Funding Source:
  • Holiday Inn Express, Gatwick (Crawley)

Holiday Inn Express London Gatwick - Crawley hotel is just off the M23, near Crawley town centre, and less than 15 minutes by car or bus from Gatwick Airport. It's a 10-minute walk to Three Bridges station, from where our guests and visitors can hop on a train to London or head to Brighton and the Sussex coast.

We are now looking for a Receptionist to join the team at Holiday Inn Express at Gatwick - Crawley.

Being a key part of the Splendid family, all our team members need to be able to commit to:

  • Being the Best;
  • Making Responsible Decisions;
  • Keeping Promises;
  • Treating others, the Way They Would Like to Be Treated;
  • Continually Challenge Yourself and Each other.

Key Responsibilities:

  • Welcome guests in a friendly, prompt and professional manner recognising IHG Rewards Club Members and returning guests.
  • Check guests in, issue room keys, provide information on hotel services and room location.
  • Up-sell rooms and bar where possible to maximise hotel revenue.
  • Answer, record and process all guest calls, messages, requests, questions or concerns.
  • Record guest preferences in the system. Check guests out, including resolving any disputed charges.
  • Accurately process all cash and credit card transactions using established procedures.
  • Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
  • Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty.
  • Book guest reservations for individuals that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changes.
  • Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service.
  • Perform other duties as assigned including serving on bar, cleaning, action special guest requests. 

Person Specification

1.  Knowledge, skills and abilities

  • Friendly and welcoming approaching with an excellent interpersonal skills, including a pleasant telephone manner
  • Ability to remain calm during difficult situations or in a very busy environment
  • Good administrative skills
  • IT literacy - intermediate user knowledge of Microsoft Office (including outlook) and experience using internet portals.
  • Experience using a Property Management System.
  • Have a good command of written and spoken English
  • Be eligible to work in the UK on full time basis
  • Must be flexible to work on rota basis

2.  Proven experience/education level

  • Previous customer service experience in hospitality industry is preferable

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Holiday Inn Express, Gatwick (Crawley)
The Squareabout, Haslett Ave East, Crawley, United Kingdom, R10 1UA
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