Receptionist in Gatwick

Gatwick, West Sussex
22 Sep 2016
20 Oct 2016
Contract Type
Full Time



Hours: Full Time

Contract Permanent

Functional/Technical Skills

(What you need to be able to do)

General Duties

 Ensure exemplary levels of guest service are consistently maintained

 Ensure our guests receive a world class welcome, fast and efficient check-in and check-out

 Ensure all customer queries or requests are handled in a polite, efficient and courteous manner and a follow up call is delivered within the standard time frame

 Ensure a sales attitude is adopted at all times and maintain an awareness of all sales opportunities within the hotel

 Maximisation of room sales and revenue by promoting upgrades, early check-in and late check-out’s

 Adhere to all company credit policies to ensure that all revenue expected will be received

 Adhere to pre-set availability and rate controls.

 Ensure a high level of Product knowledge of the hotel and the

local area.

 Maintain and update guest history and marketing database as laid down in the Front Office Procedures

 Ensure a high level of liaison is maintained between Front Office and all other Departments within the hotel.

 Ensure the Front Office Manager or Reception Manager are kept fully aware of any relevant feedback from either guests, customers or other departments

 To deal with reservations enquiries in absence of the reservations department

 To accurately record guests early morning calls, newspaper requests etc

 To promote other services of the hotel, as Restaurants, bars, etc

 To accurately record and deal with guests messages and faxes.

 To exchange foreign currencies and traveller cheques for guests giving necessary receipts

 To manage the process of Le club so guests receive their points in a timely manner and ensuring all non-members are offered enrolment and are advised of the benefits

 To maintain good liaison with the housekeeping department to arrange

room moves, extra beds, daylets, early arrivals, flight delays,

late departures and double occupancy rooms

 To be aware of all special promotions and daily functions run by the

hotel and to inform guests accordingly

 To be aware of hotel security procedures and report any suspicious

characters to the manager on duty

 To attend meetings and training’s when requested

 To maintain impeccable standards of appearance and grooming, ensuring that you adhere to company Brand Standards at all times.

 To be aware of fire procedures, the operation of fire fighting equipment, and evacuation procedures.

 To be aware of Sofitel/Arora brands & products and promote them where possible

 To work in Club Sofitel and Groups/Airport check-in ensuring you are aware of the different requirements of the reception area’s and can work un-supervised

 To cover switchboard if required

 To cover club lounge responsibilities if required.

 To adhere to the company credit policy

 Ensure that floats are counted properly and noted in the

float check book.

 All of the above mentioned duties must be carried out in accordance will departmental Brand Standards.


(What you need to be)

Commitment to Guest Care

  • Positive, friendly and professional manner with guests at all times
  • Goes beyond guest expectation in terms of service provided
  • Always displays a ‘can do’ attitude towards guests (internal & external)



Team Working

  • Works effectively with colleagues and other departments
  • Works in a well organised and systematic way
  • Goes beyond the call of duty to assist colleagues


  • Educates colleagues and guests on products and services related to the smooth running of the hotel
  • Understands and is articulate with all products and services offered
  • Uses appropriate communication methods either written or verbal

Problem Solving

  • Thinks ahead to identify customer service needs before they arise
  • Takes action and shows a sense of urgency
  • Shares best practice and learns from mistakes


  • Maximises sales opportunities for the purchase of products and services
  • Maintains high standards and strives for excellence
  • Has attention to detail
  • Delivers on promises and follows up.


(What you need to have done)

  • Previous customer service experience essential
  • Hotel experience preferred
  • Excellent command of the English language
  • Computer literate
  • Previous cash handling experience
  • Able to stand for long periods