Hotel Receptionist/FOH Assistant - Weekends

Hotel Receptionist/FOH Assistant - Weekends

Roydon Marina Village is a bustling holiday park and marina in the stunning Lea Valley Regional Park, a short 5-minute walk from Roydon railway station and a 30-minute train ride away from Central London. We've recently launched our brand-new Boathouse Bar & Kitchen and we're looking for an organised, enthusiastic person to join our friendly team to work weekends on reception and to support in the bar area when required.

Main Purpose of Job:

To demonstrate a high level of customer service by ensuring the friendly and efficient arrival and departure of guests, maintaining high levels of hospitality at all times and providing guests with the information required throughout their stay.

Reporting Responsibility:

The postholder will report to the Guest Relations and Revenue Manager.

Main Duties and Responsibilities:

• To meet and greet customers and guests and provide a welcoming atmosphere for them to relax and enjoy their visit.
• To check guests in and out, and process payments accurately.
• To process cancellations and no-shows accurately to keep the booking system up to date.
• To inform customers of promotions, upsells or events to maximize sales opportunities and/or enhance their stay satisfaction.
• To handle customer queries, concerns and complaints in a friendly, polite manner; recording complaints and informing a manager where necessary to ensure the problem is resolved satisfactorily and without delay.
• To communicate with department managers regarding any housekeeping and maintenance issues.
• To manage parking fobs and Parking Eye issues.
• To work as one team, communicating effectively between reception, bar, waiting on and the kitchen team, always providing the highest standard of customer service and guest satisfaction.
• To support the bar team when required.

About the role

Person Specification

Education and Qualifications:

• Educated to GCSE standard or equivalent.

• Proficiency in MS Office applications.

Experience:

• Previous reception experience or experience in a similar role is desirable.

• Experience and working knowledge of guest reservation systems is desirable.

Skills and Attributes:

• Excellent organisational skills.
• Passion for delivering excellent customer service.
• Ability to communicate effectively with a wide range of individuals, including staff and customers, both verbally and in writing.
• Quick understanding and response to situations.
• Excellent attention to detail.
• Ability to work well as part of a team.
• Flexible approach to working arrangements.

About the company

Lakeland Leisure Estates Ltd is a family-owned company with over 30 years' experience of developing and operating holiday parks with caravans, lodges and park homes for sale alongside a strong marine presence with over 1,000 berths on the inland waterways network. We currently operate sites across the UK including the Yorkshire Dales, Cheshire, Gloucestershire, Staffordshire, Essex and Conwy in Wales as well as a campsite on Spain's Costa Del Sol and a new apart hotel in Hoi An, Vietnam, a World Heritage Site.