Job Description

Reception Team Leader (Full-Time)

Gretna Green Ltd

With over 260 years of history and heritage, joining couples since 1754, we are a world-class, award-winning wedding destination, with a 5-star visitor attraction, retail and 2 hotels. We remain a unique family owned and run business.

:

To supervise the reception team members to ensure all company procedures, standards & brand values are being adhered to and delivered. To assist with the day-to-day operation of the reception desk as required and ensuring the highest levels of customer service are consistently being delivered to our guests, by ensuring reception staff create a warm and welcoming atmosphere for all guests. The key aim of the reception staff is to retain and attract new customers and provide high levels of internal customer service, always promoting a positive perception of the company both internally and externally.

Main Responsibilities:

To receive guests to the hotel by greeting them warmly and attend to their enquiries in a professional and courteous manner whether in person, telephone, or email Inform customers of the services and up-to-date accommodation rates and promote special offers Identifying customer service problems or issues before they arise and actions requests quickly. Providing leadership which utilises the full potential of the team. Promoting effective relationships with individuals and other departments. Setting measurable performance standards, objectives, and goals to be achieved. To update the reception diary during and at the end of shift to enable accurate billings and ensure all important activities are detailed for accountability Attend to all methods of booking, such as online, phone and in person to ensure that reservations are dealt with promptly Administer all reservations including, cancellations and no-shows, in line with company policy in a prompt and efficient manner To manage credit/debit card and cash transactions, counting floats on each shift and deal with the Loomis banking, ensuring compliance with Data Protection, financial regulations, and company policy To keep up to date with current promotions and hotel pricing, to provide information to guests, on request, whilst maximising bedroom and other sales opportunities Fulfil all reasonable requests from guests to ensure their comfort, satisfaction, and safety Report issues of maintenance and faulty appliances to the manager to ensure prompt repair Ensure the front desk is always kept clear and tidy by storing documents appropriately Always deliver excellent customer service Promote and represent the work and ethos of Gretna Green Limited and always follow its policies and procedures Take reasonable care for the health and safety of themselves and others who maybe affected by their acts or omissions at work Be accountable for their own development through the Performance and development Review (Appraisal) process seeking out opportunities to learn new skills Training and performance monitoring of staff members Assisting FOH Manager with all human resource related matters including absence monitoring. Implementing any strategic changes to selling and communicating to the team. Taking part in operations and strategy meetings in the absence of the FOH Manager. Conduct duty manager duties when required
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Specific role and individual skills

Have an excellent telephone manner and communication skills Ability to make decisions under pressure and resolve conflicts effectively Knowledgeable operator in hotel software systems, management software and Microsoft Office Suite, Experience of Rezlynx would be advantageous Previous relevant hotel experience in a supervisory role is essential Strong communication and leadership skills, as well as first class customer service skills. Strong IT Skills (Word / Excel) Have excellent organisational skills

Benefits and Remuneration

Location:

Gretna Green - on-site

Holidays:

30 days holiday per annum (including bank/public holidays) plus birthday day off

Rate of pay:

Competitive, depending on experience

Hours:

40 hours per week

Days:

Monday-Sunday due to the nature of this role this does include weekends and/or public holidays

Why Gretna Green is the Place to Be:

A Magical Atmosphere:

Gretna Green has been known for centuries as a place of romance and adventure. Every workday, you'll be part of the energy and history that makes this location so unique and special.

Great for Flexibility:

We offer flexible shifts that fit around your commitments, making it easy to balance work and personal life.

Grow with Us:

Whether it's your first job or you're looking to gain more experience in hospitality, we offer plenty of opportunities to learn, grow, and develop your skills.

Make an Impact Daily:

Your work will ensure our spaces are always welcoming, clean, and efficient--an essential part of keeping our team happy and productive.

Team Spirit:

You'll be joining a supportive, fun-loving team who work hard but know how to make every day enjoyable.

Why You'll Love Working with Us:

30 days holiday plus a

Birthday Day Off (FTE):

Enjoy an extra day off for your birthday to relax, recharge, and pursue your passions outside of work.

Company Events:

Join us for awesome company events and exciting celebrations - there's always something to look forward to!

Company Pension:

Secure your future with a contributory pension plan which we also pay into, helping you build a strong financial foundation.

Free meal on shift:

Enjoy complimentary food options whenever you're on shift. Or discounted treats!

Employee Discounts:

Shop till you drop with exclusive employee discounts across all our stores and services.

Free Parking:

Say goodbye to parking fees. We offer free onsite parking for all our team members.

Ready to play a key role in a place that values your work and dedication?

Apply now to be part of a team that's making a real difference every day!

Job Types: Full-time, Permanent

Benefits:

Additional leave Company pension Discounted or free food Employee discount Free parking On-site parking Store discount
Schedule:

8 hour shift Monday to Friday Weekend availability
Ability to commute/relocate:

Gretna Green: reliably commute or plan to relocate before starting work (required)
Work Location: In person