Host / Receptionist

27 أكتوبر، 2022

0 4 3 دقائق

Host / Receptionist

الوصف الوظيفي

Objectives

Ensure the highest level of customer care and satisfaction at all times
Ensure all customers and visitors receive a pleasant and courteous welcome, promoting the professional image of the company

Answer all internal and external calls swiftly and direct them effectively
Help Retailer to achieve industry-leading standards of process efficiency and cost control • Ensure compliance with company policies and industry guidelines
Greeting guests as they enter, and putting them on a waiting list as necessary.
Providing guests with menus and answering any initial questions.
Seating guests at tables or in waiting areas.
Assigning guests to tables they prefer, while keeping table rotation in mind so that servers receive the right number of customers.

Engaging with guests to ensure they're happy with food and service.
Responding to complaints and helping to resolve them.
Answering phone calls, taking reservations and answering questions.
A knowledge of the menu.
Helping out with other positions in the restaurant as needed.
Providing great customer service

Key Tasks

Objective: Ensure the highest level of customer care and satisfaction at all times

Maintain presence at reception desk, ensuring that all customers queries, whether in person or on the telephone, are answered and dealt with immediately.
Page members of staff as needed, monitoring where and to whom customers are referred. • Establish message and sign in and out systems to monitor whereabouts of key personnel at all times.

Objective: Ensure all customers and visitors receive a pleasant and courteous welcome, promoting the professional image of the company.

Develop and maintain excellent working relationships with customers by meeting and exceeding their expectations.
Direct all customers towards the seating area when waiting for attention and offer refreshments. • Ensure the reception desk is kept tidy to promote the professional image of the Retailer. • Handle dissatisfied customers calmly and bring customer complaints to the attention of the Brand Manager immediately.

Objective: Answer all internal and external calls swiftly and direct them effectively

Answer all calls promptly and in a consistently professional and friendly manner.
Ensure all calls are properly identified and announced and the caller’s business is established. • Notify the Brand Manager of calls not being answered or returned by any member of staff.

Objective: Help Retailer to achieve industry-leading standards of process efficiency and cost control • Listen carefully and write messages clearly and legibly.

Ensure all requested administration, documentation and communications are completed in an accurate and timely manner.
Develop and maintain effective communication with all Retailer personnel.
Develop and maintain effective communication with all visitors to the Retailer.

Objective: Ensure compliance with company policies and industry guidelines

Operate within the law at all times.
Ensure all health and safety legislation and internal procedures are followed.
Operate at all times within company policy.

المهارات

Key Competencies

Customer Focus

Approach every situation with a desire to understand and deliver
Listen effectively and communicate clearly
Use every contact with the customer to build a relationship
Take responsibility to ensure nothing is left to chance

Operational Focus

Deal with the arrival of customers and visitors
Operate Retailer systems on behalf of customers
Use technology effectively
Manage own performance
Contribute to effective working

Business Focus

Work with other areas of the business to improve Retailer profit and customer care
Appreciate the impact of wider issues on the Retailer
Represent the Volkswagen brand

Essential Recruitment Criteria

Personal Qualities

Empathy and tolerance
Ethical behaviour
Responsibility
Open-mindedness
Self-confidence
Customer-orientation
Calm and organized approach
Problem solving abilities
Professional appearance
Team player

Experience

One year in a receptionist function (desirable)
Computer skills, including experience of operating word processing and database packages, spreadsheets, email and internet
Proven track record in delivering excellent customer service (desirable)