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Dunboyne Castle Hotel & Spa
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Due to internal movement of our team, we are currently seeking a passionate and well versed senior receptionist

Purpose of Job:

To consistently apply a professional service to all departments in line with the Standard Operating Procedures of the Front Office Department. To increase customer satisfaction by providing efficient, prompt trouble free and courteous Front Office service connected with arriving, and in-house guests, in line with the hotel’s guidelines. You are expected to ensure that our guest’s comfort, satisfaction and well being is catered for in a friendly, helpful, efficient and personalised manner at all times 

Responsible To:  Front Office Manager, Assistant Front Office Manager, Rooms Division Manager, General Manager

Main Duties:

To promote a helpful and professional image at all time and give full co-operation to any guest requiring assistance, with a prompt caring and helpful attitude.

Check all daily arrivals, groups and VIP’s 

To be aware of all group arrivals, departures, itineraries, name of group, number of rooms & name of group leader 

Understand all arrival information and follow up where necessary any guests requirements and special requests

Be aware at all times of current room status and room availability

Welcome all guests to the hotel in a friendly and professional manner

All guests are registered and credit card details taken in a friendly and efficient manner

Allocate all rooms taking into consideration any special requirements 

Issue room keys correctly and ensure if twin room both guests are given a key

Update all Registration Cards ensuring correct spelling of guests name, address and method of payment

Post all charges to the guests folio where necessary 

Ensure all guests’ requirements are met during their stay including inquires pertaining to hotel services, shopping, dining, entertainment and travel directions 

Make restaurant, transportation or entertainment reservations and arrange for tours in the absence of Guest Services

Anticipate the needs of all guests

 Where necessary you are required to take telephone messages or deliver items to a guests bedroom ensure t that they are correctly delivered and in a timely fashion.

 When you take reservations in the absence of the reservations department, ensure all calls are dealt with in an efficient and courteous manner, request all information needed to make the booking and secure payment details.

Ensure constant level of communication between colleagues in Guest Services, Accommodation, Reservations, Restaurant and all other departments

Be knowledgeable of all hotels facilities, opening times and ongoing promotions within the hotel

Increase hotel revenue by promoting food and beverage within the hotel and using up-selling techniques 

Minimise loss of revenue by adhering to all established credit procedures

Monitor all guests folios with credit limit reports and where necessary take extra pre-authorisation

To ensure all billing details are posted correctly for groups and conferences

To ensure bills are accurate before invoicing, if payment details are unavailable then contact Events & Accounts 

Complete and sign off on all tasks on the AM & PM checklists 

Ensure correct cashing up procedures are adhered to as set out by the Accounts department

Ensure that any discrepancies within your daily float are notified to Accounts and the Front Office Manager

Handle all guest complaints using a pro-active approach and where you feel unable to deal with the situation call a senior member of the team

Report any suspicious behaviour of guests or colleagues to the Manager on Duty

To anticipate department needs in order to enhance the service provided by the Front Office Department.

To give full co-operation to any colleague requiring assistance in a prompt caring and helpful manner and to be flexible in assisting around the hotel in response to business and guests needs.

To maintain regular and effective communication with your colleagues and attend as directed, briefing sessions with the Front Office Team and Senior Managers.

To assist within the training of Junior Receptionists and new team members

To ensure the training manuals are up-to-date in accordance with the training plans for the department

To review and implement new SOP’s in the Front Office SOP Manual

To assist the Reception Manager in completing the weekly roster

To assist the Reception Manager in ensuring all rosters are imputed in TMS and clock cards are updated prior to Tuesday morning for accounts in order to have timely and accurate pay checks

To ensure all team members are filling out their break times in the Break Book

To monitor the grooming standards of the department ensuring the hotel standards are met at all times

General Duties:

To attend any meetings or training sessions/courses as required by Management

To assist fellow employees to perform similar or related jobs as and when necessary

To ensure guest satisfaction by performing such duties as attending to their requests and enquiries courteously and efficiently and accepting changes or additions in work hours which are necessary for the maintenance of uninterrupted service to Hotel Guests and Patrons

To clean and maintain the work area, materials and equivalent, to report defective materials and equipment to superior

To be fully conversant with:

-Hotel Fire, Bomb and Emergency Procedures

-Hotel and Company Security Procedures

-Hotel Health & Safety Policy and Procedures

-Hotel Facilities and Attractions

-Hotel Standards of Operation and Departmental Procedures

-Current Licensing Procedures

-Methods of Payment accepted by the Company

-Short and Long-term Marketing Promotions

To continuously endeavour to improve the knowledge of the job

To undertake any reasonable request made by Management

To be flexible in your role and the hours you work

To continuously build and maintain relationships with colleagues in every department

To promote and sell the hotel products & services and have full knowledge of them

Adherence to all Hotel and where appropriate financial and sales policies

To support and actively promote the Hotel’s core values

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