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About the Role
The Reception team serves as the first point of contact for all guests and visitors to the RCGP, committed to providing the highest level of customer service in all actions.
Responsibilities
- Maintain a positive culture throughout the department.
- Provide the highest level of service to consistently exceed guest expectations.
- Warmly welcome all visitors and guests, ensuring eye contact and a smile at all times.
- Ensure everyone is aware of forthcoming daily events being held in the venue.
- Deal with visitor enquiries and requests.
- Assist in handling visitor passes and directing visitors as appropriate.
- Issue Searcys day passes, Members passes and Gym passes.
- Answer all calls within 3 rings and attend to voicemails as soon as possible.
- Receive and transfer telephone calls (internal).
- Respond to e-mails as soon as possible, no later than 12 hours after receiving it.
- Take bedroom reservations on the Guestline booking system for individual and group guests via phone, email, or in-person.
- Check-in and out overnight guests, individual and group.
- Obtain and maintain complete and accurate guest records of address and contact details as required by UK law.
- Advise the housekeeping department of all changes in allocation or occupancy, as well as any special requests for overnight guests.
- Liaise with the engineering and IT teams to log, follow up and resolve any issues noted or reported by guests or colleagues in the bedrooms or at the desk.
- Promote bedroom facilities on check-out for future bookings.
- Ensure all charges are posted correctly to guests' accounts.
- Take payments for overnight stays for individual guests and assure those are posted correctly.
- Take payments for additional services like extra breakfasts and assure those are posted correctly.
- Be fully aware of cash handling policies and cashing up procedures and adhere to them at all times.
- Be fully aware of all available rates and promotions for college members.
- Be fully aware of all corporate memberships and the associated benefits.
- Maintain a good knowledge of all products and services available to overnight guests and day visitors within 30 Euston Square, as well as Searcys.
- Ensure all guest feedback and complaints are dealt with in a professional and friendly manner, advising the DM and/or Reception Manager of the outcome or asking for assistance.
- Cover the Exams reception Desk as and when necessary.
- Ensure the Members Lounge checklist is completed daily.
- Ensure the desk and reception areas are presentable at all times.
- Liaise with colleagues of all other departments to ensure a smooth running of the operation and to ensure full guest satisfaction.
- Assist with training of new staff.
- Be fully aware of all standards and procedures as outlined in the Searcys Handbook and adhere to them at all times.
- Be fully aware of all standards and procedures for the reception department as laid out by the Reception and Accommodation Manager and adhere to them at all times.
- Undertake any reasonable requests made by the company, including flexibility in hours, location, and responsibilities.
Requirements
- Excellent product knowledge
- Excellent communication skills
- Excellent time management
- Supportive / Team player
- Excellent customer service skills
Skills
- Guestline booking system
- Cash handling
- Customer service
- Communication
- Time management
Location
- London
Work Type
- Permanent
- 40hrs per week
- Morning and evening shift rotation
Salary/Compensations
- £30,784
Benefits
- 50% discount across Searcys venues
- Enrolment into the Searcys pension scheme
- Up to 38 days annual leave (dependent on job role)
- Enhanced Maternity and Paternity Leave
- Access to everyday discounts and communication portal
- Employee assistance program and qualified Mental Health First Aiders
- Monthly Chef wellbeing and supplier trips
- Chef whites and shoes provided
- Opportunity to enrol into the WSH Group Chef Academy
- Meals are provided on shift when working within one of our venues
- Your birthday off to celebrate in style
- A day off to volunteer/give back to the charity of your choice
- A wide selection of Searcys ibelong Events.
About the Company
- 30 Euston Square is a Grade II* listed award-winning events venue in a perfect central London location.
- From meeting and conference spaces to private dining and rooftop terraces, the venue offers an iconic setting for any occasion.
- This venue is unique to Searcys as is the only property within the estate that is home to a selection of boutique bedrooms.
- We are the oldest caterer in the UK, founded in 1847.
- Working with us means being part of London’s most prestigious events and some of the country's most iconic venues.
- You’ll gain valuable experience and mentoring from skilled colleagues and have a chance to write your own chapter in our celebrated history.
- A career at Searcys means being part of something special.
- With our rich heritage, and ever-growing business, we will be delighted if you join us – a company with a strong sense of pride and belonging.
- To find out more on the rich history of Searcys, please visit our website at www.searcys.co.uk