Job Description

Reception Manager

Title

Reception Manager

Department

Reception

Reports to

Revenue Manager

A non-exhaustive list of the key role responsibilities is detailed below:

and ensure that suitable solutions are reached to satisfaction of our guests.

Establish guest satisfaction data and develops improvement plans to address service shortfalls in service quality and /or delivery standards

Ensure that the front desk team provides a professional and friendly service for customers and manage any guest complaints that arise and ensure that suitable solutions are reached to the satisfaction of our guests.

Ensure that there is adequate cover across the reception through scheduling staff rotas and providing cover as needed.

Responsible for recruiting, onboarding all Reception and other front of house team members you will create a culture of continuous professional development empowering them to deliver and be the best

Trouble shooting emergencies

Liaising with other departments including finance and accounts.

Reviews credit limit reports, verifies banking and deposits on a weekly basis.

Handling telephone sales calls outside of office hours

To train, cross train and retrain all staff under your management

Evaluate the job performance of each front office employee

Maintain master key control

Verify that accurate room status information is maintained and properly communicated

Work within the allocated budget for the front office

Ensure uniform and grooming standards are met for all front office staff

Participate in rate setting meetings along with OTA discussions.

Support marketing with upselling and email data capture activity, adhering to The Data Protection Act 2018 , the UK's implementation of the General Data Protection Regulation (GDPR).

Monitor high balance guests and take the appropriate action

Operate all aspects of front office computer system, including software maintenance, report generation and analysis and simple configuration changes

Prepare revenue and occupancy forecasting

Monitor all VIP's, special guests and requests

Review daily front office work and activity reports generated by the night audit

Support MICE, reservations and Spa desks to maximise sales

Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs

Ensure implementation of all hotel policies and house rules

To ensure compliance with the Last Drop Village Hotel's Health and Safety policies.

Maintain fire safety compliance and regulations for the department, understanding the evacuation procedure for guests of the Hotel.

Provide confidentiality at all times.

To undertake relevant training as directed by their Line Manager.

The post holder may be directed by their line manger to carry out other duties and responsibilities in line with his/her post, grade, skills, knowledge and experience.

A list of the desired skills, experience, knowledge and personal attributes to ensure individuals are:

Ability to communicate at all levels within the Hotel.

Active listening skills

The flexibility and willingness to learn

To enjoy working with people

Tact and diplomacy

The ability to work as part of a team

The ability to work accurately, with attention to detail

Must be approachable and helpful.

Diplomacy and communication skills to handle any complaints and emergencies in a level headed manner

Participation in in-house meetings

The ability to multi task and manage your time

No fear of decision making

Maintaining good working relationships with HOD's and staff within the hotel.

Handle feedback openly, whilst giving and receiving relevant information

Job Types: Full-time, Permanent

Pay: 33,945.60 per year

Benefits:

Discounted or free food Employee discount On-site parking
Experience:

Hotel Reception: 2 years (preferred) Management: 3 years (preferred)
Work Location: In person