Hotel Receptionist
Telford golf & spa resort Q Hotel
telford, united kingdom
08 2023 - Current
- Assisted staff with administrative duties during peak schedules.
- Collected and processed guest data in line with data protection regulations.
- Calculated billings and hotel charges and provided receipts.
- Addressed questions, escalating issues and complaints to management.
- Answered and transferred calls to designated recipients.
- Informed guests regarding hotel events and announcements.
- Provided guests with keys and directions to room.
- Greeted guests and facilitated check-in and check-out procedures.
- Submitted incident and activity reports to manager to inform future decision-making on policies.
- Managed guest bookings and enquiries accurately and efficiently for continued customer satisfaction.
- Verified ID and payment preference of guests.
- Achieved 5-star reviews by delivering outstanding customer service.
- Maintained tidy work area to support cleanliness and quality standards.
- Registered guest information on hotel database to maintain accuracy.
- Scheduled and made reservations for guests using hotel and management software.
- Collaborated with housekeeping and maintenance to address needs of guests.
- Greeted customers warmly, aiming to provide positive, smooth check-in experiences.
- Directed customer calls and communicated messages to relevant team members.
- Handled customer payments and updated reservations with [Software].
- Planned schedules to support consistent service delivery and reception coverage.
- Instructed maintenance staff to service rooms with known issues.
- Issued guest room keys with advice on location and access.
- Created newsletters, brochures and social media posts to promote hotel services.
- Suggested restaurants tailored to guest preferences.
- Actioned special requests to elevate guest stays.
- Inspected presentation of rooms and laundry items.
- Reconciled floats and administered petty cash systems.
- Recorded guest account activity to produce accurate bills upon departure.
- Recommended hotel services to upsell dining, bar and spa experiences.
- Coordinated housekeeping staff to prepare rooms for guest arrivals.
- Managed incoming calls effectively using switchboard systems.
- Posted new charges to customers' rooms and compiled itemised statements.
