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To work on the reception desk handing customer queries face to face and on the telephone. Managing bookings and reservations, being the first point of contact for all guests.
Liaise with the reservations team on any Non-Arrivals from the previous night

To have a full understanding of all rates, packages and special promotions ensuring that the hotels terms of business are adhered to

To ensure all in house guest information is correct and up to date in the hotel’s PMS

To ensure all documentation and information relating to the operation is presented promptly, clearly and accurately

To check, monitor and follow up all accounting requirements involving individual, function and group postings and payments in accordance with the hotels accounting procedures

To have knowledge of the local area, tourist information and other hotels within the district

To allocate rooms in conjunction with the Reservations Department, ensuring the maximum revenue will be yielded

To ensure the day’s arrival correspondence is maintained with care and any previous correspondence is returned to the Reservations Department

To ensure all paperwork, faxes, brochure and reservation requests are actioned and distributed within the required time frame

To be aware of room status and ensure that the number of rooms available is known at any given time and that every opportunity to maximise room sales is taken

Whenever possible, to anticipate guests needs, be aware of all written and spoken requests and to carry out these requests in a timely, courteous and helpful manner

To ensure that at all times reception duties are carried out as laid down in the reception shift procedure

To ensure that all charges are posted to guest bills following laid down procedures

To be fully conversant with and able to correctly operate in the Front Office system

To deal with cash, cheque and credit transactions in accordance with hotel policy and to ensure any discrepancies are reported to the finance department

To ensure the reception area is always clean and tidy

To ensure float checks are carried out at the beginning and end of each shift and any discrepancies are reported and corrected

To ensure that all incoming internal and external calls are dealt with promptly, efficiently and courteously

To ensure that all messages received for guests and employees are passed on accurately and as quick as possible

To ensure all guests receive their early morning call and to follow-up any unanswered calls

To ensure that an accurate hand-over is given at the end of each shift and that all hand-overs and correspondence/ communications are read and signed

To ensure all bills are checked out of the system as soon as possible

To be aware of the need for good social skills, the ability to handle complaints and ensure these are followed through

To ensure in-house guests do not exceed their in-house credit limit

Maximise in house selling

Be thoroughly familiar with all company selling procedures and promotions

Issue departmental keys/floats according to the company procedure

To achieve a smooth operation by maintaining an efficient and effective filing system for all paperwork relating to guest stay and internal communication

To abide by and adhere to all the hotel rules as set out in the Employee Handbook

To carry out any other duties as reasonably requested by the Management

It is a requirement of the hotel and company that employees avail themselves to training and communication meetings as required, for which advance warning will always be given

To act in accordance with the Fire Regulations

To observe all Security, Hygiene, Weights & Measures, Health & Safety Regulations

To maintain a high standard of personal hygiene and appearance at all times

To attend training courses and meetings as requested


Burton upon Trent, Burton-on-Trent, UK
Full Time

Published on 3 Jun 2021

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