About Company
The Beeches is a distinguished conference centre and hotel nestled in the charming and historic area of Bournville, directly adjacent to Kings Norton. Renowned for its elegant Victorian architecture, meticulously maintained extensive gardens, and a comprehensive suite of modern facilities, The Beeches offers a unique blend of historical charm and contemporary comfort that sets us apart. We are deeply dedicated to providing an exceptional level of service for all our guests, whether they are attending high-profile conferences, celebrating special events, or simply enjoying a tranquil hotel stay, ensuring every visit is memorable, seamless, and exceeding expectations. Our unwavering commitment to excellence extends not only to our guests but also to our cherished team members, fostering a supportive, respectful, and professional environment where individuals can truly thrive, grow, and significantly contribute to our esteemed reputation. We pride ourselves on cultivating a genuinely welcoming atmosphere for every individual who walks through our doors, from a corporate delegate attending a crucial meeting to a leisure guest seeking relaxation, and our dedicated team is consistently at the forefront of delivering on this profound promise of unparalleled hospitality.
Job Description
Are you a highly organised, friendly, and proactive individual with a passion for delivering outstanding customer service? The Beeches, a leading conference centre and hotel renowned for its blend of historical charm and modern amenities, is seeking a dedicated Reception Clerk – Guest Services to join our vibrant team. In this pivotal role, you will be the welcoming face and the helpful voice that defines the guest experience from the moment they arrive until their departure. Your exceptional interpersonal skills, efficient assistance, and meticulous attention to detail will ensure every guest feels valued, understood, and that their needs are met with unparalleled professionalism and genuine care. This isn’t just a front-desk job; it’s an opportunity to be at the heart of our operations, to anticipate guest needs before they arise, and to provide comprehensive support that significantly enhances their stay or event. You will expertly manage various administrative tasks, adeptly handle all inquiries, efficiently process bookings, and swiftly resolve any guest concerns or challenges with a positive and solution-oriented attitude. We are looking for someone who thrives in a dynamic, fast-paced environment, can multitask effectively without compromising on quality, and consistently goes the extra mile to create an inviting, efficient, and memorable reception experience. If you are passionate about hospitality and dedicated to service excellence, join us at The Beeches and become an integral part of a team committed to setting the standard in guest satisfaction and professional hospitality.
Key Responsibilities
- Greet guests warmly upon arrival and manage the check-in and check-out process efficiently and accurately.
- Handle all incoming calls, emails, and in-person inquiries with professionalism, providing comprehensive information about the hotel's services, facilities, and local attractions.
- Process reservations, cancellations, and modifications using our property management system, ensuring all details are correctly recorded.
- Manage guest accounts, process payments, and handle cash and credit card transactions accurately.
- Act as a central point of contact for guest requests and concerns, coordinating with other departments (e.g., housekeeping, maintenance, food & beverage) to ensure timely resolution and guest satisfaction.
- Maintain a tidy and organised reception area, ensuring all necessary supplies and information are readily available.
- Provide administrative support, including filing, data entry, and managing correspondence.
- Promote hotel services and facilities to guests, upsell where appropriate, and encourage repeat business.
- Handle guest wake-up calls and provide information on local transport and amenities.
- Adhere to all health, safety, and security policies and procedures.
Required Skills
- Proven experience in a customer service role, ideally within the hospitality sector.
- Excellent verbal and written communication skills with a professional and friendly telephone manner.
- Strong organisational abilities and attention to detail, capable of managing multiple tasks simultaneously.
- Proficiency in using computer systems, including Microsoft Office Suite and experience with Property Management Systems (PMS).
- A proactive and problem-solving approach, with the ability to handle challenging situations calmly and effectively.
- Ability to work effectively both independently and as part of a team in a dynamic environment.
- Exceptional interpersonal skills, with a genuine desire to assist and serve guests.
Preferred Qualifications
- Previous experience as a Receptionist or Guest Services Agent in a hotel or conference centre.
- Familiarity with the local Kings Norton and Birmingham area, including popular attractions and transport links.
- Knowledge of a second language (advantageous but not essential).
- Experience with a specific Property Management System (e.g., Opera, Mews, Fidelio).
Perks & Benefits
- Competitive annual salary.
- Opportunities for professional development and career progression within our esteemed establishment.
- Comprehensive training programs to enhance your skills and knowledge.
- Generous employee discounts on hotel stays and services.
- Paid annual leave and public holidays.
- Company pension scheme.
- A supportive and collaborative work environment.
- Complimentary meals on duty.
How to Apply
If you are a highly motivated individual passionate about delivering exceptional guest experiences, we invite you to apply! Please click on the application link below to submit your CV and a cover letter outlining your suitability for this role. We look forward to hearing from you!