Hotel Receptionist in Newcastle upon Tyne

Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. Each brand has its own personality, where you will be able to truly find yourself, but they all share a common ambition: to keep innovating and challenging the status‑quo. By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow, to fulfil yourself, to discover other professions and to pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world! You will enjoy exclusive benefits, specific to the sector and beyond, as well as strong recognition for your daily commitment. Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

Job Profile

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 [when applicable] to the hotel’s guests and have complete knowledge of all food and beverage items offered on the menu.

Job Responsibilities

• Be aware of all the various departments of the Hotel and to be able to communicate effectively.
• Receptionists check guests in and out, using a computerised system.
• Familiarise yourself with the Hotel’s check in/out procedures.
• Familiarise yourself with the Hotel’s Reception computer system.
• You issue keys to guests and provide guests with clear directions to their accommodation.
• You keep accurate records of which guests have arrived at, or left, the hotel.
• You make sure that any necessary information goes to the housekeeping, kitchen, maintenance, and management departments.
• You provide guests with information about local attractions and places of interest.
• You might provide additional services for the convenience of guests, such as ordering newspapers or taxis, storing valuables and taking messages.
• You make sure that guests receive their messages without delay, along with any mail that might arrive for them.
• Directing incoming calls and helping guests to make external calls.
• Hotel Receptionists prepare a customer's account when they leave the hotel.
• You put together the cost of additional items such as drinks, telephone calls and newspapers, and include them in the final bill.
• You take payment from the customer in cash, or by credit/debit card.
• Guests might come to the Hotel Receptionist with any queries or complaints - not all of which will be easy to deal with.
• Have a good knowledge of the Hotel’s charge rates.
• Have a good knowledge of the Hotel’s facilities.
• You must have a full understanding of 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).
• Ensure that guest security and the Hotel’s security is maintained at all times, reporting anything suspicious to your manager.
• Ensure that all monies are accounted for and available for collection and inspection.
• You will be accountable for all money at reception whilst on duty (this includes float and all money paid in).
• Ensure that you have a good knowledge of the Hotel’s policy relating to Health and Safety and Fire Evacuation Procedures.
• In the event of an emergency, Hotel Receptionists have responsibilities such as helping people as they evacuate the building, calling the emergency services, and checking that all guests have reached safety.

General Assistant [Multi‑Task role]

• You will provide excellent counter and table service [when applicable] to the hotel’s guests and have complete knowledge of all food and beverage items offered on the menu.
• Maintain close daily communication with the kitchen with regards to orders and special promotions.
• Ensure that designated bar is set up and fully stocked to the required standard [when applicable].
• Maintain the highest standard of food and general hygiene, ensuring that all aspects of Health and Safety are complied with.
• Ensure that till operation procedures are followed and that all security procedures are carried out.
• Ensure that customers receive a courteous, friendly and efficient service at all times.
• Familiarise yourself with clients who use the Hotel frequently and assist the Hotel in attracting more customers.
• Ensure that you assist the management in carrying out the Departmental cleaning program.
• Report any problems that have arisen during the shift to the Hotel General Manager or Senior Person on duty.
• To ensure that you are dressed according to Hotel and Company Standard.
• You must comply with the Hotel’s Customer Care Principles.
• Familiarise yourself with clients who use the Hotel frequently and assist the Hotel in attracting more of the same.
• Assist the Reception team by attending to all operations related to the Front Desk and report any problems that have arisen during the shift.
• To undertake any other reasonable requests as made by the management.
• To attend company training as required.

Qualifications

Personal Qualities

• Be flexible to cover the business needs.
• Must have enthusiasm.
• Must be punctual and reliable.
• Must be adaptable.

Skills / Qualities

• Strong sense of ethics.
• Autonomous and sense of responsibility.
• Ability to work independently.
• Be self‑motivated.
• Positive.
• Good interpersonal skills, guest oriented and service minded.
• Team spirit.
• Good listening skills and ability to anticipate.
• Good presentation and confident speaking skills.
• Fluent in English.
• Dynamic.
• Sales oriented.
• Copes well under pressure.
• To be able to follow food hygiene policy requirements.
• To have a good understanding of H&S regulations.

Special Notice

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.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.