Receptionist Job Description
Job Title
Hotel Receptionist
Location
Hunday Manor Hotel, Workington, Cumbria
Reports To
Front of House Manager / Hotel Manager
Job Type
Full-time and Part- time available.
About Hunday Manor Hotel
Hunday Manor Hotel is a welcoming country house hotel located on the outskirts of Workington, Cumbria our renovation work is almost complete, and we are looking for an outstanding individual to join our team. We pride ourselves on delivering exceptional customer service, creating memorable guest experiences, and maintaining the highest standards across all areas of the hotel. We are looking for a professional, friendly, and organised Receptionist to become an integral part of our Front of House team.
Role Purpose
As the first point of contact for our guests, the Receptionist plays a vital role in creating a warm and professional first impression. You will be responsible for managing reservations, checking guests in and out, handling enquiries, and ensuring the smooth day-to-day operation of the hotel reception using the Rezcontrol Property Management System (PMS).
Key Responsibilities
- Welcome guests with a friendly, professional, and approachable manner.
- Complete efficient guest check-ins and check-outs.
- Manage reservations using the Rezcontrol hotel management system.
- Process amendments, cancellations, and group bookings accurately.
- Answer telephone calls and email enquiries promptly and professionally.
- Provide guests with information about the hotel, facilities, local attractions, and surrounding area.
- Handle guest requests and resolve any concerns or complaints efficiently, escalating where appropriate.
- Process guest payments and maintain accurate financial records.
- Reconcile daily cash, card payments, and reception reports.
- Liaise effectively with Housekeeping, Food & Beverage, Maintenance, and Management to ensure excellent guest service.
- Ensure guest profiles and booking information are accurately maintained within the PMS system.
- Maintain confidentiality of guest information in accordance with GDPR.
- Promote hotel services, dining options, events, and upgrades to maximise revenue opportunities.
- Assist with administrative duties, filing, and reporting as required.
- Ensure the reception area remains clean, organised, and welcoming at all times.
- Follow all company policies, health and safety procedures, and fire evacuation protocols.
Skills & Experience
Essential
- Previous customer service experience.
- Excellent communication and interpersonal skills.
- Strong organisational skills and attention to detail.
- Good computer literacy and confidence using reservation or booking systems.
- Ability to work under pressure while maintaining a calm and professional manner.
- Flexible approach to working shifts, including evenings, weekends, and bank holidays.
- Professional appearance and positive attitude.
- Previous experience in using hotel PMS systems.
Desirable
- Previous hotel reception experience.
- Experience using the Rezcontrol Property Management System.
- Knowledge of hotel operations and hospitality standards.
- Cash handling and payment processing experience.
Personal Qualities
- Friendly and approachable.
- Reliable and punctual.
- Team player with a willingness to support colleagues.
- Positive attitude with a passion for delivering outstanding guest service.
- Excellent problem-solving skills.
- Able to multitask and prioritise effectively.
- Professional and trustworthy.
Working Hours
Shifts will be worked on a rota basis and may include:
- Early shifts
- Late shifts
- Evenings
- Weekends
- Bank Holidays
Flexibility is essential to meet the operational needs of the hotel.
What We Offer
- Competitive rate of pay.
- Company pension scheme.
- Staff meals whilst on duty (where applicable).
- Employee discounts across the hotel.
- Training and development opportunities, including Rezcontrol system training.
- Supportive and friendly working environment.
- Opportunities for career progression within the hotel.
Equal Opportunities
Hunday Manor Hotel is committed to creating an inclusive workplace where everyone is treated with dignity and respect. We welcome applications from candidates of all backgrounds and are committed to equal opportunities in employment.
Pay: From £13.06 per hour
Benefits:
- Employee discount
- Free parking
- On-site parking
Work Location: In person
