Job purpose: To manage the reception team, with a hands-on approach, ensuring efficient and high standards of work in line with brand standards and company policies and procedures. It will be key that you work closely with all other departments within the rooms division to provide an exceptional guest and team member experience
Planning Timescales: Ensure an efficient reception operation forecasting a minimum of 16 weeks out; working to set deadlines
Decision Making: Improve departmental service performance Increase departmental operational efficiencies
Impact Influence: Ensure delivery of exceptional guest service Effective recruitment of the departmental leadership team Drive departmental guest satisfaction by analysing SALT scores and agreeing action plans with the leadership team To maximise guest loyalty Setting of departmental targets and objectives To ensure that equality, diversity and inclusion is maintained and developed across all programmes and areas of the business
Skill Level: Use all company systems to maximize the hotel operational efficiency and guest satisfaction To monitor the department performance against set targets, objectives and the balance scorecard To monitor and evaluate customer feedback
Communication: To monitor and evaluate customer feedback, responding to escalation Maintain good working relationships across the hotel and with external suppliers To ensure effective communication with the department
Budget Management: Ensure effective and efficient performance from the department leadership team Increase the occupancy, average daily rate and TREVPAR through upselling within the department Improve departmental financial performance
Lead Develop: Training, mentoring and development of the departmental leadership team Ensure the departmental leadership team have up to date performance development plans and receive monthly job chats Ensure team members are managed in line with the employee handbook and company policies To set personal targets and objectives for the leadership team
Operating Parameters: Manage the smooth and efficient reception operation in line with all legal, brand and company policies, standards and procedures Ensure adequate resource planning Any other reasonable request as required by the business
Essential Job Criteria: Previous 1 years reception supervisory experience in a 200+ branded hotel Positive leadership style Excellent organisation and personal time management Previous experience in delivering and exceeding guest expectations and responding to guest feedback Previous experience of team member recruitment, training, development, motivation and performance management and an advocate of empowerment Evidence of problem solving, change management and identifying operational efficiencies Previous experience of resource and operational planning Excellent interpersonal, communication skills and personal presentation Calm, flexible, proactive and tenacious IT skills to include Microsoft Office
Desirable Job Criteria: Previous experience of OnQ
Safeguarding - We are committed to safeguarding and protecting children and young people (CYP) and atrisk Adults (ARA) Our expectation is that you will fully accept your responsibility for the safety and welfare of all CYP and ARA by being fully conversant with all our safeguarding policies and reporting anything that does not appear to be correct. The post maybe subject to an enhanced DBS check and yearly selfdeclarations.
Equality Diversity must be able to demonstrate that equality, diversity and inclusion will be maintained and developed across all programmes and areas of the business.