Hotel Reservations Supervisor

**Reception / Front of House**

**ABOUT US**

Award-winning 96 bedroom waterfront Hotel, located on the banks of the Leeds Liverpool Canal in Skipton, the gateway to the beautiful Yorkshire Dales.

**PURPOSE**

Reports to Head Receptionist & Front Office Manager.

The Receptionist co-ordinates all activities at the Front Desk, i.e. ensures a smooth arrival and departure experience for all customers as well as reflect a positive image for all outside guests. He/ she works closely with the Head Receptionist & Front Office Manager.

**MAIN DUTIES AND RESPONSIBILITIES**

**Key Performance Areas**

**Key Competencies**
- General
- Customer Focus
- Planning and Organizing
- Leadership
- Communication
- Team Work
- Controls and Procedures
- Personnel and Development
- Key Performance Areas: _

General
- Reports to work within the requested time, prior to the commencement of duty, well groomed and dressed to the uniform standard.
- Demonstrates pride in the workplace with a high-level commitment.
- Treats all guests and colleagues in a polite and courteous manner at all times.
- Gives full cooperation to all guests, and assists in a prompt, caring and helpful manner.
- Anticipates guest’s needs wherever possible and reacts to these to enhance guest satisfaction.
- Promotes a helpful and professional image to the internal and external customer.
- Ascertain a high degree of guest satisfaction (to receive zero complaints about your department).
- Uses guest names whenever appropriate.
- Has a good knowledge of all the different types of rooms, hotel facilities, hours of operation, restaurants, shops and function rooms.
- Is well informed about special functions and events held in the hotel on a daily basis.
- Is aware of the hotel management, their office location, role and availability.
- Complies with the hotel’s legal requirements for fire, bomb threats and Health & Safety and is fully aware of all emergency procedures.
- Attends all training sessions as required.
- Keeps work areas clean and tidy at all times.
- Is fully aware of the national history of Skipton, places of interest, shopping areas, etc.
- Maintains professional confidentiality and never disclose any secrets pertaining to the Company.
- Handles emergency cases according to the established policies and procedures, e.g. fire safety, beach / pool emergency, medical care, bomb alarm etc.
- Carries out any reasonable duties as requested by a senior manager.
- Ensures that the “Product Standards” are followed as trained.

Planning and Organizing
- Supervises all Front Office procedures that are carried out, and ensures staff work according to pre-set standards and procedures at all times.
- Allocates rooms giving priority to special guests, VIP and regular guests. Considers special requests like interconnecting, adjacent, non-smoking, high and low floor.
- Ensures that VIP and regular guests are pre
- registered.
- Liaise with Head Receptionist & Front Office Manager when required regarding overbooking the hotel and ensures book-outs are carried out according to hotel policy.
- Familiarized with all FO sections related procedures such as Rezlynx and Switchboard to be able to cover if necessary.
- Monitor and correct performance of Front Office team to ensure our guests receive a fast, efficient and friendly welcome and farewell.

Communication
- Is aware of the hotel occupancy and average room rate today, month to-date and performance against budget requirements and selling strategy.
- Ensures all guest needs are being dealt with immediately, complaints are accepted and followed up according to standards and recorded in a logbook, and all guest queries and requests are handled in a polite, efficient manner. Updates guest profiles in our PMS accordingly.
- Ensures all arriving and departing customers are met by a member of staff and are helped in case of any inquiries.
- Ensures all refused business is recorded with reason of its refusal.
- Reports any maintenance faults to the Engineering Department and make necessary follow-up.
- Prepares and send “late charge” letters.
- Ensures the Head Receptionist & Front Office Manager is kept informed of all developments

Procedures and Controls
- Ensures all duty shift procedures are carried out and recorded on shift checklists.
- Checks due outs and room discrepancies regularly.
- Checks
- in and registers guests accurately in accordance with established policy and procedures including payment methods.
- Enforces and follows the hotel credit policy.
- Maximizes room sales and revenue while minimization of operational costs.
- Key Competencies_

Customer Focus
- Actively seeks feedback from customers rather than wait for complaints.
- Critically evaluates one’s own performance and consistently sets high standards.
- Insists on clarity of roles, functions and tasks.
- Ensures procedures are being followed.
- Consistently produces error free output.
- Is always concerned with maintaining standards accu