Title: Receptionist/ Night Receptionist (Newcastle Upon Tyne)

Location: Newcastle Upon Tyne, Tyne and Wear, North East, NE1 6AE, UK

Company: Malhotra Group PLC

Job Title

Receptionist / Night Receptionist

Responsible To

Assistant Site Manager /Manager

Job Purpose

To deliver a consistently high level of guest service during by day/night operations combining reception, night audit, security, porter, housekeeping support, and food & beverage duties, ensuring the hotel operates safely, efficiently, and to company standards throughout the night /day shift.

Main Duties and Responsibilities

Guest Service & Reception

• Provide exceptional guest care at all times and ensure a professional, welcoming service.
• Assist with all guest requests and anticipate guest needs to enhance their stay.
• Deal with guest complaints and comments promptly and professionally, passing feedback to the Manager or Assistant Manager where required.
• Carry out reception and reservation duties including check-ins, check-outs, telephone enquiries, and general administration.

Key Areas of Personal Responsibility and Accountability

• To deliver exceptional service at all times, ensuring high levels of guest satisfaction in line with company standards.
• To handle guest feedback, comments, and complaints professionally, courteously, and in accordance with company policies and service standards.
• To perform all reception and reservation duties accurately and efficiently to the required company standard.
• To comply fully with company audit, financial, and accounting requirements, including night audit and cash handling procedures.
• To report any maintenance issues promptly and ensure they are followed up, particularly where guest comfort, health, and safety may be affected.
• To promote a helpful, professional, and positive image within the department and across the hotel at all times.
• To work cooperatively with colleagues in all departments, ensuring clear communication and effective teamwork.
• To ensure the security of cash, keys, and company property at all times.
• To actively support and participate in sales and marketing initiatives, including promotions and social media activity, where appropriate.

Night Audit & Financial Control

• Ensure all revenues are correctly posted and recorded.
• Complete the Night Audit to company standard and produce all required paperwork.
• Balance banking, cash, and cheques, reporting discrepancies to the Manager or Assistant Manager.
• Ensure the security of cash, keys, and company property at all times.

Night Operations & Porter Duties

• Service and set up function rooms according to function sheets.
• Ensure function rooms are kept clean and tidy at all times, including hoovering and dusting.
• Ensure cupboards are clean, tidy, and stocked with standard stationery.
• Prepare room service trays and deliver room service orders in a timely manner.

Food & Beverage & Bar Support

• Ensure food and beverage service areas are clean, tidy, and ready for service at all times.
• Ensure adequate stock levels including water fridges, milk, sugar bowls, salt and pepper cellars.
• Ensure menus are available on all tables.
• Record all bar purchases and stock movements in line with company procedures.
• Maximise sales opportunities and pass any sales leads to management.
• Report low stock levels to the Head Housekeeper, Assistant Manager, or Manager.

Security, Health & Safety

• Maintain full awareness of hotel security during the shift.
• Conduct at least two full floor walks per shift, ensuring corridors, floors, and external door areas are clear of trays, rubbish, and obstructions.
• Ensure fire exits are clear at all times.
• Report all maintenance issues and ensure they are followed up.
• Work in compliance with COSHH regulations, health and safety, fire safety, and all legal requirements.

Standards, Appearance & Communication

• Maintain high standards of cleanliness throughout the hotel during the shift.
• Ensure effective communication within the department and with other departments.
• Arrive on duty at the correct time.
• Maintain a clean, professional appearance and wear correct uniform and footwear at all times.

Additional Duties

• Carry out any reasonable additional duties within the scope of the role as requested by the Manager/ Assistant Manager.

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