Job Title:
Reception
Manager
Base:
Heacham
Manor Hotel
Reporting to:
Hotel
General Manager
Job Purpose:
As Reception
Manager, you will be responsible for the efficient and effective performance
of the reception, guest services and customer services at Heacham Manor
Hotel. Whilst pro-actively performing your duties you will be responsible for
ensuring guests receive an excellent quality of service, consistency in
handling customers’ requests and effective management of the reception team.
You will be responsible for ensuring the look and feel of the Hotels communal
areas provide a warm and friendly welcome and meet company standards and
policies. You will also be responsible for ensuring that shifts operate
efficiently and profitably, the key focus being delivering excellent customer
service and care whilst managing health and safety within the workplace.
You will
be responsible for driving the business forwards by increasing customer
satisfaction and helping build up repeat custom. You will have up to date
working knowledge of the hotel facilities and room types and always optimise
the guests stay through room allocation. As a manager at the hotel, you will
be responsible for undertaking duty managers tasks.
You will
support the Company’s mission and objectives through ensuring the reception teams’
compliance to Policies and Procedures.
Key Responsibilities:
·
Ensure that all guests are welcomed and
receive an outstanding level of customer service and all reception team
members are consistently trained to deliver customer service in line with
company procedures. Reception Manager has overall responsibility for ensuring
the reception team always provide excellent customer service.
·
On a periodic basis you will complete room
reviews to ensure quality standards are being met, raising issues as required
with the necessary departments to resolve.
·
Inspect the look and feel of the entrance grounds
and guest communal areas such as reception, snug, drawing room, bar,
washrooms and Pavilion foyers to ensure areas meet high presentable standards.
This will include cleanliness, positioning of furniture and furnishings.
·
Ensure that arrivals are prepared for and
the guest checking in service is warm, friendly, and efficient, ensuring the
reception team allocate rooms to optimise the guests’ experience.
·
Provide a reception service and information
for customers, which includes, customer queries, potential future bookings,
restaurant availability and bookings, and complaints
·
Ensure that departures are prepared for so
that the customers last contact with our hotel and team members is warm and
friendly and an excellent last memory.
·
Manage any face-to-face customer query or
complaint, handling them in an efficient and timely manner to ensure that the
customers satisfaction is restored. Maintain accurate records and open
communication on complaints with the Senior Management Team
·
Ensure there is a documented procedure that
covers all general duties to be carried out by the reception team as set out
in company policies.
·
Create and implement a customer service
procedure, which includes guest area standards and hotel room allocation, this is trained to all reception team members
to ensure consistent customer service, standards, and communication style
with customers.
·
Create rotas to ensure that all shifts are
fully staffed; costs, wages and absences are managed within Budgets and
company policies, whilst adhering to the needs of the business. Ensure
payroll for the team is reconciled as per Company Policy
·
Monitor employee’s attendance to ensure they
are punctual and adhere to the company’s uniform standards
·
Report any maintenance issues and
requirements of new equipment to the relevant department.
·
Work within departmental budgets to ensure
maximum profit, monitor revenue and costs daily to ensure targets are met and
managed. Placing and managing orders of supplies for the department.
·
Ensure that all cleaning, end of shift and
night porter duties are carried out to ensure the reception and communal
areas are always ready to accept guests.
·
Ensure all cash handling procedures are
carried out at the start and end of shift, monies are correct and securely
stored and all cash handling record sheets are completed and filed correctly.
·
Create and lead a customer focused
environment ensuring it is delivered at all times.
·
Effectively manage and motivate the
Reception Team ensuring a positive but challenging working environment and ensure
the Reception Team are upselling and cross selling in line with the Directors
expectations.
·
Line management responsibility for the Reception
team, recruit, manage and appraise direct reports dealing with any
performance issues in line with HR policies and procedures.
·
To be an active member of the Management
Team and play an active role in shaping the Company’s communication,
performance, continuous improvement, and direction
·
To oversee and ensure the completion of all
Reception administration in line with company and department policies. This
would include, but is not limited to, pre-arrival checks completed, bookings
confirmed, and deposits taken.
·
Ensure that any documentation that holds
customers details is stored securely or destroyed in compliance with GDPR.
·
To ensure the key tracking system is
accurate and orderly at all times.
·
To implement, manage and review the Reception
department policies and procedures and ensure all team members are trained
on, and adhere to both company and department policies and procedures and all
compliance regulations such as the Data Protection Act and Health &
Safety
·
Review the performance of the Reception department
and look for ways to continuously improve the level of service and customer
experience.
·
To be responsible for day-to-day problem
solving, escalating issues to relevant departments as required i.e.,
maintenance.
·
To act as an ambassador for the business and
ensure that the Company is promoted externally on all occasions.
·
Support the company’s mission and objectives
through compliance to Policies and Procedures.
·
To perform any other duties as required by
the Company to ensure the successful and efficient running of the business
Key Relationships:
·
F&B Managers
·
Events Manager
·
Revenue Manager
·
Golf Manager
·
Reception Team
·
Hotel General Manager
Education, Training & Experience:
·
Teamwork skills and the ability to act as
the public face of the business
·
Managerial or Supervisory Experience or
previous experience in a similar level role
·
Hospitality / Family business background
(Desirable)
·
Attention to detail, organised and have a
passion for providing exceptional service
·
Computer literate with proficiency in
Microsoft Office.
Disposition & requirements:
·
Full valid Driving Licence for UK
·
Flexible Schedule, for Working hours
·
Maintain a professional standard of work
attire
·
Excellent Customer Service
·
Enthusiastic and Energetic Team Player
·
Excellent leadership, communication, and
people skills
·
Ability to multi-task and remain calm whilst
under pressure
·
Strong Work Ethic
·
Good Timekeeping Skills
·
Fast thinking
·
Ability to lead a team
Hours of Work
42.5 hours per week (yearly
average) over 5 days, including weekend and bank holiday working hours .
Permanent position. Salary: £32,500.00
per annum.
Company Benefits (subject to T&Cs)
Discounts & Perks
o Discounts on Food & Beverages at
Heacham Manor Hotel and Searles Leisure Resort.
o Seasonal discounts on golf, gym
memberships, holiday & hotel accommodation.
o Access to Salary Extras with instant
discounts at major retailers, supermarkets, restaurants and travel
companies
Use of Facilities
o Free gym access
o Free swimming pool access
And more!
o Free on‑site parking
o Bonus Schemes
o Staff referral rewards
o Long service awards
o Employee Assistance Programme