Customer Service

- Provide a polished, professional and welcoming first impression for all guests, overseeing arrival and departure experiences and ensuring luggage assistance and valet parking are delivered to the highest standard. - Maintain comprehensive knowledge of all hotel services, facilities, accommodation types, rates, dining options, menus and packages, ensuring the reception team is consistently well informed and confident in their delivery. - Proactively enhance the guest experience through tailored recommendations for local attractions, dining and activities, using strong local knowledge and guest insight. - Set and uphold exceptional standards of communication across telephone, email and face-to-face interactions, ensuring the reception team represents Palé Hall with professionalism and warmth at all times. - Oversee check-in and check-out procedures, ensuring accuracy of guest accounts, billing and payment processes, and delivering a seamless and well-managed guest journey. - Supervise and manage reservations, cancellations and amendments for bedrooms, restaurants and events, ensuring systems are used accurately and efficiently. - Ensure all reception records, reports, daily logbooks and shift handovers are completed accurately and to a high standard. - Manage and delegate administrative responsibilities, including guest correspondence, billing queries and departmental documentation, ensuring compliance with hotel procedures. - Lead the promotion of hotel services, experiences and special offers, guiding the team to confidently recommend upgrades, dining options and added-value services to enhance guest satisfaction and maximise revenue. - Work closely with Housekeeping, Kitchen, Food & Beverage and other departments to coordinate daily operations and ensure seamless communication across the hotel. - Demonstrate leadership through flexibility and a hands-on approach, providing support to other departments when required and setting a positive example for the team. - Support the training, development and ongoing performance of reception colleagues, contributing to a culture of continuous improvement and service excellence. - Ensure full compliance with all hotel policies and procedures, including Health & Safety, fire and emergency protocols. xohmjla - Take responsibility for maintaining the safety, security and confidentiality of guests, staff and hotel property at all times.