JOB DESCRIPTION: Reception Manager
HOURS OF WORK: 37 ½ HOURS; 5 DAYS PER WEEK; Shift Work Between 7am-11pm over 7 days. Occasional Nights holiday cover between 11pm to 7am
Salary negotiable pending experience
JOB DESCRIPTION
As Reception Manager, you will be entirely responsible for the smooth running of the front desk, including the management of the team: Night Manager and Team & Receptionists.
Overseeing reservations and corporate bookings, and liaising with the conference and banqueting team to ensure accuracy of details with bookings and billing.
You will need to have excellent customer service skills, be polite and friendly, and be able to train and develop your team to push the standard of service forward.
ESSENTIAL RECEPTION SKILLS
Recruit, hire, train and manage the Reception staff, ensuring that proper selling strategies are used and all standard operating procedures are in place and adhered to.
Coordinate and facilitate ongoing reservation department sales and technical training with the Receptionists, ensuring outstanding customer service, excellent reservation sales skills, and optimal agent productivity.
Managing and supervising Reception staff, including authorising staff rotas and holidays.
To recruit any new Reception staff and ensure all staff are trained in accordance with procedure.
To undertake 3 monthly probation reviews with new staff and issue contracts if appropriate.
Ensure contingency plans are in place for cover if there is unforeseen annual leave or sickness of staff.
To act as a role model to reception staff, supporting, motivating, and promoting good staff relations.
To undertake yearly staff appraisals and ensure all staff understand their roles within the procedure.
To assess training needs within the department with a view to putting together individual Personal Development Plans for Receptionists.
Assist all guests in a sincere and courteous manner to ensure that all guests are dealt with promptly upon arrival and departure following the Company's core standards.
To demonstrate a working knowledge of all services and facilities of the hotel, as well as the local area.
To have a full understanding of all rates, packages, and special promotions ensuring the hotel's terms of business are adhered to.
To review cash control procedures taking overall responsibility for all monies received at reception and reporting any discrepancies.
You will be expected to sell the facilities at every opportunity and ensure maximum occupancy and revenue is achieved by following rate level management principles.
Responsible for addressing and resolving all customer service issues in a positive manner.
SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
Desire to participate as part of a team.
Extensive knowledge of reception processes in hotels using Opera.
Effective ability to supervise and motivate staff to maintain optimal department operation and staff development.
Complete knowledge of hotel rooms and meeting related services available to guests.
Ability to communicate effectively with internal and external customers exercising patience, tact, and diplomacy.
Ability to operate the Opera Management Systems for the purposes of creating, changing, and canceling reservations, pre-blocking, posting no-shows, reconciling travel agency commissions, etc.
Comprehension of the reservation sales process.
Ability to deliver training.
Demonstrate self-confidence, energy, and enthusiasm.
Present ideas, expectations, and information in a concise, well-organized way.
Use effective listening skills.
Highly visible in areas of responsibility.
QUALIFICATIONS & STANDARDS
Experience
Two years hotel supervisory or management experience.
Ability to Multi-Task.
Proficient in Microsoft Office.
Grooming
All employees must maintain a neat, clean, and well-groomed appearance per company standards.
Job Types: Full-time, Permanent
Benefits:
Company pension.
Discounted or free food.
Employee discount.
Free parking.
On-site parking.
Schedule:
8 hour shift.
Education:
GCSE or equivalent (preferred).
Work Location: In person
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