We are now recruiting for a Head of Reception for The Kenmore Club situated in a beautiful Scottish village of the same name nestled on the shores of Loch Tay. The successful candidate will join our team at a very exciting time as we transition to being part of the Hilton Group under the vacation ownership umbrella of Hilton Grand Vacations.
Responsibilities
As Head of Reception you will lead a team of receptionists and night auditors who provide a 24 hour Reception service to our Owners, Members and Guests staying at the resort and ensure that the “Stay Vacationed™” service culture is followed at all levels.
Reporting to the Resort Manager, the main job duties are:
* To manage the Reception Team on a daily basis in line with the company standards of service excellence.
* To manage reservations and pre-arrival requests, ensuring that guest expectations are met and exceeded.
* To recruit, train and develop the Reception team
* To liaise with other Head of Departments to ensure exceptional service levels are consistently delivered to guests.
* To organise the Reception shifts and work planning.
* To manage the Reception budget in terms of expenses and revenue.
* Present a welcoming impression to guests by all reception staff both on the telephone and in person.
* Review and implement internal procedures as required, to optimise the operational efficiency of the Reception division.
* To ensure that any concerns raised by owners, members and guests staying at the resort are communicated to the relevant division and followed up on to ensure client satisfaction.
* To consistently communicate with the Resort Manager regarding any areas of opportunity and ongoing updates.
* Other duties assigned.
The role requires the successful candidate to work 40 hours per week on a shift/rota basis to include mornings, evenings and some bank holidays.
Benefits
The successful candidate can expect to benefit from a range of benefits including:
* Resort privilege programme/Employee discount
* Referral programme
* Generous holiday entitlement
* Access to Employee Assistance Program (EAP)
* Free parking
Skills and Experience Required to Fulfil This Role
* At least 3 years previous experience in a similar role.
* Ability to motivate and lead a team.
* Ability to multi‑task and work under pressure.
* Good working knowledge of Microsoft Office.
* Competency in cash handling, banking reconciliations and budgetary control.
* Excellent communication skills both written and verbal.
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