Reception/Administration coordinator apprentice - Mour Hotel, Nottingham

Description

Reception Duties

To ensure that strict security is maintained in respect of all money, keys, guest property, lost property and hotel equipment as per Mour standards
To ensure that all reservations, registrations and checking in/out duties are carried out to Mour standards (SOP & training)
To handle reservation duties in line with the correct Standard Operating Procedure
To assist the Night Team as and when required
To assist Team leader during the shift as required ensuring smooth running of the Front Desk
Follow up with guests that the service provided was to their satisfaction
To address complaints properly and deal with situations as and when they arrive in a sympathetic and professional manner (any problems call Manager on Duty)

Product and Service Quality: Switchboard

To answer incoming and internal phone calls in a consistent format according to the Mour Standards (Good morning, afternoon, evening Mour / Reception)
To answer all phone calls within 3 rings to provide efficient and high quality telephone service
To maintain polite, friendly and courteous telephone manners at all times

Miscellaneous

To carry out duties as laid down in the Front Office SOP manual
To have a comprehensive knowledge of the Front Office computer system (Opera)
To up sell hotel facilities to guests, and advise of services in the local area
To carry out general clerical or administrative duties as required by management and reasonable duties for the efficient operation of the hotel
To ensure cleanliness and tidiness of the front desk at all timesTo be aware of house status and room availability at all times
To monitor faxes, post and manually written messages to the correct standards

Adminstrations Duties

Assistance in the coordination of weddings and Christmas events
Responding to enquiries, correspondence, collecting and collating pre orders and preparing function sheets for issue to all department

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