Hotel Team Leader

4 months ago

Exeter, United Kingdom The Bendene Townhouse Full time

**The Bendene Townhouse, Exeter**

**Position**:
**Team leader**
- The Hotel Team leader GSA reports to the Town House Manager
- The Hotel Team leader GSA is a resourceful and efficient multiskilled team member, accountable for the successful performance of the general and specific Town House duties as outlined below
- Create and sustain a work environment that embraces the company vision, mission and values and ensures fair, equitable treatment of all staff
- Focus on the HI WEST brand essence - providing a relaxed, simple but efficient service culture, in a zero harm environment through the guest centric touch points
- Create and sustain a work environment that embraces the company vision, mission and values and ensures fair, equitable treatment of all staff
- Knowledgeable in the provisions and obligations within the various policy documents and Standard Operating Procedures (SOPs) and related guidance documents
- Practiced in general, housekeeping and front office operations and procedures in accordance with the various SOPs
- Creates a clean and hygienic environment for all guests and staff
- Working with colleagues at all levels to deliver a consistent level of quality service and maintain the defined standards
- The GSA participates in all operational meetings as part of the Town House Manager’s team in all matters pertaining to the operations of the Town House

**Qualifications for the job**:

- Experience is ideally required for this role
- Excellent listening skills
- Follow/enforce company policies and procedures
- Assume responsibility and accountability
- Excellent safety and sanitation skills
- Understand security requirements
- Create courteous, friendly, professional work environment
- Must be able to read and understand English
- Ability to work between Pineapple Town House locations

**Your entitlements**:
You will belong to Job Level 2

Salary is pro rata

Your compensation and benefits are embodied in your employment contract

**Duties & responsibilities**:
The duties and responsibilities will be as for the GSA position outlined below.

In addition the Team leader will conduct a leadership role within the property and deputising for the Town House Manager during periods of vacation cover, sickness, or other operational reasons.

As a Town House GSA, your responsibilities will be as follows:

- Knowledge of all Front Desk Policies & Procedures
- Offering a warm and welcoming greeting to all arriving and departing guests
- Knowledgeable of the correct check in and check out procedures
- Versed in answering guest requests
- Know room locations, types of rooms available, and room rates
- Knowledgeable of all Housekeeping Policies and Procedures o Implementing the housekeeping and cleanliness standards o To have an eye for detail ensuring the Town House is maintained clean at all times o Clean rooms, corridors, stairwells and public areas strictly following the established SOPs o Deliver and retrieve items on loan to guests e.g. iron and ironing boards o Ensure security of guest rooms and privacy of guests o Perform rotation cleaning duties (e.g. spring cleaning, super cleaning etc.) as required o Responsible for the cleanliness and maintenance of your work area.
- Knowledge of the Town House and guest room facilities and services
- Telephone to have training in operating the telephone system o Ensure proper telephone manners are maintained at all times o Ensure that telephone is answered within 3 rings o Required to communicate in above average English additional linguistic skills an advantage o Be fully aware of Fire and Emergency Procedures and ensure important telephone numbers such as police, fire brigade and hospitals are available for quick reference
- Responsible for Town House property in the work area
- Attend to guest calls, guest requests /guest complaints in the area assigned
- Carry out lost and found procedures
- Report maintenance issues to the Town House Manager and follow through
- Read and initial the hand over logbook and bulletin board daily o As necessary write clearly in the daily logbook for the benefit of the next shift
- Handle and resolve guest complaints proactively and in a timely manner
- Ensure staircases and fire doors are not obstructed by any equipment
- Be aware of daily activities taking place in the Town House
- Attend department meetings
- Report any unusual occurrences to the Town House Manager
- Know all safety and emergency procedures
- Project a positive image placing high emphasis on guest service and satisfaction
- Perform any other task as required by the Town House Manager
- Key Result Areas and Common Standards of Performance for all managers in the following areas: o Financial o Asset Control o Legal Compliance o Sub-Contractors o Staff Records Development & Training o Team Briefing o Innovation & Creativity o Health & Safety o Quality Control o Environment o Care of the Property o Management Team Contributions/meetings o Record keeping o Walk

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