Reception 1 Receptionist

Position Description - Receptionist
YOUR PLACE
As Guest Services Agent, you’re the definition of a people-person. You’re the go-to for any guest query, giving real local advice, always with a smile and you go the extra mile to make a guest feel at home.
Department Front Office
Reports to Hotel General Manager, Hotel Manager, Executive Assistant Manager, Front Office Manager
Role Classification Individual Contributor
Alternative Position Titles Experience Curator, Front Office Receptionist, Lobby Ambassador, Guest Service Agent

YOUR NETWORK
Internal All team members in your hotel!
External Guests, potential guests, visitors, vendors, contractors
Direct reports NA

WHAT TO EXPECT

• You process all guest check-ins and check-outs are smoothly and seamlessly
• You always greet guests by name
• All guest details are recorded accurately, and necessary info updated in guest’s CRM profile as required
• You’re the go-to for any special requests, general info, transport, event tickets, restaurant & airline reservations and any other queries that may arise
• You always cheerfully and promptly respond to any calls
• If you’re unsure of the answer to a guest query, you will promptly find out and follow up
• You resolve guest complaints timely and professionally, referring them to a supervisor if needed
• You’re familiar with all room types, rates and services and are ready to ‘sell’ at any time
• You’re friendly and efficient in handling reservation requests (for groups, unusual or difficult requests, involve the Hotel/Reservations Manager/Coordinator)
• Any guest mail, messages and deliveries are processed accurately and efficiently
• You complete wake up calls always on time
• You liaise with the relevant departments including housekeeping and maintenance to assist with any guest request as required
• Maintain a dynamic ‘Guest Services Directory’ in the Property Management System (PMS), with local and essential information for your hotel
• You’re happy to cross train within all available departments throughout your hotel
• You’ll jump in and help out other departments during peak busy times
• Your communication is unrivalled, and you always provide a clear and concise handover for the next shift
• Keep your Manager informed of any problems and unusual matters
• Cleanliness and tidiness are a priority – you keep Front Office looking immaculate
• This isn’t an exhaustive list – your Manager may have other reasonable tasks or instructions on occasion

THE ESSENTIALS

• You have immaculate presentation and grooming and wear the appropriate uniform and name badge at all times, with pride!
• You understand and follow our company code of conduct, team member handbook and relevant departmental policies and procedures.
• You acknowledge the importance of workplace safety and our TFE WHS policies and procedures are front of mind at all times.
• Any hazards, near misses and accidents at the workplace are reported immediately.
• Guest security and privacy is of utmost importance and you maintain this at all times.
• Mandatory Full NZ drivers License.

YOUR LEADERSHIP CAPABILITY
Drive & Learning

• You have a hunger to learn and approach new activities with a positive mindset
• You collaborate with your Manager on personal development and are open to constructive feedback

Accountability & Ownership

• You take accountability for your role, actions, learnings, successes, and mistakes
• Operating with integrity and honesty are of the upmost importance to you

Emotional Intelligence

• You’re self-aware of your own thoughts, emotions and responses and how to manage and regulate them, especially under pressure
• You understand the impact of body language, verbal comments and tone and can also read others’ responses and feelings through these cues

Collaborative Relationships

• You’re a team player and happy to help other departments when needed to achieve overall team goals
• You actively listen to others and contribute to team interactions

Influencing

• You’re ace at building rapport with colleagues and guests
• You listen to and acknowledge others’ feedback, ideas and also share your own

Communicating

• You communicate concisely, confidently and with warmth and respect
• You engage with direct eye contact and positive body language
• Don’t forget to always use guest and team member names

Driving Performance & Results

• Your can-do attitude shines when doing any task and you don’t shy away from a challenge, in fact you volunteer for them
• You understand how individual actions contribute to team goals

Planning & Execution

• Tasks are completed promptly and efficiently whenever you’re involved and always to deadline and according to the right procedure
• You’re focused, have high attention to detail and respect others’ time too

Change & Innovation

• Adapting to new leadership, processes, requirements, or culture is a smooth transition for you and you speak positively about to change to bring others on board

Business Judgement

• You understand Balanced Scorecard metrics and concepts of ADR, RevPAR, occupancy and F&B productivity metrics
• You know what your team goals and KPIs are and work with them in mind

External & Customer focus

• Guests have your undivided attention. You connect with them and personalise your service to make a difference to their stay

Commercial Acumen • You’re a proactive problem solver – you analyse facts and customer information to make sound and logical decisions
Developing Culture & Engagement

• You understand where your role first within the goals of the business and you contribute to the achievement of these goals
• You listen to, consider and embrace diversity and new ideas and styles

Attracting & Developing Talent

• You share your on-the-job knowledge with others and you’re a TFE ambassador when it comes to referring future/potential team members

MORE ABOUT YOU

• You (ideally) have or are studying toward a Hospitality Diploma or Degree and/or have prior experience in a similar role and similar property
• You can physically meet the demands for this role including constant standing, frequent computer and phone use involving repetitive and sustained use of the upper limbs and occasional lifting, pushing and moving of objects up to 20 kgs
• You’re tech-savvy and proficient in using Microsoft Office 365, Property Management System and Customer Relationship Management database

ACKNOWLEDGEMENT
To summarise, it is not the intent by way of this Position Description to limit the flexibility required, scope, or responsibilities of this role, but to highlight the most important aspects of your position. You acknowledge that you’ve read, understood, and agree to carry out these requirements.
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