Front Office Receptionist

Focus Hotels Management Limited; Bristol; On-site; GBP 20,000 - 25,000; Full time

Job summary

A prominent hotel management company in Bristol is seeking a guest service representative to provide excellent customer service and ensure guest satisfaction. The role involves welcoming guests, operating front office systems, handling cash transactions, and maintaining knowledge of local attractions. Ideal candidates will have prior customer service experience, attention to detail, and strong communication skills. This position offers a chance to work in a dynamic hotel environment with various employee benefits.

Benefits

Discounted or free food

Employee discount

On-site parking

Responsibilities

• Provide all guests with a warm welcome at check-in, issuing keys and explaining hotel facilities.
• Anticipate guest’s needs and carry out requests in a courteous manner.
• Operate the hotel's front office systems effectively.
• Maintain awareness of hotel availability and maximise room sales.
• Handle cash and credit transactions as per hotel policy.
• Answer calls and inquiries efficiently according to company policy.
• Ensure the float is checked and correct.
• Pass on guest messages accurately and promptly following GDPR.
• Have sound knowledge of the local area.
• Ensure all charges are posted correctly to guest bills.
• Complete guest check-outs efficiently, ensuring satisfaction.

Skills

Customer service experience

Attention to detail

IT proficiency

Communication skills

Job description

Who are we

As part of the Hilton Worldwide brand we want to be the first choice for guests and team members alike. By joining the Hilton brand you will gain unparalleled access to an array of rich experiences, knowledge and opportunities that will prove valuable to your personal and professional growth. The DoubleTree by Hilton Bristol City Centre is one of the leading 4* city centre hotels 206 bedrooms and 12 conference rooms.

Role Responsibilities

You’ll provide guests and visitors with a warm welcome and great service. You will be the point of contact for our guests delivering outstanding service and creating wonderful memories. Responsible for delivering consistent high standards of service and ensuring guest satisfaction. You’ll need to be a team player, working efficiently with your colleagues to meet guest’s needs whilst meeting our organisational values.

• Provide all guests with a warm welcome at check in, issuing keys and explaining hotel facilities in a positive and engaging manner. Be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximise hotel sales.
• Whenever possible, anticipate guest’s needs and be aware of all written and spoken requests, carrying out these requests in a courteous and helpful manner.
• To be fully conversant and able to operate the hotels front office systems.
• Be aware of the hotel availability and that every opportunity to maximise room sales is taken.
• Deal with cash and credit transactions in accordance with the hotel and company policy, and to ensure that any discrepancies are reported immediately.
• Answer calls and deal with enquiries efficiently and in line with company policy. Take messages and communicate effectively.
• Ensure the float handed over is checked and correct.
• Ensure all messages received for guests are passed on accurately and as quickly as possible whilst remaining compliant with GDPR procedures.
• Ensure a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained.
• Ensure that all charges are correctly posted to the guests bills following the standard procedures and that all guest accounts are complete and accurate.
• Complete guest check outs efficiently and in line with company procedures. Always ensuring guest satisfaction before departure. Deal with any issues in a positive, appropriate and proactive manner.

Key Requirements

• Customer service experience
• Attention to detail
• IT proficiency
• Communication skills

Benefits

• Discounted or free food
• Employee discount
• On-site parking