Receptionist

Title: Resort Receptionist

Department: Reception

Reports to: Guest Relations Manager, Health & Fitness Manager

Responsible: Reception Duties concerning Accommodation and Health Club

Job Purpose / Summary

As Resort Receptionist, you are responsible for greeting and assisting our members and guests to deliver an excellent experience. To maintain a high profile within our reception for our members and guests, ensuring their feedback is monitored and relayed back to departmental managers in order to improve service levels.

Main Duties

• Welcoming members and guests upon their arrival at the resort andoffering an excellent standard of hospitality throughout their visit by following departmental shift procedures and basic standards.
• All opening and closing procedures carried out correctly.
• As being the first point of contact for all guests and visitors, it is of the up most importance that they are greeted in a pleasant and polite manner and dealt with efficiently.
• Making sure that all phones are answered within three rings and with the correct salutation.
• Ensuring that all product knowledge is up to date.
• Reception areas are to be clutter free, tidy and in order at all times.
• Making sure that hand-over book is up to date and in order.
• Ensuring all bookings run smoothly and efficiently.
• Be responsible for the security of all monies and lost property at reception.
• Manage administrative requests as directed by the Management Team.
• To communicate with and assist your line manager (s)
• Ensuring members and guests upon their departure from the resort are offered a genuine farewell.
• Ensure compliance with all health and safety regulations.
• Up-sell with latest departmental incentives.
• Report accidents, maintenance issues, or other incidents.
• Managing lost property, maintaining accurate records of recovered and claimed items.

Accommodation Overview

• Ensure all registration formalities are correctly completed, paying particular attention to charge-out details and credit rules.
• Ensure all extra items are charged.
• Aware of the configuration of the rooms and be able to direct accordingly.
• Attend room in cases of emergency.
• Assist with enquiries about the resort and locality.
• Being the first point of contact for any questions or queries guests may have.
• Doing basic administration including inputting reservations and answering the telephone.
• Predominantly focus and assisting in our front of house operation, our guest requirements and fulfil the necessary administrative duties.
• Prompt and efficient operational services meet required standards.
• Arrivals are checked in correctly, allocated a room and sent to their room without delay.
• Reservations are taken correctly and courteously.
• To ensure that enquiries, messages & deliveries are dealt with courteously and efficiently.
• Upon check-out that you have accurately prepared the guest bill before presenting and taking any outstanding payments due.
• Monitor and action accordingly the daily room allocation based upon the following factors;
• Guest - length of stay, celebration, other noted requirements.
• Hotel - factors that may disrupt the guest during stay such as maintenance or noise.
• Monitor and action accordingly on a daily basis with guest relation team- 'exceeding guest expectations' this may be;Repeat guest, leisure or corporate.Celebration, wedding, birthday, anniversary.Special, this may constitute of, VIP, one off, Journalist, Previous Complaint etc.

Health Club Overview

• Ensure client experience is proficient including bookings, payments, and consultation cards
• Interact and communicate effectively with clients, members, team members, guests, and management team
• Managing member check-ins, including verifying memberships and processing forgotten membership cards.
• Handling membership enquiries, providing information about services.
• Managing guest visits, offering leisure tours in the absence of membership advisors, and promoting facilities to prospective members.
• Scheduling and managing bookings for leisure activities, including personal training sessions, fitness inductions, and club (particularly pool) events.
• Class monitoring/ putting classes on the app at 0730 for members.
• Overseeing diary management, ensuring accurate scheduling and coordination with trainers and instructors
• Monitoring and responding to emails, including HubSpot enquiries and internal requests from the Club Manager.
• Processing retail transactions, including sportswear, accessories, and refreshments
• Providing recommendations on products and upselling relevant services.
• Handling all spa treatment bookings, maintaining an organized and well-coordinated schedule for therapists.
• Conducting confirmation calls and proactively upselling additional treatments and packages.
• Processing payments for treatments, retail purchases, and deposits, ensuring accuracy in all transactions.
• Tracking deposits and outstanding balances to ensure seamless guest experiences.
• Providing guidance to spa guests on their next steps, including relaxation areas, locker access, and post-treatment recommendations.
• Addressing enquiries related to spa services, promotions, and products, offering knowledgeable advice.
• Managing spa product sales, recommending treatments and skincare products suited to guests needs.
• Monitoring stock levels and liaising with suppliers for replenishments.

Health & Safety Compliance

• Acting as a first responder for emergency situations, administering first aid when require
• Ensuring compliance with all health and safety regulations within the leisure facility
• Monitoring security protocols and guest behaviour to maintain a safe and positive environment. Conducting walk of reception foyer and ensuring clean where required.

Additional Information

This Job Description has been prepared as a working document to identify the main areas of responsibility. It is not a definitive statement of duties nor specifically excludes any tasks, which may be considered reasonable.