AG Hotels Group is seeking a seasoned and highly organized professional to join our team as Reception Manager at our Casa Mere hotel in Knutsford.
Key Responsibilities:
* Oversee all front-office operations, including check-in/check-out, concierge, guest relations, and housekeeping coordination
* Maintain exceptional levels of guest satisfaction, resolving any issues or complaints promptly and professionally
* Manage and train a dynamic team, ensuring adherence to brand standards and delivering consistent, personalized service
* Drive revenue generation through effective upselling, cross-selling, and maximizing occupancy rates
* Managing room reservations, cancellations, and modifications using the hotel's reservation system, and ensuring accurate and up-to-date guest information
* Collaborate with marketing and revenue management teams to implement strategic initiatives and promotions
* Generating reports on front office performance, including occupancy rates, revenue, guest feedback, and operational efficiency, and analyzing data to identify areas for improvement and strategic opportunities.
* Implement strategies to enhance the hotel's online reputation, including responding to reviews on platforms like OTA websites and managing feedback on platforms like Medallia. Engage with guests to encourage positive reviews and address any negative feedback promptly and professionally, aiming to improve the hotel ratings and rankings amongst all the competing hotels.
* Continuously seek opportunities for process optimization and operational efficiency
* Monitoring front office expenses to ensure cost-effective operations while maintaining service quality and guest satisfaction.
Qualifications:
* Proven front-office management experience in a 3* hotel
* Exceptional interpersonal, communication, and problem-solving abilities
* Strong leadership and team management skills, with a talent for developing and motivating staff
* Proficiency in hotel property management systems and MS office
* Ability to thrive in a fast-paced, customer-centric environment while maintaining composure under pressure
* Commitment to delivering outstanding guest experiences and upholding the highest service standards
Job Types: Full-time, Permanent
Pay: £27,000.00-£28,000.00 per year
Ability to commute/relocate:
* Knutsford, WA16 0PZ: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
* Which PMS systems you have worked on in your previous roles?
* Are you willing to work on weekends or bank holidays?
* How many years of experience do you have working in hotel reception or front office roles?
* Do you Drive?
Experience:
* Front Office: 3 years (preferred)