Receptionist, Hospitality ​/ Hotel ​/ Catering

Job Description

Receptionist

First impressions are everything! As a Receptionist, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

We need people like you. Reliable people who speak with a smile and deliver a warm welcome. At The Mercure Newcastle George Washington Hotel, we respect our staff for what they are: individuals and team players whose skills make us one of the world’s top companies. Flexibility is key to our business culture and we aim to help everyone get the work/life balance right.

You’ll be the public face of the hotel – and your public will expect you to be an expert in many areas. You’ll have good knowledge of our facilities and services, understand billing and messaging, and advise on local tourist attractions.

What is in it for you:

• In return we will give you free meals on duty, access to a pension scheme, lunch at work included when on shift, free uniform and hotel discounts worldwide.
• Shifts are 6:45 AM to 3:15 PM or 2:45 PM to 11:15 PM and you will be required to do a mixture of both. One in four weekends are guaranteed to be off work.
• Employee benefit card offering discounted rates at Accor worldwide.
• Learning programs through our Academies.
• Opportunity to develop your talent and grow within your property and across the world.
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21.
• Company pension.
• Free on site parking.
• Swim and Gym membership on premises.

What you will be doing:

• To be totally customer focused by consistently delivering excellent customer service with an informed, friendly and effective approach.
• To provide professional, friendly and efficient Reception service to all guests of the hotel, whilst achieving maximum revenue and guest satisfaction.
• To maintain standards of hospitality as laid down by hotel and company policies and procedure.
• To welcome all guests on their arrival and assist them in a courteous, helpful manner with registration and when checking out of the hotel.
• Ensure the hotel cash handling and credit procedures and to report any discrepancies to your Supervisor immediately.
• To operate the hotel switchboard, answering it to the company standard, ensuring that all messages are correctly handled and processed to guests’ rooms immediately.
• To monitor all guest accounts and to make sure all charges posted are correct with supporting documentation.
• To take reservations and event bookings according to company standard during periods when the Reservations and Sales Office is unmanned or busy, ensuring all necessary information is completed and recorded accurately.
• To upsell all hotel facilities within the hotel to guests. There are incentives for each upsell and revenue generation.
• To ensure the security of guest valuables, departmental keys and floats. This to include ensuring company procedures are strictly adhered to at all times.
• To deal with guest enquiries, either by email, telephone, letter or face to face.

Your experience and skills include:
Service focused personality is essential.

You must have at least one year of experience working front of house in a hotel, ideally on reception. You must have a good general education and excellent customer service skills.

Experience is an asset:

• Prior experience working with Opera or a related system.
• Fluency in English, additional languages are a plus.

Your team and working environment:

• The Mercure Newcastle George Washington Hotel Golf & Spa is an Accor franchised property owned and operated by George Washington Golf & Country Club Limited.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.