To ensure the highest level of customer service is delivered to all guests within the Resort. You will assist with the efficient running of the reception and concierge team by ensuring the Resorts standards are maintained at all times. Assisting the Front Office Manager to ensure all staff within the department have received relevant training and are fully aware of the Resort's policies and procedures.
This section details the main responsibilities for this position. However, this is not a definitive list and a flexible approach to work duties is expected from all members of our team.
* To assist the Front Office Manager with the Standard Operating Procedures manual (SOP) reviewing and updating in line with changing company standards.
* To assist in maintaining and developing relationships with internal departments especially those with direct communication such as Housekeeping, Restaurant and Reservations whilst monitoring consistency of standards.
* To cover the responsibilities of the Front Office Manager when they are out of the business. Ensuring all requirements of the Front Office are met and standards are maintained.
* To cover receptionists as required to maintain reception operating standards and structure. Utilising the time to monitor the teams performance, identifying training needs and providing guidance where necessary.
* To provide cover for Duty Management shifts when required including Night Duty Management.
* Investigate all feedback from guests, dealing with them personally, but where necessary, preparing a comprehensive report which is to be communicated to the Duty Manager.To regularly review future occupancy levels and events to ensure the reception team are prepared in advance for busy business periods.
* Assist when required with staff rotas, utilising staff to ensure that optimum staffing levels and experience levels are achieved across the departments.
* Champion customer service throughout the department, regularly reviewing departmental standards and demanding best practice from all staff.
* Ensure Hensol Castle functions or busy events have sufficient drivers on the rota for the required times including extra bodies during Christmas Functions.
* Arrange holiday cover / sickness for Night Porters and ConciergeTo cover the responsibilities of the Front Office Manager when they are out of the business. Ensuring all requirements of the Front Office are met and standards are maintained.Benefits.**
* FREE parking
* FREE uniform
* FREE meals (when on duty)
* FREE membership of the Health & Racquets Club
* Discounts across the resort
* Childcare Discounts
Job Type: Full-time
Work Location: In person