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Receptionist
We are looking for a friendly, professional, and detail-oriented Receptionist to join our team at Crafted. Reporting to the Reception Supervisor and Front of House Manager, you will be the first point of contact for guests, providing a warm welcome and ensuring all front desk functions run smoothly. Your responsibilities will include checking guests in and out, managing reservations, and providing exceptional service to ensure a memorable guest experience.
Responsibilities
- Greet guests upon arrival, handle check-ins/check-outs efficiently, and ensure all guest details are accurately recorded.
- Manage room reservations and bookings, ensuring guests’ requests are met and any special accommodations are noted.
- Provide information about the hotel, amenities, and local attractions while addressing guest requests and resolving issues promptly.
- Handle guest billing, payments, and correspondence with accuracy and professionalism.
- Work closely with the Reception Supervisor and other team members to ensure smooth daily operations.
- Answer calls and emails, redirecting inquiries as necessary, and ensuring timely follow-up.
- Keep up-to-date guest profiles and reservation details in the system, ensuring privacy and confidentiality.
- Promote hotel services, amenities, and local attractions to enhance the guest experience and drive revenue.
- Communicate important guest details and any ongoing issues during shift handover to the next team member.
- Ensure the front desk area and back office is clean, organised, and compliant with health and safety regulations.
- Assist with any guest complaints or issues, escalating when necessary, and aiming for positive resolutions.
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Requirements
- Prior experience in a customer-facing or front desk role, ideally in hospitality or a similar industry.
- Strong organisational skills and the ability to handle administrative tasks efficiently.
- A detail-oriented mindset, with the ability to manage multiple tasks simultaneously.
- Basic knowledge of reservation and hotel management systems is a plus.
- Experience using Tech platforms Mews, Reviniate and Siteminder or similar platforms is preferable but not essential.
- A passion for delivering exceptional guest service and ensuring guest satisfaction.
- Flexibility to work shifts, weekends, and holidays as needed.
About Crafted
Crafted is a series of life-friendly hotels and spaces where guests can be themselves and fill up on the good stuff: nature, food, wellbeing, craft, people and play. Our aim is to create a network of connected destinations that people come back to again and again because it’s where they feel good about life. Somewhere to work on life, come together, and connect locally.
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Crafted’s culture will be inclusive and agile but with ambitious goals and a start-up mentality. We need to execute brilliantly from day one and every team member will contribute wherever they are able. We hire people with personality who have a desire to continuously learn. Each person should bring themselves to work to shape our culture and keep us real, interesting, and original.
To create a comfortable environment for all, guest and staff, we prioritise teamwork over titles: no one’s too important to lend a hand, or too new to have a good opinion. We need low egos but high expectations: people who are humble enough to jump in, and serious about making an impact.
Three values we’ll expect you to live by:
- Enjoy it: it’s still work, but if you’re having fun then so are our guests. It’s ok if you’re humming behind the bar or moving with the music.
- Own it: whoever you are, and whatever your role, someone’s enjoyment is in your hands. Always keep an eye out.
- Improve it: ask for feedback (and don’t be scared of what follows) and be curious. We’ll give you plenty of chances to learn and develop.
Note: positive Environmental, Social and Governance (ESG) principles are integrated across these three values.
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