Receptionist

Job Title

Receptionist

Job Purpose

Searles Leisure Resort is a family run holiday resort located on the Norfolk coastline in Hunstanton. It has been a trusted destination for UK seaside breaks for over 70 years, built around the motto: "creating happiness for all ages." As part of the larger Searles Leisure Group, the resort offers a friendly, welcoming atmosphere and strong community values. The role supports the Company's mission and objectives through compliance with Policies and Procedures.

Key Responsibilities

• Welcoming guests and checking them in, passing accurate information about their stay.
• Answering telephone and email enquiries.
• Using the computerised booking system to make reservations.
• Ensuring reception foyer areas meet high presentable standards and that the reception is opened and closed in line with department procedures and policy.
• Preparing packs for daily arrivals and welcome packs for the housekeeping department to ensure efficient checking in and arrival processes.
• Providing customer service and information, including handling customer queries, potential future bookings, general resort information and complaints.
• Preparing departures so that the final contact with guests is warm and friendly, leaving a positive lasting memory.
• Assisting the Guest Experience Manager with resolving customer complaints about quality or service.
• Ensuring compliance with documented procedures covering all general duties and preparation tasks carried out by the reception team and completing all reception administration.
• Reporting any maintenance issues and equipment requirements.
• Following all cash handling procedures to ensure the security of cash and banking.
• Maintaining an accurate and orderly key tracking system at all times.
• Storing or destroying customer details documentation securely in compliance with GDPR.
• Assisting with day to day problem solving and escalating issues to relevant departments where required (e.g., maintenance).
• Complying with all regulations and policies such as the Data Protection Act, Health & Safety, and Safeguarding, ensuring a safe working environment for all staff members.
• Participating in training and development activities for continuous professional development and team meetings.
• Acting as an ambassador for the business and promoting the Company externally on all occasions.
• Performing any other duties as required.

Key Relationships

• Reception Manager
• Assistant Reservations Manager
• Revenue Manager
• Guest Experiences Manager
• Reception and Reservations Team

Education, Training & Experience

• Reception experience desirable.
• Administration experience.
• Experience of Guestline (Reslynx PMS) and ResDiary (Desirable).
• Attention to detail, organised and passionate about providing exceptional service.
• Teamwork skills and the ability to act as the public face of the business.
• Computer literate with proficiency in Microsoft Office.

Key Qualifications & Requirements

• Full valid Driving Licence for the UK (Desirable).
• Flexible schedule for working hours.
• Maintains a professional standard of work attire.
• Excellent verbal and written communication skills.
• A passion for delivering excellent customer service.
• Ability to take initiative.
• Professional, thorough, organised and efficient.
• Enthusiastic and energetic team player.
• Ability to multi task and remain calm while under pressure.
• Strong work ethic.
• Good time keeping skills.
• Polite and well mannered with good communication skills.

Hours of Work & Contract

35 hours per week (yearly average). Shifts are 5 days per week, including weekends and bank holidays on a rota basis. Hours will generally be between 08:00 and 20:00, with some split shifts, weekend and public holidays worked as required. The contract is permanent.