Casual Staff Clients Tenants I have received a copy of this job description and agree to adhere to it at all times. I understand amendments may be made and I will receive them in writing, although ad hoc tasks maybe added on a daily basis. Name:- Date:- Signature:-