Provides professional front-desk and guest services during weekend shifts, including check-in and check-out, reservations, event bookings, telephone and email enquiries, payment processing, access control, records administration, and complaint resolution. The role maintains a welcoming reception environment, coordinates with internal departments, protects confidential information, supports events, and assists with training and wider hotel operations.
We are looking for two weekend Receptionists to join our Front of House team.
Two shifts are available:
Saturday/Sunday, early shift (07:15 – 15:15)
Saturday/Sunday, late shift (14:00 – 22:00)
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.
Two shifts are available:
Saturday/Sunday, early shift (07:15 – 15:15)
Saturday/Sunday, late shift (14:00 – 22:00)
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.
Key Responsibilities
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.
Skills, Knowledge and Expertise
Essential Criteria
Experience
- Experience of working in a reception, front-of-house, hospitality or customer service environment.
- Experience of dealing with customers or visitors in person, by telephone and via email.
- Experience of carrying out administrative duties accurately and efficiently.
Knowledge and Skills
- Excellent verbal and written communication skills.
- Strong interpersonal skills with the ability to build positive working relationships at all levels.
- Excellent customer service skills and a commitment to delivering a positive customer experience.
- Strong organisational and time management skills, with the ability to manage competing priorities.
- Good numeracy skills and the ability to process payments accurately.
- Proficiency in Microsoft Office applications and other business systems.
- High levels of accuracy and attention to detail.
- Ability to identify problems and take appropriate action within agreed procedures.
Personal Attributes
- Professional, approachable and customer-focused.
- Reliable, dependable and punctual.
- Flexible and proactive in supporting operational requirements.
- Able to work effectively both independently and as part of a team.
- Able to maintain confidentiality and handle sensitive information appropriately.
- Calm and professional when dealing with challenging situations and competing demands.
- Takes pride in delivering high standards of service.
Desirable Criteria
- Experience of working within the hospitality sector.
- Experience of using reception, booking or property management systems.
- Knowledge of visitor management, health and safety or security procedures.
- Experience of supporting meetings, events or conference facilities.
*Applicants are advised to apply early as we reserve the right to close the advert prior to the advertised closing date should we receive a large number of applications.
Benefits
We offer multiple benefits to our HQ employees including: competitive salary, life assurance, private healthcare, enhanced pension contribution, enhanced leave, employee assistance program, onsite free lunches and refreshments, free onsite gym, free onsite parking, 26 days holiday (increasing with length of service), mental health clinics, support for continuous professional development, employee discounts and more….
About
The Police Federation of England and Wales is the staff association representing 150,000 police officers and special constables up to and including the rank of chief inspector. We have a statutory obligation to ensure the views of our members are accurately relayed to government, opinion formers and key stakeholders. To ensure this we measure the work we do and what we seek to achieve against our organisational aims and objectives.
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