Reception Supervisor

6 months ago


Wolverhampton, United Kingdom Park Hall Hotel & Spa Wolverhampton Full time

**Duties & Responsibilities - Reception Supervisor**

**Job Title**: Reception Supervisor

**Responsible to**: Front Office Manager

**Objectives**:
To ensure that visitors and clients are received in an excellent and professional manner and that all reception areas operate to a high-quality of service at all times.

**Key responsibilities**:

- Managing and training the reception team
- Ensuring the front desk provides a professional and friendly service for customers
- Dealing with customers, including handling complaints when they come to the desk
- Troubleshooting emergencies
- Scheduling your staff rota
- Liaising with other departments
- Achieve hotel room budget
- Ensuring Uniform Standard are being followed
- To supervise the professional greeting of clients and visitors, to the highest standards.
- To manage room reservations ensuring that the bookings team are processing all enquiries accurately
- Recruitment, induction and training of receptionists
- Appraisals and performance management of staff, including monthly meetings
- Leading, monitoring, motivating and inspiring the team; providing guidance and support
- Review of existing standards and procedures while implementing new best practices to ensure a seamless delivery of PMS system
- To ensure that all reception staff are trained and are fully conversant with all aspects of the software
- On-going development of skills and knowledge for the FOH team.
- Produce, manage and operate the reception Rota, checking future planned absences, planning cover and ensuring overtime is provided when necessary
- Manage the implementation for any change or upgrade in software systems
- Monitor budget and produce weekly/monthly reporting where applicable
- Producing monthly and ad-hoc reports on service usage and service issues to ensure that customers and management receive appropriate information in an accurate and timely manner.
- Constant review and improvement of the welcome services
- To ensure that service levels are maintained to the highest degree and particular attention is paid to client care to ensure that all visitors receive the highest quality of service and attention.
- To regularly monitor team member’s performance, giving appropriate feedback and set achievable objectives prior to giving annual review
- To lead the Reception Team in their daily tasks.
- Maintain the reception area in a clean and tidy manner
- Establish and maintain effective working relationships with staff and guests
- Be focused on increasing ADR, Occupancy and Room Revenue
- Maintain attendance records and inform the relevant members of staff
- Maintain and monitor accident record book
- Adhere to company’s policies and procedures
- Adhere to company’s Health & Safety procedure
- Should be well presented and smartly dressed at all times and that uniform standard are being followed

**Job Types**: Full-time, Permanent

**Salary**: Up to £23,000.00 per year

**Benefits**:

- Company pension
- Discounted or free food
- Employee discount
- On-site parking

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme

COVID-19 considerations:
Enhanced cleaning regime and screens in place

**Experience**:

- Hotel Reception: 2 years (preferred)

Work Location: In person


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