Job Description
About the hotel
Manor of Groves Hotel Golf and Country Club offers a peaceful and tranquil setting in the Hertfordshire countryside. The hotel boasts 80 bedrooms and an onsite leisure club which includes a fitness suite, steam room, sauna and an indoor swimming pool as well as a beauty Spa. We offer conference and banqueting facilities; catering for up to 400 guests, we can host all types of events; from wedding, training workshops, exhibitions to private dinners and balls.
Job Summary
To assist with the smooth and efficient running of the Hotel Operations and all related Guest Services & complaints, achieving maximum sales and guest satisfaction whilst adhering to the standard of service required by the hotel and to the Health and Safety requirements. To act on behalf of the Cluster General Manager, as contact person for the guest. To provide care and assistance to guests during their stay, and deliver where necessary professional service recovery. To ensure collaboration with all managers of all departments in contributing to a smooth running of the hotel operations.
Key Duties & Responsibilities
* Managing staff and overseeing schedules to make sure all departments have enough employees to provide assistance to guests and adhere to budget requirements;
* Assisting all departments where necessary, for example: Overseeing beverage and food operations for events and individual guests; Overseeing flight or big groups check-in when necessary;
* Recruitment and staff management
* Providing customer service and accommodating clients who need extra assistance;
* Managing departments and teams;
* Providing training on changes in services;
* Coaching the teams where required;
* Overseeing maintenance department and ensuring they adhere to all Health & Safety requirements and they maintain all H&S records and checks up to date;
* Working with Auditors/inspectors/subcontractors to ensure facility meets all requirements;
* To report any shortcomings and to recommend appropriate or corrective.
* To assist HODs during peak periods;
* To be fully conversant with all Hotel, Fire and Emergency procedures and bomb threat procedures;
* To be fully conversant with all legislation pertaining to the hotel operation.
* To assist on cover for night shift if needed;
* To constantly strive to meet and exceed guest needs;
* To effectively handle and resolve any guest problems or complaints in the hotel in accordance with the companys Complaint Handling Procedure;
* To manage any business show around for potential clients;
* To ensure room cleaning standards are kept at all times;
* To ensure regular checks on the cleanliness of all public areas, including the Lobby, Valet Parking etc.;
* To complete a daily floor walk and checklist announcing yourself to all outlets / operating departments;
* To monitor and investigate negative guest feedback, providing a detailed report where appropriate with suggested response and corrective action;
* To be fully responsible for the DMs log book, following through any outstanding tasks where required;
* To handle any unforeseen circumstances like accident reporting in case of an accident at the hotel or fire reporting in case of a fire at the hotel;
* To attend all the meetings and briefings as assigned by the Director;
* To contribute to regular departmental communication meetings, to keep colleagues informed of progress of hotel objectives, special events, further improvement plans and guest comments;
* To ensure all project deadlines are met and submitted in a timely manner;
Other Skills and Requirement
* Take personal interest and pride for ensuring that the entire hotel is kept clean and in an orderly state at all times;
* Responsible for reporting immediately to the appropriate Department Head, anything which is considered to be a health or safety hazard and to take all steps in removing the hazard;
* To attend Fire Refresher Training Programs periodically and to ensure that the hotel's and departments fire procedure is understood;
* To be fully trained in use of bleep system;
* To adhere to the hotel's rules and regulations and in particular, the policies and procedures relating to Fire, Hygiene, Health and Safety and Employee relations in case of any incident at work;
* To comply with local legislation as required;
* To respond to any changes in the departments as dictated by the needs of the industry, company or hotel;
* To be flexible and extend job duties to carry out any other reasonable duties and responsibilities within the job capability as assigned, including redeployment to alternative departments/areas if required, to meet business demands and guest service needs;
* To attend training and meetings as and when required.
If these sounds like you and you are passionate about providing outstanding customer service to guests, we would like to hear from you.
AMRT1_UKCT