Reception Manager 22K Mayfair
We have an exciting opportunity for a Reception Manager to join our newly renovated hotel.
We are looking for someone who is a natural leader can build the morale of a team and deliver targets through teamwork.
Job Scope The Reception Manager assists in overseeing and directing all aspects of day to day running and managing of Reception and Night team, ensuring consistently high standards of service are delivered to our guests. Promote the desired work culture around, Hotel and deliver all KPOs agreed with Hotel Management.
Key Job Responsibilities To ensure that Reception team is fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information onto the guest whenever the possibility arises in order to maximise hotel sales.
To assist to develop the Reception team to provide a hospitable service to the standard laid down by the Standards Training Manual. To ensure that the team members are aware of hotel availability and that every opportunity to maximise room sales is taken. Ensure that all, hotel standards, hotel procedures and departmental procedures are adhered to and supported daily.
To develop your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments. To have a full understanding of all systems and programs Ensure communication procedures are effective and efficient on a day to day basis, so that service standards are not compromised. Co-ordinate constructively with both the finance and night teams so that bill processing, shift closing procedure and requirements are all adhered to.
Establish and maintain strict security procedures within your department, reporting any potential risks to the Operations Manager. Display a pro-active and consistent approach to stock control, cost control and cash control. Actively develop positive and effective communication between the reception team and the housekeeping team. Constantly support, train and update Duty Managers on operational standards, brand standards and departmental procedures throughout the hotel in order to maintain a smooth day-to-day operation. Ensure that VOG, Le Club and all other programs are supported and promoted by all members of staff, especially the Reception team.
Assist in preparation of rota’s ensuring correct levels of staff for business needs. To ensure each new member of the team receives a departmental induction within their first week and attends a company orientation within their first four weeks with the company. To be fully conversant with disciplinary procedures and all other relevant human resources practices e.g. sickness/absenteeism. Ensuring recruitment, training, development and staffing levels are as required, whilst demonstrating a management style that is both 'hands on’ and strategic. Ensure that a secure environment is provided for all team members and hotel guests by practicing and promoting a security conscious approach. Ensure that all relevant emergency procedures are in place and that all team members are familiar with these procedures, for example: fire evacuation procedure, bomb threat procedure, etc.
Maintain a sufficient supply of stocks to enable all Front Office departments to run efficiently and effectively. To attend and contribute to all daily/weekly team meetings. To carry out Duty Management functions as required. To display and fulfill the service style and philosophy of this hallmark. Any other duty deemed necessary by to achieve targets and deliver a level of customer service, which will exceed the expectations of our guests. Self Management ·Comply with hotel rules and regulations and provisions contained in the employment handbook. ·Comply with company grooming and uniform standards. ·Comply with timekeeping and attendance policies.
·Actively participate in training and development programs and maximise opportunities for self development. Customer Service Demonstrate service attributes in accordance with industry expectations and company standards to include:- ·Being attentive to guests ·Accurately and promptly fulfilling guest requests ·Understand and anticipate guest needs ·Maintain a high level of knowledge which will reward and enhance the guest experience ·Demonstrate a service attitude that exceeds expectations ·Take appropriate action to resolve guest complaints. Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.
People Management Work closely with Front Office Manager and Human Resource Department to assist if necessary in: - ·Planning for future staffing needs ·Recruitment in line with company guidelines ·Ensure that all new staff follows brand induction program and training ·Ensuring training needs analysis of your department is carried out and training is carried out ·Keep up to date and maintain training records for your department in line with Brand and QA requirements ·Regularly communicate with staff to maintain good relations. Health Safety & Security ·Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety. ·Familiarise yourself with emergency and evacuation procedures.
·Have the desire and ability to improve your knowledge and abilities through on-going training. ·Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries. The above is designed to help you in the understanding of your role and is not intended to be a definitive list of your duties, as flexibility in meeting company and guest’s needs is required by all employees.