Job Description - Reception Manager (HOT0CKE5)
Job Number
HOT0CKE5
Work Locations
Hilton Nottingham Hotel Milton Street Nottingham NG1 3PZ
A World of Rewards
* Annual Salary of £32,000
* Free and healthy meals when on duty
* Grow your Career!
* Personal Development programmes designed to support you at every step of your career
* A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing ( https://cr.hilton.com )
* Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
* Team Member Referral Program
* High street discounts: with Perks at Work
* Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
* Discounted dental and health cover
* Guest Experience Day after successfully passing probation
* Modern and inclusive Team Member’s areas
Responsibilities
A Reception Manager oversees Reception operations to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out.
* Oversee the entire Front Office operation to maintain high standards
* Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
* Ensure regular and VIP Guests are recognised and that the Reception department operates with a sales attitude and promotes the hotel brand's loyalty scheme
* Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
* Set Reception departmental targets and objectives, work schedules, budgets, policies, and procedures
* Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
* Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
* Maintain good communication and working relationships with all hotel departments
* Monitor staffing levels to meet cover business demands
* Conduct monthly communication meetings and produce minutes
* Manage staff performance issues in compliance with company policies and procedures
* Recruit, manage, train and develop the Reception team
* Act in accordance with policies and procedures when working with front of house equipment and property management systems
* Assist with other departments, as necessary
What are we looking for?
Reception Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
* Previous supervisory experience in Front Office within the hotel/leisure/retail sector
* High level of IT proficiency
* High level of commercial awareness and sales capabilities
* Experience of managing people and developing people
* Previous experience of managing a department and Profit and Loss account
* Excellent leadership, interpersonal and communication skills
* Accountable and resilient
* Commitment to delivering a high level of customer service
* Ability to work under pressure
* Flexibility to respond to a variety of work situations
* Ability to work on your own and as part of a team
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
* Familiar with Property Management Systems
* A degree or diploma in Hotel Management or equivalent
Job
Guest Services, Operations, and Front Office
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