Head Receptionist
1 month ago
At the Parkmore we are looking for someone skilled and ambitious to become our new Head Receptionist.
As Head Receptionist the position holder must have excellent customer care skills, good communication skills, organisation skills, good management skills and strong team leadership.
You will be responsible for the recruitment, induction, ongoing training assessment and development of all Reception Staff. The role will involve organising rotas, having a hands-on approach to general reception duties - providing a warm welcome to every guest, making reservations, dealing with enquiries, dealing with complaints, cash handling and dealing with ad hoc queries.
To co-ordinate all administration and operational procedures related to the day to day management of Reception area’s within the hotel.
To assist the Senior Management team with the delivery of affective targets and motivating your team to achieve them.
Duties and Responsibilities:
Communication
1. To promote and sell products and cement strong relationships with local companies and clients.
2. To induct and instruct the use of all equipment associated with the Reception area to enable staff to use the equipment effectively.
3. To ensure all reception staff answer the telephone in a clear, positive and professional manner to ensure good customer care of all enquiries.
4. To ensure that all visitors to the hotel, are made welcome, ascertaining their requirements, assisting them with general information or passing them on the appropriate person.
6. Create reports on key figures to senior management on a regular basis.
Teamwork and Leadership
1. To be responsible for managing all staffing issues within the Reception area including rotas, holiday cover, in-house training, employment of General Assistants, professional development, performance management and day to day feedback on performance.
2. To be responsible for the Induction, training, development and appraisal of all reception staff.
3. To ensure a thorough and proper handover between the Reception Staff according to the shift pattern.
4. To provide backup and support within the staffing structure and carrying out the duties of another member of the Reception team in the event of absence/illness.
5. To work closely with Senior Management for the effective delivery of services from Reception.
Decision making processes and outcomes
1. To set and maintain standards of professional conduct and customer care for all Reception.
2. Ensure that all Reception are fully trained in the procedures for cashing up in accordance with the procedures we have put in place.
3. Recruit and appoint Staff as required.
Planning and Organising Resources
1. To co-ordinate the day to day work of all reception staff through individual work plans, setting clear aims and objectives.
2. To organise Health and Safety audits to maintain health and safety standards throughout the Reception Areas and ensure compliance with all relevant Health and Safety at Work rules and regulations.
3. To review and manage the Reception Rota on a weekly basis working within a set budget to the business needs.
Initiative and Problem Solving
1. To organise staff as required to cover holiday and sickness.
2. To review and implement any new procedures to meet our operational requirements.
3. To work closely with the Senior Management to ensure that room rates are set correctly and have a good position within the market.
4. Creating new and inventive ideas for marketing rooms to boost accommodation sales.
Analysis and Research
1. To set a Parkmore standard procedure for Cashing up of all tills within the building.
2. To be able to monitor and understand room rates and the core values such as average room rate and RevPar and how to increase this to boost revenue.
3. To set up Customer Care surveys to include all internal and external customers feedback and present this to management.
Work Environment
1. To be fully conversant with all emergency procedures and take responsibility for the speedy and effective evaluation of the facility in the event of an alarm activation requiring such action.
2. To ensure that the Reception Areas are maintained in a clean, tidy and safe condition at all times, thus projecting a professional image.
3. To work with the team to be able to deal with customer comments and diffuse any difficult customer situations.
Pastoral Care and Welfare
1. To be responsible for the welfare and well being of all Reception Staff.
2. To engineer a safe working environment, a positive attitude and promote an enjoyable working atmosphere.
Team Development
1. To be flexible within the working environment creating an ethos of teamwork and professionalism.
2. To provide training, support and management for all staff working on Reception.
3. To fully induct all new Reception staff, ensuring that all relevant operational / emergency procedures are clearly explained and understood.
4. To ensure that all staff
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