Job Description

Reporting to the Reception Manager, the role of Reservations/Reception Coordinator will be to manage all incoming reservations and to ensure guests receive a warm welcome upon check-in to company Hotel and Serviced Apartments.

Duties of Role

• Answering telephone and e-mail enquiries and providing quotes for potential guests.
• Processing bookings and payments, using our booking system and channel managers.
• To be fully conversant with the facilities, services and special promotions offered by company and to pass this information on to the guest whenever the possibility arises in order to maximise direct hotel sales.
• Preparing guest arrival documents and key cards.
• Welcoming guests to company Hotel, ensuring a smooth check-in.
• Ensuring photo ID checks are carried out for each lead guest
• Ensuring guests receive exceptional customer service from booking to departure.
• Researching events in and around the city and reporting to Reception Manager.
• Assisting with the Social Media updates
• Following up TripAdvisor reviews.
• Liaising with Hotel Management, Contractors, Suppliers and Guests.
• Ensuring that restricted dates, offer rates and promotions are adhered to on a daily basis.
• Ensuring that hotel security deposit and restricted guest policies are adhered to
• Handling guest complaints or requests to an exceptional standard before passing to the Reception Manager
• Preparing handovers for Housekeeping and Reception Manager and liaising with Housekeeping for updates on apartments and advising them of any special requirements requested, i.e. Late Bookings, Cots and VIP’s.
• Support and embrace the spirit of "Team Work"
• Pre arrival calls and emails with expected additional up selling
• Ensuring the reception area is clean, tidy and welcoming at all times.
• Ensuring the checklists, name lists and handovers are completed for each shift.
• To provide support in the event of the fire evacuation procedure.
• Carrying out any additional tasks instructed by the Management Team

This is a guideline of general tasks within the role and not an exhaustive list.

Skills and Experience Required

• Excellent communication and interpersonal skills.
• Excellent planning and organisational skills.
• Professional and friendly telephone manner.
• Passionate about customer service.
• Ability to use e-mail proficiently and basic Microsoft packages.
• Experience using channel managers, booking systems and the Internet to research.
• Two previous employer references.
• Experience working in a hotel or serviced apartment environment is preferred.

Whilst working at the company and Serviced Apartments, staff and/or contractors are expected to represent the high standards of the Company brand.

All staff are expected to have a positive attitude towards work, be approachable and friendly to guests and colleagues, have a passion for customer service and ensure good communication, team work and attention to detail at all times.

Hours of Work

Must be available to work 40 hours per week, working varying days Monday to Sunday to suit the needs of the business, on a rotatingshift pattern consisting of 7:00am – 3:00pm and 3:00pm – 11:00pm.