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Receptionist

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Job ID:

40491

Location:

Stirlingshire 

Salary:

per year
col-narrow-right 

Job Views:

16

Posted:

16/05/2018
col-wide 

Job Description:

Receptionist

First impressions last. Either on the phone or face-to-face our guests can decide in a moment how their stay might pan out. It's not about keeping up appearances - although a smart presentation is vitally important: an able Receptionist has a real love for meeting people, a genuine smile and engaging tone. Multi-tasking and remaining calm under pressure is all in a day's work for you. In fact, you'll take finding solutions to all types of guests' requests in your stride. This is such a rewarding role.

MAIN PURPOSE OF JOB:

Consistent delivery of high standards of customer service. Promotes a professional and positive image to guests.

GENERIC KEY ACCOUNTABILITIES:

People

• To take pride in everything I do.
• To consistently deliver outstanding hospitality.
• To anticipate and react to the needs of our guests.
• To be an ambassador for the MacDonald Brand.
• To take ownership for my personal development and performance.
• To contribute to the overall effectiveness and performance of my team.

Product

• To consistently deliver MacDonald core standards which are relevant to my role.
• To maintain a safe and clean environment.
• To take responsibility for understanding our products and services.
• To proactively look for ways to improve or enhance the guest experience.
• To use feedback to improve my personal performance whilst activity encouraging feedback from others.
• To give my full to support to company initiatives.

Process

• To complete and act upon training (including statutory) in line with company policy and procedures.
• To follow all processes assigned to my role ensuring full compliance.
• To identify any barriers or challenges which may prevent me from delivering on agreed processes.
• To take responsibility for keeping up to date with any changes in my department.

Profit

• To have an awareness and understanding of operational costs related to the performance of my job role.
• To look for ways to protect the profit of the organisation without compromising the guest experience.
• Be aware of department objectives and ensure all sales opportunities are exploited (OWS).
• To promote the products and services to our guest at every opportunity.
• Spot and act on every opportunity for sales.
• To act upon any reasonable instructions from management as pertains to my job responsibilities.

JOB SPECIFIC ACCOUNTABILITIES:

Customer Service

• To ensure core and departmental standards are adhered to at all times.
• To exceed customer expectations (Wow Factor).
• To give the hotel a lasting first and last impression.
• To ensure consistent, efficient and friendly service is given throughout a guests stay.
• Service maintained when front office systems go down.
• Ensure that the desk is manned at all times.
• Has a basic understanding of local attractions.

Communication

• To perform a thorough handover at the end of each shift.
• To feedback positive and negative comments from guests to relevant departments.
• To ensure any communication for a guest gets to them promptly.
• To ensure calls are transferred to the relevant departments quickly and efficiently.
• To ensure messages and bookings are taken and delivered promptly to other departments within the hotel.
• To handle guest problems and queries in a professional manner.

Sales

• To maximise every opportunity to capture revenue.
• To be fully aware of how to make a reservation.
• To know how to handle an ' out of hours' conference or wedding enquiry professionally.
• Ensures to upsell at all relevant opportunities, to enhance to guest stay and the benefit of the hotel.
• To proactively listen for sales leads and pass to the relevant department.

Systems

• To have an excellent understanding of the hotel Front Office System.
• To have a basic knowledge of Word, Excel and Outlook and know how to locate various documents.
• To understand the switchboard and telephone systems.
• To know how to access the relevant helpdesks if any systems go down.
• Carry out departmental check list in accordance with departmental procedures.
• To have a basic understanding of the back-up system.
• To have a clear understanding for all systems that interlink with reception - such as interfaces, servers, printers, POS systems, minibar, vincards, servebase.
• Complete the Centre of excellence training programme in line with system skills.

Security

• To ensure that cash and key handling procedures are being carried out in accordance with departmental standards.
• In compliance with the data protection act, keep all guest information private.
• To ensure hotel procedures are followed with regards to guest property.

Health & Safety

• To be aware of specific departmental Health & Safety regulations.
• Carry out risk assessments within the department with the department manager.
• Manage any Health & Safety issues and report to the necessary person.
• To have a full understanding of the emergency procedures.

