Reception Supervisor

3 weeks ago

London, United Kingdom Baglioni Hotel London Full time

To anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- To address guests' service needs in a professional, positive, and timely manner.
- To welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- To assist other employees to ensure proper coverage and prompt guest service.
- To provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
- To be fully conversant with and able to sell all services and facilities available to guests using the hotel
- To differentiate between different guest types and handle them in the appropriate manner; guests with confirmed or claimed reservations, walk-ins, VIP guests and groups
- To follow up arrivals using the prescribed procedure, modification of registration cards, special requests, rate changes, room changes and account inquiries
- To maintain a professional image on duty, including a polite and courteous manner, cheerful disposition and punctuality
- To run a credit check reports on each shift, and thoroughly scrutinizes it for any possible doubtful accounts and report to Assistant Manager
- To ensure all special requests are followed through and administered
- To ensure guest privacy and security and make sure that confidential information is not disclosed
- To ensure the correct procedure and policy standards are adhered to for the following:

- Registering guests and escorting them to their rooms/suites
- Allocation of rooms
- Completed key cards, with key cut
- Guests with claimed reservations
- Walk-ins
- VIP guests
- Groups
- Show around facilities
- Updating of guests credit cards and authorisation on their bills
- Updating of passport for no-residents
- To follow prescribed procedures in handling reservations inquiries
- To liaise with Housekeeping, Maintenance, Butlers and Reception Manager in respect of out of order rooms, special requests and discrepancy reports
- To ensure a thorough handover from shift to shift
- To ensure all necessary supplies are available for the front desk and to order more if required
- To assist the reception Manager with any other relevant and necessary tasks as required
- To complete keys check on a daily basis and report any discrepancy to reception Manager
- To be fully aware of the hotels credit policy as it applies to the following:

- Cash payments
- Credit card payments
- Account to company
- Third party payments
- Voucher payments
- Agency Commissions
- Staff incentive commission
- To be fully conversant with foreign exchange procedures
- To liase and co-ordinate with the accounts department and Reception Manager over any special billing requests and procedures
- To encourage up-selling in order to maximize rates
- To show round to be completed in a friendly and efficient manner ensuring that all food and beverage facilities, spa facilities and their hours of operation are advised Once in the room to demonstrate briefly the operation of the television, minibar, radio, telephone etc., and to indicate fire instructions in the room
- To ensure that guest details are not disclosed
- To handle promptly and courteously all guest comments, questions, complaints, requests and inquiries, taking the necessary action steps and ensuring thorough follow through
- To answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- To talk with and listen to other employees to effectively exchange information.
- To provide assistance to coworkers, ensuring they understand their tasks.
- To follow company and department safety and security policies and procedures to ensure a clean, safe and secure environment
- To report work related accidents or other injuries immediately upon occurrence to management
- To identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
- To follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- To complete appropriate safety training and certifications to perform work tasks.
- To maintain awareness of undesirable persons on property premises.
- To ensure that all potential and real hazards are reported immediately and rectified
- To be fully conversant with all departmental fire, emergency and BOMB procedures
- To ensure tha

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