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5 months ago
K.B.C. Associates Ltd
Salary band: Any
Location: Berkshire
Job type: Permanent
Contact: K.B.C. Associates Ltd
Category: Customer Service Jobs
FRONT DESK AGENT - JOB DESCRIPTIONDEPARTMENT Front Desk RESPONSIBLE TO Front Desk Manager or delegate GENERAL STATEMENT ABOUT THIS ROLE To maintain the highest standards of welcome, service and operational efficiency to guests, clients and colleagues MAIN RESPONSIBILITIES Ensuring the highest service standards maximising guest satisfaction and ensuring the front desk is never left unattended Ensuring all guests receive a warm and courteous welcome at check in, rooming VIP's as required Ensuring all guest comments, including complaints, are dealt with in an effective and speedy manner in order to facilitate good guest relations and optimise guest satisfaction Ensuring all procedures for revenue processing are adhered to at all times and any discrepancies are reported to management immediately Maintaining open communication between all departments Providing the finance department with all relevant documentation for audit purposes and advise on any matters relating to cashiering duties Ensuring a sufficient supply of change in the float, exchanging petty cash, foreign exchange and paid outs per policy and ensuring an accurate audit is completed before and after each shift Ensuring telephone queries are dealt with efficiently and calls are directed to the appropriate extension so that customer service is kept at the highest levels Ensuring front desk filing is complete and accurate and that all records are kept fully up to date Ensuring that front desk, back office and luggage storage are kept clean and tidy Maintaining the highest personal standard of conduct, hygiene, appearance, uniform and posture at all times Providing training to the new starters Ensuring that the Le Club standard (enrolment, Le Club check in, Le Club benefits) are followed General Responsibilities Work safely and securely and ensure that other employees are doing the same To attend all training sessions and meetings as requested To work within a team and help where required within the business To ensure your appearance meets the hotel standard at all times, including well maintained and clean clothes/uniform and the highest levels of personal hygiene To be fully aware, competent in and follow at all times - -Hotel fire procedures -Hotel security procedures -Hotel health & safety policy and procedures -Hotel facilities and opportunities to promote these to customers -Hotel and departmental operational standards and procedures -Short and long term sales and marketing promotions -Customer service standards -Company and Hotel performance and conduct guidelines, policies & procedures -To attend all fire, health & safety training as requested To make suggestions to your manager where possible, which you feel will benefit the operation, customer service and/or the success of your department and the hotel To report for duty on time and on the days rostered To be familiar with and work to the stated standards both as an individual and a member of the hotel team to achieve the Hotel Mission Statement To achieve and maintain the highest levels of customer service to both external and internal customers at all times

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