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 Discounts on Food & Beverages at Heacham Manor Hotel and Searles Leisure Resort. Seasonal discounts on golf, gym memberships, holiday & hotel accommodation. Access to Salary Extras with instant discounts at major retailers, supermarkets, restaurants and travel companies Use of Facilities Free gym access Free swimming pool access And more! Free on‑site parking Bonus Schemes Staff referral rewards Long service awards Employee Assistance Programme