Receptionist Relais & Châteaux

JOB PURPOSE_________________________________________________________

The receptionist provides an exceptional resort experience to all our guests by displaying strong customer service skills while representing Maslina's values.

The receptionist is often the first and the last person our guests see. Therefore, their appearance, manners, knowledge, and helpfulness must always reflect positively on the hotel.

JOB CHARACTERISTICS_________________________________

• Employee reports directly to the Front Desk Manager.
• The working week is 40 hours; in case of overtime hours, they will be reallocated in the next week's days off.
• Depending on occupancy, one or two days off per week are standard. Working hours will be adjusted accordingly to comply.
• This role can require long standing hours and lifting heavy objects.
• This role requires a high level of independence and initiative.
• The employee will primarily work with basic hotel equipment - laptop, mobile, luggage trolley, phone, cars, buggies, and various cleaning supplies.
• Safe practices must be exercised while on duty especially when operating company vehicles and lifting heavy items.

MAIN RESPONSABILITIES_______________________________

• Provide the highest level of service through the following duties:
• Warmly and genuinely welcome guests and visitors upon arrival and create a positive and mindful first impression,
• Conduct check-in and check-out procedures for guests,
• Process guest payments,
• Room assignment and room changes,
• Provide information regarding all services and facilities,
• Keep records of all special guest requests,
• Monitor and handle the demands of all guests,
• Manage communication with guests and ensure their satisfaction at check-out,
• Administer all guest complaints and resolve any issues in an appropriate manner and within an appropriate time frame,
• Communicate with all other departments of the Resort in the performance of its duties,
• Meet the general and individual requirements of guests,
• Coordinate and assist with the provision of other hotel services, and for this purpose, communicate with other departments,
• Assist guests in reserving Spa treatments, restaurant bookings, taxis, transportation arrangements, and more through respective departments,
• Maintain the cleanliness, tidiness, and sanitation of the reception and lobby,
• Answer and direct telephone calls politely and professionally following an established procedure,
• Keep a detailed and accurate record of guest requests and received calls,
• Receive deliveries; sort and distribute incoming mail,
• Perform an inventory of stock and restore stocks in the reception department,
• Perform other administrative jobs,
• Assist with other tasks depending on hotel needs

SPECIFICATIONS_____________________________________

• Exceptional interpersonal skills
• Motivated and proactive individual
• Excellent communication skills
• Good time management and organizational skills
• Problem-solving skills and focus on details
• Patience and developed listening skills
• Team worker
• Commitment to providing a high level of service
• Organizational skills in terms of meeting multiple guest requirements
• Ability to work early, late, and night shifts
• Basic computer skills and knowledge of Excel, PowerPoint, and Word
• Excellent knowledge of English in written and verbal form
• Another foreign language

Maslina Resort is situated in the stunning Maslinica Bay on Hvar Island, in an intimate environment not far from the famous city of Split, Croatia. Walking distance from the town of Stari Grad, which is one of the oldest in Europe, Maslina Resort stretches across two hectares of lush pine forest with the crystalline Adriatic Sea at your fingertips. A chic
hideway enveloped in rich history, untouched nature, culinary arts, and cultural heritage, Maslina Resort brings Mindful Luxury to Hvar Island.