The Strand Hotel is looking for a friendly, professional and organised Front Office Assistant to join our team.
As one of the first points of contact for our guests, you will play an important role in creating a welcoming and positive experience from the moment a guest makes an enquiry through to check-out. The role combines traditional reception duties with reservations, guest communication, administration and supporting the smooth day-to-day operation of the hotel.
We are looking for someone who is confident with guests, comfortable using computers, able to multitask and willing to take ownership of problems rather than simply passing them on.
Key Responsibilities
- Welcome guests warmly and provide professional and friendly customer service.
- Manage guest check-ins and check-outs, including verifying booking information and taking payments.
- Answer telephone calls, emails and face-to-face enquiries promptly and professionally.
- Manage reservations received directly and through online travel agencies (OTAs).
- Update room availability, guest details, rates and booking information accurately within the hotel booking system.
- Process amendments, cancellations, extensions and special requests.
- Respond to guest questions regarding rooms, breakfast, hotel facilities, parking, local attractions and the surrounding Eastbourne area.
- Liaise with housekeeping to monitor room status and ensure rooms are ready for arriving guests.
- Communicate maintenance issues, housekeeping requirements and guest requests to the appropriate team.
- Handle guest concerns and complaints calmly and professionally, escalating more serious matters to management when necessary.
- Take and accurately record payments, deposits and other charges.
- Maintain accurate reception records and complete relevant administrative tasks.
- Monitor arrivals, departures, no-shows and outstanding balances.
- Assist with direct bookings and help promote the benefits of booking directly with the hotel.
- Support the hotel in maximising room occupancy and revenue where appropriate.
- Assist guests with luggage, taxis and other reasonable requests when required.
- Maintain a clean, organised and professional reception/front-office environment.
- Follow hotel procedures relating to guest security, confidentiality, keys/access and data protection.
- Follow fire safety, health & safety and emergency procedures.
- Complete appropriate handovers between shifts so that important guest and operational information is communicated clearly.
- Work collaboratively with housekeeping, breakfast, maintenance and management teams.
- Carry out other reasonable duties required to support the smooth operation of the hotel.
What We Are Looking For
The successful candidate should have:
- A friendly, welcoming and professional manner.
- Strong customer-service skills.
- Good spoken and written English.
- Good telephone and email communication skills.
- Confidence using computers and learning hotel reservation systems.
- Good attention to detail when processing bookings and payments.
- The ability to remain calm when reception is busy.
- Good organisational and multitasking skills.
- A responsible and trustworthy approach.
- The confidence to deal with guest concerns professionally.
- The ability to work both independently and as part of a team.
- Flexibility to work different shifts, including weekends and bank holidays where required.
Previous hotel, reception, hospitality or customer-service experience would be advantageous, although attitude, reliability and willingness to learn are equally important.
Personal Qualities
We are particularly looking for someone who is:
Warm and approachable – guests should feel comfortable asking you for assistance.
Proactive – you notice what needs doing and take action without always waiting to be asked.
Commercially aware – you understand that good customer service, direct bookings and guest satisfaction contribute to the success of the hotel.
Calm under pressure – hotels can be unpredictable, particularly during busy check-in periods.
Detail-focused – booking dates, payments, room allocations and guest requests need to be recorded accurately.
A team player – reception works closely with every other department in the hotel.
Pay: Up to £12.71 per hour
Work Location: In person
