Head Receptionist

Company description

Elephant Rock Hotel is a boutique hotel situated in Portrush, County Antrim. The hotel boasts 18 en-suite bedrooms, along with a restaurant and cocktail bar.

Job description

About the role:

Elephant Rock Hotel is the newest addition to the developing seaside town of Portrush. With stunning sea views and immaculate interior design, Elephant Rock is an opportunity for an enthusiastic individual to lead and demonstrate their customer service skills while hosting guests within the 18 bedroom boutique style hotel.

The reception team is a central hub for the hotel, managing incoming and outgoing calls and reservations. Assisting guests with check in and check out, a knowledge of the local area is also important. We are looking for a person to lead this team with dedication to customer service excellent and a positive attitude. We encourage everyone to bring their own personality and passion to work every day. You will be encouraged to improve and maximise your potential and we will support you along the way.

Job Description:

As a Head Receptionist you’ll ensure the smooth running of the front desk, greeting and dealing with all of our guests with the highest standard of courteous customer service, while supervising the rest of the team and ensuring standards are set and met.

Job Description

• Ensure your front office team delivers a great service, professional attention and personal recognition.
• Ensure guests are greeted at arrival and departure, taking time to engage. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
• Perform reception shifts as the business requires with allocated office time
• Build a good rapport with guests during their stay, pre-empting their needs and actively trying to provide exceptional experiences
• Handle switchboard calls and assist with reservations calls and emails
• Deal with guest queries and requests to maximise guest satisfaction
• Ensure effective communication within the team and with housekeeping for arrival and departure rooms
• Be aware of all events taking place in the hotel in order to advise guests
• Be a representative for the hotel and perform Duty Management shifts if required
• Create rotas for the front desk and night porters
• Control third party channels and their incoming bookings
• Create packages for accommodation
• Recruitment and training of new staff
• Help prepare annual department operationing budget and financial plans. Monitor budget and control labour costs and expenses with a focus on rate strategy.
• Help develop plans to increase occupancy and ADR with a focus on upselling at the front desk

Essentials

· A strong level of written and spoken English is essential

• Previous experience is preferred
• Comfortable with use of computer systems
• Problem solving
• A good multi-tasker and team player
• A positive and friendly attitude
• Ability to work well under pressure in a fast-paced environment
• Experience using Hotsoft and Net Affinity desirable

Job Types: Full-time, Permanent

Salary: £12.50 per hour

Benefits:

• Discounted or free food

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Weekend availability

Experience:

• Hotel Reception: 1 year (preferred)

Work Location: One location