Group Reception Lead

6 months ago

Burford, United Kingdom The Bay Tree Hotel, Burford Full time

Join Fuller’s: Where the true you thrives and diversity is embraced. At Fuller’s we don't just offer jobs, we invite you to celebrate your authentic self. Our four core values - doing things the right way, being part of the family, celebrating individuality and always asking what’s next? - define the essence of who we are.

The Bay Tree holds a magical ambiance that it has been remembered for, for centuries. Throughout the hotel the national trust colours are used from Farrow and Ball. Stonewalls, flagstone floors with open log fireplaces and wooden beams, create that home away from home feeling our guests seek.

The role of the Group Reception Lead will be able to identify, conduct and oversee the training requirements of all front office and reception staff across the 7 hotels within the Cotswold Inns & Hotels group.

To support the smooth running of the reception teams, to ensure that the customers’ needs are met, and they receive a welcoming and professional service. They will also support the recruitment and training of new reception team members.

**Key Strengths for the Role**:

- To bring a positive attitude to teamwork on shift and in and meetings whilst contributing to the smooth running of the Hotel at all times.
- A customer and standards focused approach to the role, and a passion for hospitality.
- A strong communicator, with good interpersonal skills.
- Strong time management skills, and ability to adapt to changing circumstances.
- A strong attention to detail.
- IT literate.

**Key Accountabilities**:

- Offer a training and induction programme to all new reception staff of all levels.
- Offer a training programme for receptionists wishing to progress to supervisory and management levels.
- Implement a company standard training plan for Front Office Staff and monitor that the training is being carried out at all properties.
- Monitor and develop the customer service levels delivered by all members of the Front Office teams to ensure best customer experience.
- Communicate and assist in the implementation of Front Office company standards and practices.
- Evaluate mystery guest and hotel inspector feedback to identify and implement a plan of action for any areas requiring improvement at individual hotels.
- To be aware of the group availability and selling rates for the day and have sight of key functions and when any special groups are arriving.
- Work with General Managers and Reception Managers to Identify reception procedures and standards that could be improved.
- Identify and share best practices throughout the group.
- Liaise with accounts department to ensure banking queries and debtors are kept to a minimum.
- Assist Reception Managers with training and structures for their own hotel team.
- Work with teams to Maintain the professional appearance of the Front Desk with a focus on hospitality and guest service.
- Liaise with Hotels to assist in recruitment needs across the group.

**Support Reception teams to adhere to the following**:

- To solve queries quickly and efficiently and make sure account queries are resolved on the same day.
- To liaise closely with the reservations departments regarding ready rooms, early arrivals, room moves, stay overs and discrepancies.
- To make sure to attach each registration card with a copy of the customer bill before sending to accounts.
- To follow the standards upon check in and check out with regards to body language and customer care.
- To ensure to follow administration policies and procedures and all customer profiles are updated.

**What we can offer you**:

- An exciting variety of career paths: Explore a wide range of roles and career paths across our pubs and hotels.
- Supportive environment: We put people first and strive for a collaborative and trusting atmosphere where everyone is valued.
- Continuous growth: Engage in learning and development programs to fuel your personal and professional growth.
- 25% discount on food and drink, across all our pubs and hotels for you and your friends and family. Increasing to 30% after one year, 35% after three years and 40% after five years.
- A fair share of tips, paid on top of your hourly pay and paid on a weekly basis.
- Discounted hotel stays at hotels in the Fuller’s Family
- Access to ‘My Fuller’s’ - our online benefits platform where you can make savings at 100s of retailers and access discounted gym memberships, cinema tickets and much more.
- Healthcare Cash Plan - after one year with us you will have access to a 24-hour GP service and the ability to claim your money back for dentist and eyecare appointments.
- Full induction and training
- The option to receive up to 35% of your earnings as you earn them with Wagestream. This means you won’t always need to wait until payday.

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