GreyFriars Hotel
GreyFriars is an exquisite, Michelin-recommended luxury hotel with superb restaurant and lounge bars, opened in 2015. Beautifully appointed with our guests' comfort and convenience in mind, GreyFriars offers five-star service, comfortable Club Rooms, larger Classic Rooms and spacious luxury Suites. It is a destination in its own right and the ideal place to stay when visiting Colchester, Constable Country and this part of East Anglia.
The Role – Reservationist/Receptionist
We are looking for an enthusiastic and personable hospitality professional to join our Reception and Reservations team.
As the first point of contact for many of our guests, whether in person, by telephone or via email, you will play a vital role in creating exceptional first impressions and delivering the warm, attentive service for which GreyFriars is renowned.
This is a varied, hands-on role combining reception, reservations and guest services. You will be responsible for ensuring every guest enjoys a seamless experience from their initial enquiry through to departure, while working closely with our Housekeeping, Food & Beverage and Events teams to deliver the highest standards of hospitality.
Key Areas of Responsibility
- Manage bedroom and restaurant reservations using the Hotel Management System (HMS) and ResDiary.
- Respond promptly and professionally to telephone, email and online enquiries.
- Welcome guests, complete check-in and check-out procedures and process payments accurately.
- Prepare, check and settle guest accounts and process deposits where required.
- Record guest preferences and special requests, ensuring these are communicated effectively to the relevant departments.
- Respond to wedding and event enquiries and ensure a seamless handover to the Events Team.
- Escort guests to their rooms and assist with luggage where required.
- Process room service orders and assist with guest requests throughout their stay.
- Arrange taxis and other transport requirements for guests.
- Ensure the Reception area is presented to the highest standard at all times.
- Manage the hotel's secure gate entry system for arriving guests.
- Maximise room occupancy through effective reservation management and promote bedroom upgrades and hotel experiences where appropriate.
- Develop a strong knowledge of GreyFriars, local attractions and transport links to confidently assist guests.
- Handle guest feedback and resolve enquiries professionally, escalating where appropriate.
- Report maintenance and health & safety issues promptly to the Duty Manager.
- Maintain the highest standards of personal presentation and professionalism at all times.
- Work closely with all hotel departments to ensure a seamless guest experience.
- Maintain confidentiality of guest information and comply with GDPR requirements.
- Attend departmental meetings and training sessions as required.
- Undertake any other reasonable duties requested by the Management Team to support the smooth operation of the hotel.
This role will include evenings, weekends and bank holidays on a rota basis.
Pay: £26,436.80 per year
Benefits:
Work Location: In person
