Receptionist

Who are we

The Swan’s Nest Hotel is a 17th century building offering 79 rooms, located 5 minute walk from the historic heart of Stratford-upon-Avon.

Role Responsibilities

-

Guest Check-In and Check-Out

Greet guests upon their arrival, process check-ins and check-outs efficiently, and ensure accurate documentation of guest information and payments.

-

Reservation Management

Handle guest inquiries and make room reservations over the phone, through email, or in person. Update and maintain the reservation system, ensuring accuracy and timely communication.

-

Front Desk Operations

Manage the front desk area, including answering telephone calls, responding to guest inquiries, and providing information about hotel facilities, services, and local attractions.

-

Guest Services and Assistance

Provide exceptional customer service by addressing guest needs and requests promptly and courteously. Assist with luggage handling, arrange transportation, and provide directions or recommendations as needed.

-

Billing and Payments

Process guest payments, handle cash transactions, and generate accurate bills and receipts. Ensure compliance with hotel policies and procedures related to billing and payments.

-

Communication and Coordination

Maintain effective communication with other hotel departments to ensure smooth operations and guest satisfaction. Relay messages, coordinate guest requests, and provide assistance as required.

-

Complaint Handling

Address guest complaints or concerns professionally and promptly, aiming to resolve issues and ensure guest satisfaction. Escalate unresolved matters to appropriate supervisors or managers when necessary.

-

Safety and Security

Follow established procedures to ensure the safety and security of guests and the property. Monitor and report any suspicious activities or incidents to relevant personnel.

-

Administrative Tasks

Perform various administrative duties, such as filing, record-keeping, and managing guest correspondence. Maintain cleanliness and organization at the front desk area.

-

Knowledge of Hotel Services

Stay informed about the hotel's services, amenities, and promotions to provide accurate and up-to-date information to guests.

-

Multitasking and Time Management

Handle multiple tasks simultaneously, prioritize effectively, and manage time efficiently in a fast-paced environment.

-

Technology Proficiency

Utilize hotel property management systems, reservation systems, and other software applications to perform tasks, manage guest information, and generate reports.

Key Requirements

• Communication Skills
• Teamwork
• Professionalism
• Attention to detail
• Customer Service
• IT Proficiency

Benefits

• Competitive salary
• Excellent on-going support, training and development
• 28 days holiday pro-rata including Bank Holidays per annum
• Stakeholder Pension entitlement
• Discounted hotel room rates for you, your friends and family
• On-going incentives and rewards
• Meals on duty