Hotel Reception Shift Leader

5 days ago

Liverpool, United Kingdom Pullman Liverpool Full time

Job description

**Salary**: £23,635, complimentary car parking, complementary hotel gym usage, significant investment in training and development, pay streaming service, EAP provisions, and global Accor hotel discount scheme.

**Focus**

The 4-star Pullman Liverpool Hotel is located at Kings Dock on Liverpool's world famous waterfront. Boasting an incredible location in the heart of the city, this hotel truly is a Jewel in the Accor brand portfolio. Pullman is a stylish and in tune luxury brand with a focus on inspiring a new generation of business travellers and business leaders. Hyper-connected and sophisticated explorers, every day they invent new ways of doing business around the world. The world is their playground and every moment is an opportunity. Their life is a mix of business and pleasure, a balance of efficiency and personal well-being.

As Reception Shift Leader you will oversee all aspects of the front office (including registration, porter services, connectivity lounge service telephone services, concierge services, and guest reservations) to deliver a guest experience that is unique and brings the brand to life. At Pullman Liverpool, we want our guests to feel able to do their best, achieve their goals and be recognised for their success. To help them we need you to recognise the guest and help them feel valued and important.

**Main Responsibilities**

**PEOPLE**:

- Ensure front office staff provide guests with prompt service, professional attention and personal recognition.
- To manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance.
- Motivate and engage the team to work towards team goals.
- Manage the team’s professional development and discuss any area of concern with the team on a one to one basis.
- Educate and train team members in compliance with local laws and safety regulations. Ensuring team members know emergency procedures and serve as a central communications point during emergency/crisis situations
- Ensure staff are properly trained and have the tools and equipment to carry out job duties.
- To be committed to continual professional development

**PROFIT**:

- To support in monitoring the budget and controlling labour costs and expenses with a focus on rate strategy, building initiatives and inventory management. Oversee night audit function and preparation of daily financial reports.
- Support in developing plans to increase occupancy and ADR through walk-ins and up selling at the front desk.
- Promote the brand and/or group loyalty programme, adapting the sales pitch to suit the guest’s needs
- Ensure that all soft benefits are offered to each ALL member accordingly and the team are achieving enrolment targets.
- Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner

**PRODUCT**:

- Serve as the Manager on duty, on a rota basis, taking ownership for the safety and security of the Hotel during your shift.
- Promote the Pullman brand philosophy through exemplary attitude, behaviour and communication skills.
- Ensure the department is compliant with brand standards and action audit feedback promptly and effectively.
- Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.
- Contribute to guest satisfaction and guest relations, whilst taking care to respect administrative procedures
- Anticipate guest needs and provide current, accurate and relevant information personalised to guests and visitors individual needs.
- Collect and input information on guests, to improve future visits to the hotel
- Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies.
- Audit the brands loyalty programme ALL on a daily basis to ensure accurate records of points distribution / redemption

**RESPONSIBLE BUSINESS**:

- **To ensure ALL Safe compliance in every activity undertaken**
- Ensure that the workplace remain clean and tidy
- Ensure compliance with local laws and safety regulations
- Ensure the safety of people and property
- Will undertake reasonable duties as dictated by the Reception Manager.

**Qualifications & Skills**

To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
**Essential**:

- Proficient team leadership and supervisory skills preferably within the Hotel Sector
- At least three years’ front office or guest service experience
- Positive, welcoming attitude and good communication skills
- Exceptional interpersonal skills
- Extremely well organised and attention to detail
- Ability to work on your own and as part of a team
- Commitment to and passion for delivering high levels of customer service
- Must speak fluent English.

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