Hotel Host / Receptionist | Raes on Wategos | 5 star Luxury Hotel
The Host is a key member of the Guest Services team responsible for the daily operations of the Hotel, verifying the accuracy of guest accounts, balancing charges and revenues. This role is pivotal in representing Raes throughout all aspects of the guest's journey, from pre-arrival to post departure to ensure a memorable and satisfactory experience. To have a sound knowledge of Raes facilities, values and ethos and an ability to confidently sell, manage and embody these values. The capability to professionally and efficiently manage and secure accommodation reservations and ensure an efficient and positive working environment amongst peers and within the Host team. To possess a personalised approach to overseeing a guest's stay and a focus to exceed guests' expectations and anticipate their unspoken ones.
Reports to – Guest Experience Managers, Hotel Manager & Head of Hotels
DUTIES & RESPONSIBILITIES
* Representing Raes as an honest, reliable and professional host
* Ensure a positive working environment within the Front Desk to ensure efficiency and seamless handover between shifts
* Recording of guest feedback / preferences in guest profile
* Coordinates room status updates with the housekeeping department by notification of all check outs, late check outs, early check-ins, special requests, and day use rooms
* Understands room status' and room status tracking
* Knowledge of hotel wide daily activities and events / meetings within hotel. Ensures Host team members are accurately briefed and discussing these.
* Knows all safety and emergency procedures.
* Maintains the cleanliness and restock of the front desk area.
* Consistent delivery of superior customer service with high attention to detail.
* Respond at all times in a friendly, helpful manner to guests and other colleagues.
* Follow all Raes safety, emergency and security procedures.
* Ensure confidentiality, respect of privacy and security of all guest rooms.
* Ability to work flexible hours.
* Maintain appearance of the front of house and reception area.
* Report to work in required uniform and in adherence with the Hotels Dress Code Policy.
* Develops a strong knowledge of the hotel's facilities and service and of the surrounding community
* Possesses a working knowledge of the reservations department i.e all rates, packages, offerings and policies. Ensuring accurate recording of reservations and all Room Master Anywhere functions
* Similar confidence in making, amending and reading the Dining Room and Spa reservation systems.
* Ability to confidently and empathetically liaise with guests, handling requests in a courteous and professional manner
* Confidence in receiving guest feedback and complaints, follow through to ensure satisfaction and clear communication amongst staff and other departments
* Clear and concise emails and phone conversations
* Attention to detail, and commitment to quality in all tasks
* Takes initiative and problem solves whilst working independently. Providing suggestions and tips to team members to better improve methods and workspaces
* Any other duties, which may be assigned to you from time to time as directed by your Manager.
Qualifications / Skills
* Possesses a working knowledge of the reservations department i.e all rates, packages, offerings and policies. Ensuring accurate recording of reservations and all Room Master Anywhere functions
* Similar confidence in making, amending and reading the Dining Room and Spa reservation systems
* Ability to confidently and empathetically liaise with guests, handling requests in a courteous and professional manner
* Clear and concise emails and phone conversations
* Attention to detail, and commitment to quality in all tasks
* Ability to work flexible hours
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