Job Description
Provide a polished, professional and welcoming first impression for all guests, overseeing arrival and departure experiences and ensuring luggage assistance and valet parking are delivered to the highest standard.
Maintain comprehensive knowledge of all hotel services, facilities, accommodation types, rates, dining options, menus and packages, ensuring the reception team is consistently well informed and confident in their delivery.
Proactively enhance the guest experience through tailored recommendations for local attractions, dining and activities, using strong local knowledge and guest insight.
Set and uphold exceptional standards of communication across telephone, email and face-to-face interactions, ensuring the reception team represents Palé Hall with professionalism and warmth at all times.
Oversee check-in and check-out procedures, ensuring accuracy of guest accounts, billing and payment processes, and delivering a seamless and well-managed guest journey.
Supervise and manage reservations, cancellations and amendments for bedrooms, restaurants and events, ensuring systems are used accurately and efficiently.
Ensure all reception records, reports, daily logbooks and shift handovers are completed accurately and to a high standard.
Manage and delegate administrative responsibilities, including guest correspondence, billing queries and departmental documentation, ensuring compliance with hotel procedures.
Lead the promotion of hotel services, experiences and special offers, guiding the team to confidently recommend upgrades, dining options and added-value services to enhance guest satisfaction and maximise revenue.
Work closely with Housekeeping, Kitchen, Food & Beverage and other departments to coordinate daily operations and ensure seamless communication across the hotel.
Demonstrate leadership through flexibility and a hands-on approach, providing support to other departments when required and setting a positive example for the team.
Support the training, development and ongoing performance of reception colleagues, contributing to a culture of continuous improvement and service excellence.
Ensure full compliance with all hotel policies and procedures, including Health & Safety, fire and emergency protocols.
Take responsibility for maintaining the safety, security and confidentiality of guests, staff and hotel property at all times.
Qualifications
Friendly, approachable, and confident in guest interactions.
Excellent communication skills, both verbal and written.
Well-organised, detail-oriented, and able to multitask under pressure.
Professional appearance and presentation.
Flexible and willing to assist other departments as required.
Previous hotel or customer service experience is desirable but not essential; a positive attitude and enthusiasm are key.
Knowledge of the local area and Welsh language skills are an advantage.
Additional Information
Shifts will include mornings, evenings, weekends, and public holidays as part of a rota system.
Share of Gratuities, Meals on duty, Onsite parking, Generous employee discounts
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