Reception Team Leader

3 days ago

Liverpool, United Kingdom DoubleTree by Hilton Liverpool Full time

Here at Doubletree by Hilton Hotel and Spa Liverpool, we take pride in our colourful personalities, positivity, sense of fun and a deep-routed passion for hospitality. It’s in our make-up

At the heart of the city, a 3-minute walk from Moorfields station, a stone’s throw from Liverpool ONE and a meander from the famous docks, we are central to the world famous highlights this cultural city has to offer.

**Our Rewards**:

- Free meals on duty
- Excellent Career and Development Opportunities
- Online and local retailer discounts
- Holidays: 28 days including bank holidays

**The Role**:
We are looking for an exceptional leader who can inspire the team and follow up on the completion of processes to ensure that procedures are followed and the guest journey is an exceptional one.

**Key Tasks will involve the following**:

- To support the Front Office Manager in leading and developing the Reception team, winning their confidence in your ability to support them in finding a resolution to guest queries.
- To assist the Front Office Manager in delivering feedback on KPI's and performance to the Reception team.
- To impliment new procedures and set a brand standard in order to improve Reception processes, inclusive of delivering brand standards to Hilton Honours Members as appropriate, responding to guest queries and making proactive contact with arrivals.
- To ensure accurate processing of payments and postings to the Reservation system.
- To instruct the team and ensure that pre arrival checks are completed on a regular basis.
- To respond to SALT scores and advise the Front Office Manager of any compliments or complaints. To follow up any issues with the appropriate department to ensure improvement in service.
- To be in the know of and promote our city and the Hotel's fabulous facilities along with learning from the Reservations team to maximise revenue opportunities.
- To perform daily correspondence checks on expected arrivals, liaising with and reporting changes or issues to the Reservations team. Reporting of no shows and cancellations.
- Ensuring clear and straightforward communication is handed over to the nights team, Duty Managers and all other operational departments.
- To be responsible for ensuring that there is a high standard of public relations with all guests, you will have the ability to handle both complaints and compliments, reporting them to the Management Team.
- Making sure all policies and procedures are adhered to in line with Company Brand standards and H&S as per your training.

So if you have a great personality, and love welcoming people, then we want to hear from you

**Salary**: Up to £22,000.00 per year

**Benefits**:

- Company events
- Company pension
- Discounted or free food
- Employee discount
- Store discount
- Wellness programme

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Liverpool: reliably commute or plan to relocate before starting work (required)

**Experience**:

- OnQ Reservation: 1 year (preferred)
- Senior Receptionist: 1 year (preferred)
- Hotel Reception: 2 years (required)

Work Location: One location

Reference ID: Reception Team Leader

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