Reception Manager

Under the guidance of the Front of House Manager, the Reception Manager will be responsible for ensuring consistent quality of customer service is provided to the guests in accordance with the set Standards.
Toprovide guests with a memorable stay experience that is personalized to their needs, throughout their stay at the hotel by ensuring that the team is responding efficiently to their inquiries and advising them of the amenities and benefits offered by the hotel.
Responsible for supporting team members on a daily basis with any queries and issues that may arise and engaging with them to ensure well-being and satisfaction.
Has the responsibility to assist the management to drive and deliver positive results.
Key Responsibilities will include but are not limited to: To assist the Front of House manager with all responsibilities of the front office department.
To communicate expectations to employees through: Departmental Orientation Job Descriptions Training programs Performance Reviews Development of Employees Departmental meetings (Monthly) Daily team briefings Conflict resolution/Corrective Action To assist with managing and monitoring the front office employees to ensure all guests receive prompt and courteous service.
To assist the FOM with responsibility of the Front of House area, ensuring it is clean and organised to the highest standards at all times.
To assist with the recruitment of the front desk team, ensuring a strong talent bank is in place.
Ensuring that any staff on duty follow the required procedures during their shift and delegate tasks to Receptionist at the beginning of their shift.
To assist with completing weekly/fortnightly rotas.
To liaise with accounts regarding any ledger or other queries, and take any action required.
Maximise in-house selling and encourage other staff on duty to do so.
To spot check the teams work on a regular basis.
To understand and carry out Reservation procedures to the Company standard, and to liaise with Reservations with regards to any book-outs and/or no-shows.
To develop, motivate and carry out one-to-one reviews, job chats & appraisals of all Front Office Staff.
To report any comments, complaints and compliments to the Front of House Manager/Senior Management.
To ensure necessary operational tools and supplies are available to employees to carry out their responsibilities efficiently.
To ensure employees wear PPE when necessary.
To set and review standards and ensure that they, through effective training are communicated to all front office employees.
Reviews weekly work schedules in accordance with staffing guidelines and labour forecasts and budgets daily in order to ensure business demands are met.
Inspect grooming and attire of employees and rectifies and deficiencies.
To monitor employee interaction with guests, ensuring prompt and courteous service, resolve discrepancies with respective employees.
To assist the Front of House manager with controlling and analysing departmental costs to ensure performance against budgets set.
In conjunction with the Front of House Manager, conduct monthly departmental meetings to include a review of procedures and events which warrant special handling and detailed information.
To identify and action training needs of the department specific to each employee on an ongoing basis.
To maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.
To communicate fire, emergency and health and safety procedures.
To perform related duties and special projects assigned by Senior management.
To perform varied shifts each week to ensure maximum coverage of the department over the course of any stated week.
To ensure all duties are carried out in a safe manner with regard to the Health & Safety/welfare of themselves, other members of staff, guests, or any other persons on Hotel's premises To ensure a high level of personal/work cleanliness and hygiene within the department.
To ensure all duties are carried out in a safe manner with regard to the Health & Safety/welfare of themselves, other members of staff, guests, or any other persons on Hotel's premises.
To carry out any additional duties as assigned by the Rooms Division Manager/Senior Management.
To take responsibility of the guest services coordinator, ensuring duties are completed at all times.
EMPLOYEE RELATIONS Foster and develop effective employee relations within the Front Office Team and throughout the hotel.
Establish and maintain effective internal communication, including daily & monthly meetings with all housekeeping staff, to ensure optimum teamwork and productivity.
Look for ways to motivate and challenge the employees.
Key Performance indicators: The ideal candidate will demonstrate the following attributes: Professionalism and competency abilities in terms of operational/technical skills; consistently carries out tasks to the required standard.
Efficiency in controlling the departmental labour costs as set within budgets.
Efficiency in team development within the department and ensuring business demands are met.
Ability to solve problems alone in a correct manner.
Ability to lead a team positively; displays a variety of leadership skills e.g., organising, nurturing, delegating, coaching.
Good hotel and product knowledge across all departments and not just in own department; is a knowledge ambassador for the resort.
Exceptional guest care; is a friendly, welcoming and attentive to guests; providing a level of service that is individual, thoughtful and personal to each guest; is intuitive and demonstrates ability to exceed expectations by going beyond the norm.
Ownership of duties i.e., to follow through to completion/resolution of any task, requests or problems bought to them by a staff member or guest.
Respect, courtesy, patience and understanding of differing cultures, personalities and situations.
Punctuality in all aspects of work duties.
Enthusiasm, passion and interest in their work and in what they do.
Good organisational skills and ability to work effectively in a busy environment.
A positive, flexible attitude; is a team player who assists others.
Commitment to continuous improvement; contributes to the resort by inputting ideas and suggestions for improvement.
Ability to embrace change, to learn and adapt to a new method/system.
Awareness of our heritage, history and environs and takes a positive step to protect these.
Compliance with company policies and procedures which support a pleasant, structures, fair and safe working environment.
HUMAN RESOURCES MANAGEMENT Assist the HR department in the recruitment and selection process.
Screen interviewees and select potential staff for the Front of House Department with HR.
Develop and recommend appropriate training to meet the guests needs.
Check that staff meet and exceed guest expectations by training and encouraging staff to provide a good level of service in accordance with hotel standards.
To attend training meetings / seminars as requested.
Train new members of staff to the required standard Identify training needs and make sure staff receive training, including skills training to provide a consistent and reliable service in conjunction with the HR department.
To carry out Appraisals with the Front of House team.
Ensure that all rosters are completed in a timely manner and that both the department and hotels needs are adequately covering, while adhering to the departments labour budget in conjunction with the Rooms Division Manager.
HEALTH AND SAFETY Adhere to all health, sanitation and safety rules and regulations and make sure that all staff adheres to these.
Ensure that all potential and real hazards are reported and eliminated immediately.
Take action to prevent them happening.
Fully understand the hotels fire emergency and bomb procedures.
Ensures that emergency procedures are practiced and enforced to provide for the security and safety of guests and employees.
Ensure that employees work in a safe manner that does not harm or injure self or others.
Encourage a general awareness of health and safety.
Ensure that the highest standards of personal hygiene dress, appropriate uniform, appearance, and conduct is always maintained.
To comply with the company policies regarding the following: -Fire -Health & Safety -Food Hygiene -Security To carry out any other duty within reason which may be requested by the Front of House Manager / Senior Management Team/ General Manager.
The above is not intended to be an exhaustive list and you may be asked to complete other duties and comply with reasonable requests as directed by management.
Skills: Front Office Hotel Reception Guest Management Reservations People Skills People Management Guest Relations Benefits: Parking Meal Allowance / Canteen Paid Holidays Staff Discounts Wellbeing Programme Gym