About Company
The Childwall Abbey Hotel stands as a cherished landmark in the historic Childwall area of Liverpool. Steeped in history and character, our hotel blends traditional charm with modern comforts, offering guests a unique and memorable stay. We are renowned for our warm hospitality, excellent service, and our commitment to creating a welcoming ‘home away from home’ experience for all visitors. Our beautiful premises feature comfortable accommodations, a popular bar, and a restaurant, making us a vibrant hub for both locals and travelers exploring the vibrant city of Liverpool. As a team, we are dedicated to upholding our reputation for outstanding guest satisfaction and fostering a supportive and engaging work environment for our employees.
Job Description
Are you a naturally warm, engaging, and highly organised individual with a passion for delivering exceptional guest experiences? The Childwall Abbey Hotel, a cornerstone of hospitality in the historic Childwall area of Liverpool, is seeking a dedicated and enthusiastic Front Desk Agent to join our vibrant team. We pride ourselves on creating a welcoming and memorable stay for every guest, blending traditional charm with modern comforts. As the first point of contact for our valued visitors, you will play a pivotal role in shaping their perception of our hotel, embodying our commitment to outstanding service from the moment they arrive until their departure. This is more than just a job; it’s an opportunity to become an integral part of a close-knit team in a truly unique establishment.
In this dynamic role, you will be responsible for a wide range of duties that ensure the smooth and efficient operation of our front desk. From handling reservations and managing check-ins and check-outs with speed and professionalism, to addressing guest inquiries and resolving any concerns with empathy and efficiency, your daily tasks will be varied and rewarding. You will be instrumental in maintaining our high standards of cleanliness and organisation at the reception area, ensuring it always presents a welcoming face to our guests. A keen eye for detail is essential, as is the ability to multitask effectively in a fast-paced environment, particularly during peak hours. You will also be expected to process payments accurately, reconcile daily transactions, and maintain meticulous records, contributing to the financial integrity of the hotel.
Beyond the transactional aspects, we are looking for someone who genuinely enjoys interacting with people, someone who can offer local recommendations, anticipate guest needs, and go the extra mile to make their stay truly special. Whether it’s arranging a taxi, providing directions to Liverpool’s iconic landmarks, or simply offering a friendly smile and a listening ear, your contribution will directly impact guest satisfaction and loyalty. You will also collaborate closely with other departments, including housekeeping, reservations, and management, to ensure seamless communication and a cohesive guest experience. Your ability to communicate clearly and effectively, both verbally and in writing, will be key to your success and the overall efficiency of our operations. If you are passionate about hospitality, thrive in a supportive team environment, and are eager to grow your career within a reputable establishment, we encourage you to apply and become a part of The Childwall Abbey Hotel family.
Key Responsibilities
- Warmly greet and welcome guests upon arrival and manage efficient check-in and check-out processes.
- Handle all guest inquiries, requests, and complaints promptly and professionally, ensuring guest satisfaction.
- Manage hotel reservations, including processing bookings, cancellations, and modifications.
- Operate the hotel's Property Management System (PMS) effectively for guest data and room allocation.
- Process payments accurately, handle cash, credit card transactions, and reconcile daily financial reports.
- Maintain a tidy and organised reception area, reflecting the hotel's high standards.
- Provide guests with accurate information about hotel facilities, services, and local attractions/directions.
- Answer and direct incoming calls, taking messages as necessary.
- Collaborate with housekeeping and other departments to ensure guest rooms are ready and issues are resolved.
- Assist guests with luggage handling and call for taxis or other transportation as required.
- Adhere to all hotel policies and procedures, including safety and security protocols.
Required Skills
- Exceptional customer service and interpersonal skills
- Excellent verbal and written communication abilities
- Proficiency in basic computer skills and office software
- Ability to multitask and work effectively under pressure
- Strong organisational skills and attention to detail
- Problem-solving capabilities with a calm and positive attitude
- Team-oriented mindset and ability to collaborate effectively
Preferred Qualifications
- Previous experience (6+ months) in a hotel front desk or customer service role.
- Familiarity with Property Management Systems (PMS) such as Opera, Fidelio, or similar.
- Knowledge of the local Childwall and wider Liverpool area for guest recommendations.
- Additional language proficiency is a plus.
Perks & Benefits
- Competitive salary and opportunities for growth within the hospitality sector.
- Employee discounts on hotel stays and services.
- Comprehensive training and development programs.
- A supportive and friendly team environment.
- Pension scheme contributions.
- Complimentary meals during shifts.
How to Apply
If you are passionate about delivering outstanding guest experiences and are ready to contribute to a dynamic team, we encourage you to apply! Please click on the application link below to submit your CV and cover letter, outlining why you are the perfect fit for The Childwall Abbey Hotel.