To deliver friendly, efficient customer service and to create a warm and welcoming atmosphere for all of our guests. To supervise, train and motivate others, with the key aim of retaining and attracting new customers.

• Deliver excellent customer service, at all times, ensuring guests’ comfort and safety

• Deal with all enquires in a professional and courteous manner, in person, on the telephone or via e-mail

• Assist in keeping the hotel clean and tidy, at all times

• Deal with customer complaints in a professional manner

• Keep up to date with current promotions and hotel pricing, to provide information to guests, on request, while maximising bedroom sales opportunities

• Manage and maintain the administration of all reservations, cancellations and no-shows, in line with company policy

• Propose and implement effective marketing strategies to maximise room occupancy levels

• Complete all daily administration tasks as required

• Ensure that all bedrooms/conference rooms and areas under your responsibility are checked thoroughly at the end of every shift, confirming that they meet our standards

• Maintain the correct handling of all soiled linen and ensure that every bedroom has the correct bedding and relevant number of towels

• Report any faults or damage in any of the bedrooms (or hotel facilities) immediately to hotel manager

• Monitor and oversee maintenance issues relevant to your area and liaise with third-party contractors as required

• Complete regular checks on portable electrical appliances

• Be accountable for all relevant product delivery and stock management (mainly, laundry, cleaning materials and bedroom supplies), including setting stock levels, checking, counting, storage, reconciliation and loss investigation

• Manage and maintain effective and efficient use of all reception equipment and hotel systems, in line with company policy

• Control and manage all new credit application accounts, sales ledger management and payment administration

• Provide reports, as required, for hotel management

• Maintain effective communication, at all times, among the team, hotel manager and night manager

• Complete rotas for your team weekly; manage and maintain correct staffing levels in line with targets and business levels

• Ensure that all members of the team sign in/out on the time sheets at reception and manage absence and lateness, in line with company policy

• Complete all required health and safety/fire checks on time

• Be responsible for evacuation, in cases of emergency, acting as first point of contact for the team, guests and the emergency services

• Report any security issues to the hotel manager immediately

• Take responsibility for extra management tasks, as required, in the hotel manager’s absence

• Maintain personal knowledge by completing in-house training and workbooks

• Always adhere to all company policies and procedures and licensing laws

• Be involved and contribute at team meetings

• Carry out instructions given by the management team and head office Job Description