Receptionist (Night Shift)

Job Description

Job Description

Company Introduction

Our client operates high quality hotel and hospitality establishments

Job Responsibilities and Duties

• Be responsible for the front office and its duties during the night shift;
• Provide an excellent quality service to guests as their first point of contact;
• Know the hospitality industry standards and put them into practice to actively pursue the hotel’s objectives;
• Input direct reservations into the PMS;
• Communicate useful information to guests prior to their arrival to facilitate an enriched experience and trouble-free stay;
• Plan room closures with housekeeping and maintenance for general cleaning and maintenance to ensure guests always arrive to a well cleaned and fully-functional room;
• Assist with check-ins & check-outs, rooms changes and other concierge duties that may be required from time to time;
• Greet every guest in a pleasant way and with a smile;
• Respond to guest requests, delegate accordingly and follow-up on pending tasks;
• Take necessary measures to pre-empt guest dissatisfaction;
• Collect guest information for safe storage according to GDPR policies; 
• Maintain a register of guest requests and complaints;
• Follow SOPs to ensure that issues are handled in an appropriate manner and a resolution is found as quickly as possible;
• Coordinate and book airport transfers and taxi services;
• Maintain a clean and tidy reception area at all times;
• Check that all guest bills are settled on departure in accordance with the hotels' payment terms;
• Keep a cash float with the required dominations for the hotel in a secure way;
• Maintain records of commissions payable and receivable;
• Deal with any negative feedback promptly and effectively;
• Seek opportunities to wow guests and exceed their expectations – creating lasting memories.

Personal Skills

• Be fluent in English;
• Knowledge of other languages considered as an asset;
• Be computer literate;
• Have experience working on a hotel system; 
• Have previous working experience in Front of House operations;
• Able to work on ones own initiative and take decisions when not supervised;
• Willing to work night shifts including weekends;
• Be self-confident and very well organised;
• Portray an image of efficiency;
• Have excellent people skills;
• Maintain a cool-head when faced with disgruntled guests.