Responsibilities • To ensure the well-being, satisfaction and comfort of all guests within the limits of the Department and to establish a highly personalised style of service and attention to guests in keeping with the atmosphere of a luxury country hotel. • To be responsible for the smooth “check-in and check out” of guests in accordance with the standards laid down in the training manual and standards of performance manual. • To efficiently and courteously “room” guests in accordance with the standard of procedure. • To establish a courteous, helpful and friendly attitude to all guests at all times and to use guest names at every available opportunity. • To maintain a high standard in personal appearance and demeanour. • To have a good working knowledge of all departments of the Hotel. • To liase with the senior reservationist, when working on the late shift, to ensure the correspondence for the following day is fully understood. • To have a full understanding of all equipment within the Front Office including Opera, Open Table, Word, Excel and Email. • To be familiar with all reservation tasks in order to cover this role if required. • To work as a team in a constructive manner that enables Cliveden to achieve the objective of being a market leader in the luxury hotel sector. • To be efficient and well-informed in taking restaurant reservations, in the absence of the Restaurant Manager – availability, prices and any restrictions. • To be well-informed of the ‘market; - all aspects of accommodation as well as traditional sales areas in F & B and other hotel services. • To record all relevant comments of appreciation, suggestions and maintenance points in order to initiate follow up. • To know and understand the current policies and procedures of the Hotel and Spa. • To be responsible for monies in your care as per cashiering shift and in the Main Safe and be aware of security issues. • Ensure correct hand-over procedure of day’s business with regard to cover and cashiering. • To be aware of the problems arising with reference to queries on accounts and restaurant bills. To be familiar with how to rectify these and explain fully, adjusting if necessary. • To be aware of complaints/problems and Guest history information and bring them to the attention of the Reception Manager, Duty Manager and to offer assistance. • To make sure that Company Policy and the Vision are followed at all times. • To be fully aware of the Hotel’s Fire Safety procedures and Health & Safety regulations. • To attend training and development courses as required.