About this role
We are looking for two week day Receptionists to join our Front of House team. Two shifts are available: Monday – Friday, early shift (07:15 – 15:15) Monday – Friday, late shift (14:00 – 22:00) We welcome applicants that are seeking a job share. The Front of House team provide an efficient, professional and customer-focused reception service to all hotel guests, delegates, staff and visitors through face-to-face, telephone and email communication, acting as the first point of contact for Federation House and ensuring a positive and welcoming experience for all visitors. Front of House and Reception Deliver a professional, welcoming and customer-focused reception service to all visitors, guests, delegates and staff. Act as the first point of contact for all reception enquiries, responding promptly and professionally in person, by telephone and by email. Maintain a well-presented, organised and welcoming reception environment at all times. Reservations and Bookings Manage accommodation reservations, event bookings and associated administrative processes. Allocate rooms and facilities as required, ensuring records are accurate and up to date. Liaise with guests, delegates and colleagues to ensure booking requirements are met effectively. Guest Services Complete guest check-in and check-out processes accurately and efficiently. Obtain, verify and record guest, billing and contact information in accordance with organisational procedures. Provide information and assistance to guests, delegates and visitors throughout their stay. Ensure that newspapers and parcels are delivered to rooms without delay. Telephone and Communication Services Operate the switchboard efficiently, handling calls in a courteous and professional manner. Accurately relay messages and ensure enquiries are directed to the appropriate person or department. Respond to routine enquiries and escalate issues where necessary. Financial Administration Process payments accurately in accordance with organisational procedures. Maintain accurate records relating to financial transactions and ensure that all charges are correctly entered on the guest's bill and that this is up to date at all times. Undertake basic reconciliation and administrative tasks associated with reception activities. Liaison and Coordination Develop and maintain effective working relationships with colleagues across Federation House and Headquarters functions. Coordinate effectively with relevant departments to support guest services, events and accommodation requirements. Share information promptly to ensure the smooth operation of services. Security and Access Control Maintain the security of guests, visitors, staff and premises within areas under the postholder's control. Operate visitor access and entry control systems in accordance with established procedures. Report security concerns, incidents or breaches promptly and appropriately. Customer Experience Respond positively and professionally to customer feedback, compliments and complaints. Resolve routine issues wherever possible and escalate more complex matters appropriately. Promote a positive image of Federation House through excellent customer service standards. Administration, Confidentiality and Compliance Maintain accurate records, databases and filing systems. Handle personal, financial and organisational information sensitively and confidentially. Comply with data protection requirements, organisational policies and relevant legislation. Ensure records are maintained securely and accurately. General Responsibilities Undertake any other duties reasonably required and consistent with the level of the post. Participate in training and development activities as required. Comply with all organisational policies, procedures, codes of conduct, and health and safety requirements. Contribute positively to a collaborative and professional working environment. Support the wider operational needs of Federation House by undertaking additional tasks and responsibilities as directed by supervisors, managers, or the Senior Management Team Provide support across the Reception team and undertake the duties of colleagues during periods of annual leave, sickness absence, vacancies or other operational requirements. Occasional Duties: Prepare for and assist at any special functions which may sometimes occur outside normal working hours. Report, and where possible take action about customer or client complaints or compliments Report, and where possible take action for any incidents or accidents, fire, loss, theft, damage or other occurrences. Attend training courses as directed. Support the team to train and mentor new colleagues. Please note that these duties and responsibilities are not exhaustive and maybe changed from time to time in line with the reasonable requirements of the Police Federation and as directed by the line manager, on behalf of the National Secretary.