Receptionist - Guest Services

  • Location
    Enfield, Greater London
  • Category
    Office and Secretarial - Receptionist
  • Contract Type
    Permanent
  • Industry
    Administration
  • External Reference
    REC/LT
  • Salary
    23000 £ - 25000 £ / Year

Role: Receptionist - Guest Services
Salary: £23,000- £25,000 DOE
Location:
Camden Market
Start:
ASAP
Days/Hours: 37.5 hour week/ Mon-Sun shift work / 08:00-16:30 / 11:30-20:00.
PLEASE NOTE: Hospitality or Hotel experience is essential
Client: Serviced Apartments


The person:


You'll be confident and outgoing and an expert in delivering great customer service. You will be very well organised, customer focused individual who'll run oversee the operation as though it belongs to you. You'll be an excellent communicator, smart, a quick thinker, good with managing a busy schedule and have excellent verbal and written communication skills. You'll be numbers savvy as you'll also be watching the pennies to ensure you're playing your part in delivering against budget!


Role Purpose:


The Receptionist - Guest services will report directly to the General/Operations Manager. The role is responsible for quality of service at all our properties carrying out welcoming arriving guests to the block and assist all in house guests. This role will require a flexible approach to working hours to support the needs of the business.


Duties:



  • Responding to resident guest queries by telephone and email

  • Scheduling guest Arrivals & Departures and the associated activities

  • Ensuring all Check-in Requirements, Key Production and apartment documentation is present and correct

  • Co-ordination daily activities with Property Management departments

  • Key Management - keys are allocated to guests and contractors accurately

  • Spot checking communal areas and lobbies cleanliness

  • Ensuring guest maintenance requests made at Reception are carried out in accordance with SLA's


Front of House Reception and Communal Area Standards:



  • Provide 'front of house' and reception services

  • Welcome visitors to the building in a courteous and helpful manner

  • Act as an ambassador for the business, whether face to face, in writing or by telephone to guests and contractors at all times

  • Provide decisive and effective response to customer complaints and where appropriate arbitrate minor customer disputes to effective resolution


Product Knowledge:



  • The Receptionist - Guest Services will be able to advise guests from other buildings and apartments by telephone and email about queries with their apartments, local amenities, directions etc

  • The Receptionist - Guest Services will when required be able to provide cover for Reservations Department based on departmental training

  • The Receptionist - Guest Services will advise the General/Operations manager when stocks are required in order to minimise delays in complaint resolution or amenity replacements and assist in keeping spend in line with budget


Health & Safety, Planned Maintenance, Signage & Stat Compliance:



  • The role must be fully aware of all Procedures regarding Health and Safety of guests and personnel within the building and adhere to them at all times

  • Be fully conversant with the Fire System in the building and be able to carry out the weekly Fire Tests and oversee a Building Evacuation if required and record them in the appropriate manner


Contractors, Keys, Quality checks and feedback:



  • Ensuring stocks of key cards are always available for guests and contractors at all times

  • Services Assistant will manage all key assignments and ensure contractor keys are returned to the Reception

  • Any feedback received from guests must be recorded and used to drive service improvement


Systems, Data Accuracy & Reporting:



  • Ensure 100% accuracy of data entry into the Operating System.

  • Ensure that all records, notes and information are recorded in the system to ensure that all requests and activities can be tracked and understood.

  • Ensure any online bookings are correctly processed


Advertised by Office Angels Camden branch. I you would like to apply for this role then please EMAIL your CV to camden@office-angels.com quoting reference: MAE/LT/19 note that due to a high volume of response Office Angels receive; only successful candidates will be contacted. For the purposes of the Regulations, please note that Office Angels in the provision of these services will be operating as a recruitment agency. Office Angels are an equal opportunities employer.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser: https://www.office-angels.com/candidate-privacy

To speak to a recruitment expert please contact Lucy Tanner