Guest Experience Concierge in Newcastle upon Tyne

You must be happy working customer facing at all times, from morning shifts until evening work. You will be trained to provide a multi-functional service required within Front of House, Bar, Food and Beverage and Housekeeping where applicable. As a Multi Task Team Member, you will deal with enquiries and room reservations made on the telephone, online or by email.

Receptionists greet and welcome guests on arrival at the hotel; it is important that you make a good first impression – a warm welcome and pleasant atmosphere in the reception area can help to get guests’ stay off to the best start. You will provide excellent counter and table service to the hotel’s guests and have complete knowledge of all food and beverage items offered on the menu.

• Be aware of all the various departments of the Hotel and to be able to communicate effectively.
• Check guests in and out, using a computerized system.
• Familiarise yourself with the Hotel’s check in/out procedures and Reception computer system.
• Issue keys to guests and provide clear directions to their accommodation.
• Keep accurate records of which guests have arrived at, or left, the hotel.
• Ensure necessary information goes to housekeeping, kitchen, maintenance, and management departments.
• Provide guests with information about local attractions and places of interest.
• Provide additional services for the convenience of guests, such as ordering newspapers or taxis, storing valuables and taking messages.
• Ensure guests receive their messages without delay, along with any mail that might arrive for them.
• Direct incoming calls and help guests to make external calls.
• Prepare a customer’s account when they leave the hotel, including the cost of additional items such as drinks, telephone calls and newspapers.
• Take payment from the customer in cash, or by credit/debit card.
• Handle queries or complaints from guests.
• Have a good knowledge of the Hotel’s charge rates and facilities.
• Understand the importance of proper Duty Handovers.
• Ensure that all Guest Registration Forms are filled out in full (to comply with the Prevention of Terrorism Act).
• Maintain guest security and the Hotel’s security at all times, reporting anything suspicious to your manager.
• Account for all money at reception whilst on duty (this includes float and all money paid in).
• Have a good knowledge of the Hotel’s policy relating to Health and Safety and Fire Evacuation Procedures.
• Assist guests during emergencies, calling emergency services, and checking that all guests have reached safety.
• Maintain close daily communication with the kitchen regarding orders and special promotions.
• Ensure that designated bar is set up and fully stocked to the required standard.
• Maintain the highest standard of food and general hygiene, ensuring compliance with Health and Safety regulations.
• Follow till operation procedures and carry out all security procedures.
• Provide courteous, friendly and efficient service at all times.
• Familiarise yourself with clients who use the Hotel frequently and assist in attracting more customers.
• Assist management in carrying out the Departmental cleaning program.
• Report any problems that arise during the shift to the Hotel General Manager or Senior Person on duty.
• Dress according to Hotel and Company Standard.
• Comply with the Hotel’s Customer Care Principles.
• Assist the Reception team by attending to all operations related to the Front Desk and report any problems that arise during the shift.
• Undertake any other reasonable requests made by management.
• Attend company training as required.

• Be flexible to cover business needs.
• Must have enthusiasm, punctuality, and reliability.
• Must be adaptable with a strong sense of ethics and responsibility.
• Ability to work independently and be self-motivated.
• Positive attitude with good interpersonal skills, guest-oriented and service-minded.
• Team spirit with good listening skills and ability to anticipate.
• Good presentation and confident speaking skills.
• Fluent in English.
• Dynamic and sales-oriented.
• Copes well under pressure.
• Follow food hygiene policy requirements.
• Have a good understanding of H&S regulations.

During the course of duty, you will have access to certain information which demands the utmost confidentiality and discretion must be exercised at all times.

Due to the nature of the industry, flexibility in working hours is essential.

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.