As a Receptionist, you'll play a vital role in ensuring our guests have a fantastic experience from the moment they arrive. You'll be the first friendly face they see, greeting them with a smile and answering any questions they may have about our facilities or services. You'll also address any inquiries, concerns, or complaints they raise in a professional and helpful manner. Your duties extend beyond warm welcomes. You'll also be a key part of our behind-the-scenes operations, reconciling daily point-of-sales transactions for accuracy and managing room bookings to guarantee a seamless stay for our guests.
Furthermore, you will be instrumental in building a strong foundation of character development within the organization by embodying Mad Monkey core values: Curiosity, Positivity, Courage, Sincerity, Family Spirit, and Diversity, Inclusion, and Sustainability. Your commitment to these values will contribute to creating a positive and inclusive work culture that promotes growth, innovation, and success.
RESPONSIBILITIES:
- Receive guests at the hostel by greeting them warmly, attending to their inquiries, and answering inquiries over the phone.
- Inform guests about the services, tours, and accommodation rates offered by the hostel.
- Make reservations for guests according to their needs, and ensure that all cancelled reservations are processed immediately to avoid confusion.
- Build rapport with guests to make them feel comfortable. Address any complaints they might have in a courteous manner.
- Maintain clear and comprehensive records of guest room bookings and all billings for accountability and future reference.
- Keep the reception area orderly by arranging documents and maintaining cleanliness at all times to avoid a cluttered workspace.
- Handle all room booking routes, including online, phone, and in-person inquiries.
- Respond promptly to all requests to ensure smooth operation and prevent missed reservations.
- Report any maintenance issues or malfunctioning appliances to the manager for prompt repair, ensuring guest comfort and satisfaction.
Health and Safety
- Proactively support the company's health and safety program.
- Ensure all team members understand their health and safety responsibilities as outlined in the company's Health and Safety Policy, and monitor compliance with its procedures.
- Be aware of and comply with safe working practices as laid down in the Health and Safety Policy applicable to your workplace. This includes awareness of any specific hazards.
- Report any building, plant, or equipment defects according to hostel procedures.
- Ensure immediate reporting of any accidents involving team members, customers, or visitors according to established procedures. Promote awareness of these procedures across the division.
- Attend mandatory fire and relevant health and safety training.
- Be fully conversant with and abide by all fire and health and safety rules. Ensure effective management of these aspects across the operation.
- Maintain thorough familiarity with all risk assessments for your departments, COSHH regulations, and fire/bomb procedures.
- Ensure your team stays up-to-date and proactively manages their responsibilities in these areas.
SKILLS AND QUALIFICATIONS:
- Previous experience as a Receptionist or Customer Service role is preferred.
- Prior experience in hotels, hostels, or similar environments.
- Excellent communication skills, both verbal and written.
- Experience in handling cash transactions.
- Ability to work independently & collaboratively.
- Ability to think quickly and find appropriate solutions.
- Attention to detail and accuracy in work.
- Ability to multitask and prioritize tasks effectively.
- Flexibility to work on a shifting schedule, weekends, and holidays as required.