KEY MEASURES:

• Mystery Guest Reports
• Test Call Results (Both formal and performed by reception manager)
• Guest Feedback Forms
• Talkback Surveys
• AA scores
• System Audits

Company Info
Macdonald Hotels

Company Profile



Company Info

Macdonald Hotels

Phone:
Web Site:

Receptionist

col-narrow-left 

Job ID:

40491

Location:

Stirlingshire 

Salary:

per year
col-narrow-right 

Job Views:

16

Posted:

16/05/2018
col-wide 

Job Description:

Receptionist

First impressions last. Either on the phone or face-to-face our guests can decide in a moment how their stay might pan out. It's not about keeping up appearances - although a smart presentation is vitally important: an able Receptionist has a real love for meeting people, a genuine smile and engaging tone. Multi-tasking and remaining calm under pressure is all in a day's work for you. In fact, you'll take finding solutions to all types of guests' requests in your stride. This is such a rewarding role.

MAIN PURPOSE OF JOB:

Consistent delivery of high standards of customer service. Promotes a professional and positive image to guests.

GENERIC KEY ACCOUNTABILITIES:

People

• To take pride in everything I do.
• To consistently deliver outstanding hospitality.
• To anticipate and react to the needs of our guests.
• To be an ambassador for the MacDonald Brand.
• To take ownership for my personal development and performance.
• To contribute to the overall effectiveness and performance of my team.

Product

• To consistently deliver MacDonald core standards which are relevant to my role.
• To maintain a safe and clean environment.
• To take responsibility for understanding our products and services.
• To proactively look for ways to improve or enhance the guest experience.
• To use feedback to improve my personal performance whilst activity encouraging feedback from others.
• To give my full to support to company initiatives.

Process

• To complete and act upon training (including statutory) in line with company policy and procedures.
• To follow all processes assigned to my role ensuring full compliance.
• To identify any barriers or challenges which may prevent me from delivering on agreed processes.
• To take responsibility for keeping up to date with any changes in my department.

Profit

• To have an awareness and understanding of operational costs related to the performance of my job role.
• To look for ways to protect the profit of the organisation without compromising the guest experience.
• Be aware of department objectives and ensure all sales opportunities are exploited (OWS).
• To promote the products and services to our guest at every opportunity.
• Spot and act on every opportunity for sales.
• To act upon any reasonable instructions from management as pertains to my job responsibilities.

JOB SPECIFIC ACCOUNTABILITIES:

Customer Service

• To ensure core and departmental standards are adhered to at all times.
• To exceed customer expectations (Wow Factor).
• To give the hotel a lasting first and last impression.
• To ensure consistent, efficient and friendly service is given throughout a guests stay.
• Service maintained when front office systems go down.
• Ensure that the desk is manned at all times.
• Has a basic understanding of local attractions.

Communication

• To perform a thorough handover at the end of each shift.
• To feedback positive and negative comments from guests to relevant departments.
• To ensure any communication for a guest gets to them promptly.
• To ensure calls are transferred to the relevant departments quickly and efficiently.
• To ensure messages and bookings are taken and delivered promptly to other departments within the hotel.
• To handle guest problems and queries in a professional manner.

Sales

• To maximise every opportunity to capture revenue.
• To be fully aware of how to make a reservation.
• To know how to handle an ' out of hours' conference or wedding enquiry professionally.
• Ensures to upsell at all relevant opportunities, to enhance to guest stay and the benefit of the hotel.
• To proactively listen for sales leads and pass to the relevant department.

Systems

• To have an excellent understanding of the hotel Front Office System.
• To have a basic knowledge of Word, Excel and Outlook and know how to locate various documents.
• To understand the switchboard and telephone systems.
• To know how to access the relevant helpdesks if any systems go down.
• Carry out departmental check list in accordance with departmental procedures.
• To have a basic understanding of the back-up system.
• To have a clear understanding for all systems that interlink with reception - such as interfaces, servers, printers, POS systems, minibar, vincards, servebase.
• Complete the Centre of excellence training programme in line with system skills.

Security

• To ensure that cash and key handling procedures are being carried out in accordance with departmental standards.
• In compliance with the data protection act, keep all guest information private.
• To ensure hotel procedures are followed with regards to guest property.

Health & Safety

• To be aware of specific departmental Health & Safety regulations.
• Carry out risk assessments within the department with the department manager.
• Manage any Health & Safety issues and report to the necessary person.
• To have a full understanding of the emergency procedures.

KEY MEASURES:

• Mystery Guest Reports
• Test Call Results (Both formal and performed by reception manager)
• Guest Feedback Forms
• Talkback Surveys
• AA scores
• System Audits