• Job no: PIH00101
  • Posted : 25 Oct 2017
  • Contract type: Full time
  • Location: Dubai, United Arab Emirates
  • Department : Operations

What you will be doing

Our Receptionists provide outstanding guest service from arrival, check-in and beyond - delivering our guest promise each and every time in a friendly, welcoming manner assuring the Hotel’s vision and values in view of our customers are delivered. The main responsibility of the our Receptionists is to respond courteously to guests requests, play a role in the general operation of the reception desk and assist the Reception Team Leader.

You will:

Understand our Commercial Success:

  • Ensure the reception area is operated in a highly efficient manner in order to create a positive lasting impression on all our guest, visitors, suppliers and other external parties.
  • To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service.
  • Answer telephone calls ##ly and clearly in a polite and helpful manner.
  • Be fully aware of all promotions, activities and events in the surrounding area.
  • Ensure check in and check outs are followed as per Premier Inn brand standard.
  • Carry out general office duties, including correspondence, emails and filing and to ensure the smooth running of the reception area.
  • Ensure payments are dealt with according to hotels standards and the company’s cash handling procedures.
  • Use the correct procedures regarding the acceptance of foreign currencies, credit cards and cash in accordance with the hotel credit policy.
  • Follow company brand standards
  • To administer all routes of reservations to ensure that room bookings are made and recorded accurately.
  • To ensure that all reservations and cancellations are processed efficiently.
  •  To keep up to date with room prices and special offers to provide accurate information to guests.
  • To help and provide assistance to the Hotel sales manager is generating leads and logging correctly as per the Hotel standard.
  • Act in accordance with policies and procedures when working property management systems and revenue management system
  • Keep  clear and comprehensive records of guest room bookings and all billings for accountability and future reference

Have a Customer is our First Choice Focus:

  • Understand the Guest needs and handle complaints in a  professional manner
  • Delivering the guest journey as per Premier Inn brand standard.
  • Deal proficiently and professionally with any guest queries and complaints.
  • Understand guest feedback online and explore options for continuous improvement.
  • Delivering guest service standards and ensuring everyone understand the common goal.
  • Delivering the Good Night Guarantee as per Premier Inn standard.
  • Demonstrate genuine care for all guests across all operational areas.
  • Liaison with other departments for all guest needs and complaints in a professional manner.
  • To ensure safety of all Guest is in line with the Safety procedures and guidelines set for Premier Inn.
  • Demonstrate a high level of customer service at all times
  • To give clients a remarkable first impression about the hotel, and welcomes them warmly with a broad smile as they make their reservations.

Demonstrate Leadership Spirit

  • Act as a brand ambassador to ensure product information is regularly delivered to guests and the wider market in a professional manner
  • Work as a team to really understand our promise and purpose delivering the Premier Inn proposition.
  • Act as a positive role model, demonstrating passion for our business.
  • Continually reviewing and improving own and wider teams activity, output and behavior.
  • Constantly striving to each outside the expected levels of performance.
  • Ensure the health and safety of guests and team members alike at all times.
  • Demonstrate flexibility in working different shifts as requested by your line manager based on business requirements

Focus on PIH’s Brand Identity

  • Ensure Premier Inn brand is maintained in all processes and ways of working.
  • Constantly and consistently demonstrate commitment to Premier Inn brand when working with other departments/ teams.
  • Maintain the brand in conversation with every guest, visitors, suppliers and other external parties

Have the following Skills/Knowledge & Competencies required for the role:

  • Exhibit excellent knowledge of customer service
  • Good interpersonal skills.
  • Ability to multi-task
  • Competent level of IT proficiency
  • Ability to work on own and as part of the team.
  • Structured and organized
  • Meticulous
  • Eye for detail
  • Analytically inclined
  • Strong with numbers
  • Excellent grooming standards