Hotel Reception Supervisor

6 months ago

Brighton, United Kingdom Staybridge Suites Brighton - an IHG Hotel Full time

**About us**

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Reception Manager, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home. H&S champion and crisis contact person during all assigned shifts. If it sounds like you, then we would love to hear from you.

**Role Objective**:
Ensure that all guests are welcomed, checked in and out in a friendly and professional manner, to 4 Star standard. Be a central point of information for guests and enquiries and effectively supervise the Reception team.

**Primary Responsibilities**
- To ensure the smooth and efficient running of the Reception and Front of House areas.
- To prepare and manage reception staff and to ensure correct staffing levels at all times
- Provide training and induction to all new and existing reception staff whilst developing training to suit the needs of the business.
- To ensure all reception staff absences, sickness and annual leave is monitored, recorded and reported to the HR department.
- To set targets and monitor active selling within the Front of House team in line with company targets.
- To oversee the presentation of facilities to an exceptionally high standard at all times.
- Create a professional and friendly first impression and ensure all customers are greeted in a courteous manner, providing a high quality service to all guests, at all times.
- Check in guests on arrival, take pre-authorisations, complete registration and update information as per company procedures.
- Receive payments, issue receipts and use the PDQ machine.
- Check guests out on departure, ensuring full payment is taken and copy of a VAT receipt is issued to the guest.
- Prepare paperwork for the next day’s arrivals, making sure the information on the registration cards is correct.
- Ensure all charges are correctly posted to members’ accounts following the standard operating procedures.
- Understand switchboard operation, accepting external and internal calls within 3 rings and transferring them to the correct department/room.
- Check prior shift handovers and write daily handovers in the diary for current and forthcoming days to ensure seamless guest service is provided
- Follow the correct procedure to complete the “end of day” and receive all takings from departments securely.
- Ensure that floats and tills are correct and communicate any discrepancies to the Operations Manager
- Assist management in training, motivating, and coaching employees; serve as a role model and first point of contact for any queries.
- Supervise the team’s workload on shift, allocating duties and responsibilities to the reception staff, offering assistance where necessary.

THE IDEAL CANDIDATE WILL:

- Be from a customer focused background (hospitality preferred) with proven ability to drive standards forward whilst ensuring the management and development of the team through training and coaching.
- Have excellent written and verbal communication skills
- Demonstrate a positive, friendly and professional manner and culture at all times.
- Be able to develop and deliver customer service and sales training to Front of House staff
- Be required to devise and implement procedures.
- Have the ability to manage and monitor sales targets for the FOH team
- Be able to recruit, train, manage and monitor the Front of House team whilst ensuring on-going succession planning.
- Must be able to work flexible hours for a 7-day operational business.
- Have sound knowledge of Word and Excel and Opera PMS.
- Be a strong and charismatic individual.

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

**Salary**: £26,000.00 per year

**Benefits**:

- Flexitime

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus
- Tips
- Yearly bonus

**Experience**:

- Customer service: 1 year (preferred)
- Hotel reception: 1 year (preferred)

**Language**:

- English (preferred)

Work Location: In person

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