Hotel receptionist

Your role: At a glance

To deliver friendly efficient customer service and to create a warm and welcoming atmosphere for all guests.

• To provide excellent customer service.
• To welcome guests to the hotel and fulfil any reasonable requests to ensure their satisfaction.
• To adhere to all Wetherspoon standard operating procedures (SOPs) and company policies, to maintain a clean, safe and legal workplace.

Essential requirements:

All of the training which we provide will teach you everything you need to know to succeed, but there are a few essential requirements you’ll need to start:

• Be aged 18 years or over.
• Have a proof of right to work in the place where you will be based (UK or ROI).
• Have a bank account in your own name in the place where you will be based (UK or ROI).
• Be able to converse in English and to understand the language to complete training and other duties associated with your job role.
• Have a fixed place of residence within reasonable travelling distance of your place of work.
• Basic computer literacy.

About you:

• Demonstrate passion and enthusiasm in your role and show commitment to your pub and to Wetherspoon.
• Remain calm when working in a fast-paced environment.
• Have a friendly nature and the ability to develop good communications skills.
• Have the ability to manage time and prioritise tasks, with good organisational skills, to ensure that each shift runs smoothly and efficiently.
• Be honest, trustworthy and respectful.
• Adhere to Wetherspoon’s appearance standards.
• Receive regular feedback from the management team and achieve any actions agreed on.

A day in the life:

• Work as a team throughout the business to achieve the company’s mission statement: ‘To have by far the best CQSMA standards in the pub world, to be the best company to work for and, by doing these things, to be the most profitable.’
• Deliver consistently high standards of cleanliness, quality, service, maintenance and atmosphere (CQSMA).
• Be welcoming to customers – interact, say ‘hello’; just as important, say ‘thank you’ and ‘goodbye’.
• Fulfil any reasonable requests from guests to ensure their satisfaction. Encourage guest loyalty by consistent good performance.
• Respond to any guest feedback in a positive and helpful manner, seeking support, if required. Feed back all complaints to the management team.
• Be aware of, and knowledgeable about, all promotions, events and pricing in your hotel, in order to provide information to guests and to maximise bedroom sales opportunities.
• Respond to all enquiries in a professional and courteous manner, in person, by e-mail or on the telephone.
• Maintain office administration in line with company policies and General Data Protection Regulations (GDPR), including full, correct and proper use of all duty manager’s log books, guest and employee contact details, CCTV, keys, safe, storage of paperwork and all other logs.
• Carry out administrative tasks:
  • Reservations, cancellations and no-shows.
  • Manage check-ins, check-outs and aftercare.
  • Provide reports as necessary (eg for housekeeping or management tasks).
• Check that all bedrooms/conference rooms and all other associated areas within your responsibility are cleaned and maintained within guidelines. Take pride in maintaining the highest standards of cleanliness by adopting our Clean As You Go (CAYG) philosophy.
• Conduct regular security checks, including fire safety checks, throughout your shift, reporting any issues to your line manager.
• Provide an immediate report of any safety hazards, accidents, incidents or maintenance issues.
• Be responsible for evacuation, in the case of emergency, liaising with guests and the emergency services.
• Carry out any reasonable task as requested by the management team to meet the needs of the business.