POSITION TITLE: Guest Service Officer/Receptionist
REPORTS TO: Assistant Duty Manager/Duty Manager
LOCATION BASE: Aerotel Heathrow / T3 Arrivals
POSITION SUMMARY: Guest Service Officer/ Receptionist is to provide an outstanding welcome and farewell to our guests- You are the first and last person they are likely to see, and provide exceptional customer service throughout their stay with us at the hotel, as well as administrative duties which include: Telephone enquiries, Reservations, Guest Arrival Reports, preparing bills, take payments, conduct end of shift / day banking.
ESSENTIAL FUNCTIONS:
Great Customer Service Skills. Perform all check-in and check-out tasks.
Manage online and phone reservations.
Take payments from the customer in cash, or by credit/debit card. Verify their credit card data.
Welcome guests upon their arrival and assign rooms
Provide information about our hotel, available rooms, rates and amenities Respond to clients’ complaints in a timely and professional manner
Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully-furnished to accommodate guests’ needs
Confirm group reservations and arrange personalized services for VIP customers Upsell additional facilities and services, when appropriate attitude Maintain updated records of bookings and payments
Co-ordinating and multi-tasking job duties in a busy environment. Strict uniform and hygiene standards.
Maintaining a high level of hotel and product knowledge at all times. Operate ethically to protect the image of Plaza Premium Group.
Ability to work in a busy multicultural environment.
To work at reception in the area assigned, hotel or Plaza lounge.
Perform any duties as requested by the manager that fall within the scope of the position. QUALIFICATIONS AND EXPERIENCE:
High School diploma, general education degree or international equivalent required. Proficient in English
An operational knowledge and Microsoft Office suite (Word, Excel, PowerPoint)
Ability to assess the hotel’s priorities and needs and to formulate strategic steps of action. JOB
Strong interpersonal skills in communicating with people from different backgrounds and at all levels, both internally and externally
Team player yet able to work independently
LANGUAGE SKILLS:
Fluency in English required.
Multiple language abilities preferred.
PHYSICAL:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms and requires the ability to occasionally lift office products and supplies up to 20 pounds.
Ability to move throughout the hotels, airports and public areas (standing, walking, running, kneeling, bending) for extended periods.
POSITION TYPE AND EXPECTED HOURS OF WORK: This position is based on shift work to include, early, late and nights shifts and will require working Saturday, Sundays and Public Holidays according to schedules.
OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Job Types: Full-time, Permanent
Pay: £12.33 per hour
Ability to commute/relocate:
- London Heathrow Airport TW6: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person
