Resort Receptionist
Resort Receptionist
Posted on :
21-04-2025
Employer Active
1 Vacancy
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Job Description
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 handover 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.
- Upsell 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 chargeout 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 checkout 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 wedding birthday 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 checkins 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 wellcoordinated 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 posttreatment 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.
Employment Type
Part-Time
Key Skills
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