Senior Receptionist

Albany House is looking for a motivated Senior Receptionist to join our dedicated Front Office team. Ensuring all guests receive a genuine warm, friendly and courteous welcome on arrival and during their stay from all department personnel.

Assist in efficiently and effectively controlling front office departmental operations.
Work with the management team to ensure strong morale amongst the team at all times.

Responsibilities

Welcoming guests to the hotel.
Answering phones, emails and guest enquiries.
Dealing with customers and hotel guests, including handling complaints when they come to the desk and making agreed compensation as and when it is authorized by the Hotel Manager.
Ensure all email queries are followed up and take ownership of chasing any tasks that have been delegated.
Checking guests in and out.
Maintain standards throughout a busy arrival and departure period and ensure a positive guest experience at all times.
Driving sales and maintaining a high level of standards and efficiency at the Front Desk.
Troubleshooting emergencies and taking responsibility for the Hotel Fire Panel if activated on their shift.
Liaising with other departments as well as our sister hotels and the Central Office team members.
Follow up on any emails to the desk and ensure they are passed on to the relevant departments.
Look after, receive or else redirect any deliveries to the front desk.
Ensure that Covid Guidelines are adhered to and correct accordingly to ensure compliance.
Practice strong financial management including correct billing and invoice management.
Flexibility with working hours working 5 over 7 days mainly afternoon Shifts.
Fluent English is essential throughout the front desk team.
Implement the hotel Managements strategies for Guest Review and Email gathering.
Attendance at Front Office meetings as and when necessary.
Ensure defective or faulty equipment is reported and follow up on any maintenance issues to ensure they are rectified in a timely manner.
Any other reasonable duties as and when it is deemed necessary by the Hotel Manager and/or Group Directors.
Experience and skills

· Excellent organisational skills and the ability to oversee & delegate work to others.

A warm, friendly and approachable personality when dealing with fellow staff and guests.

· The ability to work on their own initiative, as well as being capable of working as part of a team.

Fluent English and excellent communication skills
Confident with a pleasant disposition and well-groomed
Ability to work under pressure in a fast-paced environment
Working on rotating shifts, including weekends
Knowledge of Hotsoft PMS an advantage
Minimum two years of previous experience in similar role
Job Type: Full-time
Sector: accommodation and food service activities
Career Level
Experienced [Non-Managerial]