17 days ago
NIGHT PORTER/ RECEPTION COVER - Champneys Health Resort Forest Mere
REPORTS TO: FRONT OF HOUSE MANAGER
Champneys is a destination health spa chain with resorts and day spas located in the English counties of Bedfordshire, Hertfordshire, Leicestershire and Hampshire.
A Porter is responsible for giving ultimate customer service to guests and ensure the highest standard of customer care are maintained in line with company standards
DUTIES AND RESPONSIBILITIES
To give ultimate customer service to all health resort clientele.
Checking-in guests on arrival and completing the correct registration procedure including
offering a tour and explaining the welcome pack.
Conducting guided tours of the Resort
Receiving payment, issuing receipts and using the PDQ machine.
To ensure the highest standards of customer care are maintained in line with company standards.
Ensure that positive and effective inter-departmental communications take place at all times especially with reception and housekeeping.
Security of guest luggage.
To comply with company health and safety policy and procedures ensuring a safe working environment.
Communicating confidently and helpfully with guests, checking satisfaction, resolving conflicts and escalating if necessary.
Having an understanding of the switchboard, accepting external and internal calls and transferring them to the correct department/room.
Collecting and delivering of luggage and lifting of various other heavy objects.
Cash handling and daily reconciling of your own banking
To support with the continuous improvement in performance and profitability of reception.
Carrying out any other reasonable tasks allocated by Management.
Attend and contribute to any meetings as required.
Carry out general administration duties including filing, photocopying to fulfil the departmental needs.
Liaise with housekeeping regarding additional arrivals, departures and room moves.
Liaise with other departments on all relevant information that may affect guest satisfaction.
Ensure Front of House area is kept clean and tidy.
Attend training courses as required.
Comply with all Company Policy and Procedures
Any other reasonable tasks allocated by the Senior Management Team.
NVQ in Hospitality or similar advantageous
. Customer service experience essential
. Industry/hospitality/health club experience preferential
. Proven outstanding customer service skills
. Ability to communicate confidently, professionally and helpfully with guests
. Confident telephone manner
Knowledge and Understanding
. Having knowledge of the type of stays available and special offers that are running.
. Understanding the telephone system
. Can-do attitude with desire to provide first class service
. Flexibility to work shifts including evenings, weekends and public holidays subject to rota as well as a willingness and ability to extend of change hours and days of work from time to time upon request and subject to operational requirements.
We offer industry competitive salaries and an attractive benefits package, which includes:
Contracted 28 days / shifts annual holiday including bank holidays, which increases with service.
Generous staff discount in the Champney's boutique and retail offer.
Employee and family member discount for mid-week residential breaks at Champneys resorts.
Complimentary staff spa facility day on successful completion of probationary period.
Subsidised meals whilst on duty.
Discounted Champneys Club Membership.
Childcare voucher scheme.
Participation in Wider Wallet shopping discount scheme.
Option to join private healthcare scheme.
Training and development opportunities.
Some restrictions or variations may apply depending on resort, role and length of service. Our benefits package is subject to review from time to time.
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