Job Vacancies
Hotel Reception Manager
Type – Full time, permanent (45 hours per week), 5 days out of 7 on a rota basis
Reports to – Hotel Manager
Location – Careys Manor Hotel. Located in the beautiful village of Brockenhurst, nestled between the New Forest National Park and the Solent. With 77 plush bedrooms and suites, the award-winning SenSpa and 3 onsite restaurants, we pride ourselves on our friendly staff and attentive service. Situated 5 minutes’ walk from Brockenhurst Village and train station with excellent rail links to Bournemouth, Southampton and London.
Are you a manager who puts the guest experience at the heart of the business? As Reception Manager, you will aim to deliver a truly remarkable guest experience every time through outstanding levels of customer service and the efficient, smooth running of hotel reception operations. With excellent organisational skills, you will be a passionate team player who thrives on training and development, nurturing your team through guidance, learning and motivation. This is an exciting and varied role focusing on personalised service delivery and customer engagement, developing a strong reception team and maximising revenue and awareness of all products and services associated with the hotel and spa.
Main Responsibilities:
1. Ensure all standards are met during check in/check out following the AA standards with a personalised, attentive service and accurate billing.
2. Carry out the duties of the early and late shifts and daily hotel banking, as required
3. Motivate and encourage teamwork, deliver training, one-to-ones & coaching
4. Ensure all PM accounts are settled by guests and if not added traces to the accounts and chase guests
5. To have knowledge of the hotel’s facilities and local attractions and correctly communicate these to the guests.
6. To be able to use the hotel’s computer system, Opera, confidently and efficiently
7. To take reservations professionally and confidently
8. To be able to work in accordance with the Health and Safety at Work Act.
9. To be trained as a duty manager, ensure full knowledge of fire evacuation procedures, duty management responsibilities and complaint handling resolution
10. Completion of rota on a weekly basis, ensuring DM shifts are covered with a second Receptionist support
11. Administer and drive monthly upselling team challenge
12. Monitor customer satisfaction, manage and resolve guest complaints discreetly and ensure grievances are logged on DM diary and any follow up actioned within 24 hrs
13. Provide input on innovative ideas/experiences that might enhance our guests’ stay
Our ideal candidate will have:
14. Proven leadership skills and a positive “can-do” attitude
15. Excellent written and verbal communication skills
16. Exceptional organisational and time management skills
17. Ability to multi-task and juggle numerous deadlines whilst maintaining high level of attention to detail when under pressure
18. Ability and patience to nurture and develop a growing team
19. The drive to succeed and constantly improve procedures and practices
Benefits
20. Social budget of £45 per person per quarter to use with your team
21. Complimentary use of the spa and gym facilities
22. Free meals on duty
23. An extra paid day off on your birthday
24. Complimentary hotel and spa experiences offered as part of your training
25. Discounted hotel stays, restaurants, spa services and products
26. Friends and family discounts
27. Referral bonus for recommending a friend
28. Enhanced annual leave for long service (5 years+)
29. Wagestream app for advancing your pay
30. Pension scheme
31. Free onsite parking