RECEPTIONIST/ COURSE ATTENDANT Department: Reception Reports to: Assistant Manager (Reception) And Duty Manager Purpose of Position To offer the highest standards of hospitality and welcome to all customers; as the first point of contact in the venue, our receptionists ensure a very happy start to our customers' experience at Puttshack being friendly, smiley and welcoming; they have responsibility for ensuring that customers understand how the venue works. The ultimate goal of all employees is to deliver excellent customer service, creating a unique experience for the customer which makes them want to return; you should be positive, loyal and a proud ambassador of the Puttshack brand. Core Non-Negotiable Skills and Experience Puttshack Personality Articulate and excellent spoken English Ability to engage with guests in a confident manner Team Player Our people Exceed our customers' expectations by delivering service in a professional, knowledgeable and accommodating way. Remain calm, patient and polite if receiving customer feedback. Are confident, self-motivated and demonstrate a passionate commitment to the business. Are friendly, professional, honest, reliable and trustworthy. Have good working relationships with everyone they come into contact with at work, behaving in a friendly, courteous and professional way. Bring a positive attitude to work, co-operating closely with team members and other departments to ensure that Puttshack is the best it can be. Set a great example to new employees. Key Duties and Responsibilities Report for duty punctually for every shift, in complete, clean uniform and sign in with their line manager. To deal efficiently and politely with all telephone, email, internet and 'in person' enquiries. To ensure that all reservations are recorded following established procedures with full and clear information and that they are input accurately and promptly onto the system. To maximize revenue by converting enquiries, recognizing business prospects and taking every opportunity to upsell, including promoting merchandise. To liaise with clients and customers to assist in directing their guests to the rest of the party To liaise with all departments to ensure the best service is provided to our customers. To ensure that all your work meets company standards and is according to training give; all function paperwork must be accurate and complete, including catering requirements, booking supplements and payment details. To create daily sheets detailing large bookings, pre-orders and exclusive area reservations. To have an in-depth knowledge and understanding of the operation of the business including all food and drink menus to ensure that you are able to respond to customer enquiries. To undertake general administration duties. To observe the Company's rules and procedures and carry out any reasonable request made by their Manager, supervisor or the duty manager. To be aware of your responsibilities in respect of Health and Safety at Work and they follow all procedures in this respect and report to management any hazardous situation or accident. To attend training sessions and team meetings as required and to be involved and contribute to these. Steps of Service ''You never get a second chance to make a first impression'' The steps of service are very important from the very moment that customers arrive to the venue until they leave through the door. Greeting, service and farewell, are all three equally important steps where we need to make sure we anticipate to their needs and are visible for them at all times. Don't leave your station unless is absolutely necessary. The host's job is very important in order to make the service smooth and efficient. You can be positioned in the following areas: Front desk/ Hosting Checking customers in for advance bookings Making bookings for walk-ins Directing customers to the bar or golf course Providing general information Cloakroom During busy periods (i.e. winter) there will be someone allocated in the cloakroom at all times. Your task will be to check in coats and bags and to make sure that there are enough tickets at all times. We also check in food and drink. This is something that guests MUST check into the cloakroom with NO exceptions apart from birthday cakes. In this case they must sign an indemnity form upon arrival. Toilet Checks The toilets are our responsibility and must be checked periodically. This means sweeping up, changing the toilet paper and clearing any glasses that may have been left behind.