Join us at DoubleTree by Hilton Cheltenham as our Head Receptionist, where you'll be at the heart of spreading the light and warmth of hospitality to every guest who walks through our doors.
General Scope and Purpose
To be totally customer focused by consistently delivering excellent customer service with an informed, friendly and effective approach
To assist with the control, accountability and ownership for the management of the Front Office Department, within the overall policies and controls established by the Company and hotel General Manager, ensuring that the brand values and standards are delivered and budgeted profitability achieved.
Responsibilities:
Customer Focus:
* To ensure that the department creates a professional impression to customers and Team Members.
* To evaluate and act promptly and effectively on customer feedback received through any and all channels to achieve positive and consistent results.
* To consistently look for ways to improve customer service in your areas of responsibility.
Specific Job Accountabilities
* To operate the department to ensure effective control and performance with brand requirements and evaluations.
* To implement, maintain and constantly improve departmental operating standards.
* To work closely with Finance, Revenue Office and other departments in order to ensure accurate accounts are raised for all services provided following Company guidelines.
Growing the Business:
* To positively approach sales opportunities in order to maximise sales revenue and exceed budgeted sales targets for the department.
* To create a selling service culture within the department.
* To ensure all department Team Members are sales focused.
People Management:
* To lead and create a team environment which promotes good employee morale and ensures a high level of commitment and pride in the hotel.
* To maintain effective communication within your team by holding regular team meetings and attending hotel meetings when required.
* To assist with the department Training Plan to meet the hotel business objectives and develop Team Members.
* To carry out quality training and development in a systematic and professional way in order to meet the needs of the business and assist in individual Team Member's personal development.
* To ensure all training is recorded and all Team Members complete the Company Induction programme including E Learning and are consistently coached and appraised on a one to one basis.
* To carry out six monthly performance reviews with Team Members and act according to feedback, using Company guidelines, where this forms part of your responsibility.
* To set clear objectives for department Team Members linked with the hotel business plan.
* To assist with the recruitment of departmental Team Members in line with the Company recruitment procedures.
* To correct unacceptable behaviour and performance in line with the Company disciplinary procedures.
Controlling the Environment:
* To ensure the Front Office department operates effectively on a day to day basis, ensuring Company brand standards are met and delivered consistently, with attention to detail
* To ensure all Fire, Health and Safety, Food Safety, Risk Assessment, Licensing Laws, Disability and all employment legislation is strictly adhered to and all Team Members are trained accordingly
* To comply with your responsibilities under the Regulatory Reform (Fire Safety) Order as detailed in the Fire Safety Management System
Other:
* To act as the hotel Guest Relations Manager (Duty Manager) as required, ensuring a professional and friendly service throughout the hotel
* To operate all IT systems in line with Company requirements
* To effectively manage time in order to meet all deadlines.
* To be fully aware of and strictly adhere to all security procedures, including cash and key handling procedures, as required by the Company
* To undertake any other reasonable project as required by the Front Office Manager, Operations Manager or General Manager to grow and improve the business
* To attend training when required
* To be fully aware of and strictly adhere to Fire, Bomb and Health and Safety procedures
* To keep yourself informed of the hotel's goals and objectives and those of other departments, maximising the role you play in delivering the hotel budgeted profit.
* To be fully aware of and comply with hotel and Company rules and regulations as identified in the Team Member handbook
This Job Description cannot be exhaustive due to the peculiar requirements of the hotel industry. Therefore, the job-holder may be required from time to time to carry out tasks requested by the Management
Job Type: Full-time
Pay: £29,070.00 per year
Benefits:
* Employee discount
* Free or subsidised travel
* Free parking
* Gym membership
* Health & wellbeing programme
* On-site gym
Language:
* English (preferred)
Work Location: In person