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Reception Manager

2 months ago

Gatwick West Sussex, United Kingdom Arora Hotels Limited Full time
About the Role

We are seeking a highly motivated and experienced Reception Manager to join our team at Arora Hotels Limited. As a key member of our Front Office team, you will be responsible for ensuring that our guests receive exceptional service and have a memorable stay with us.

Key Responsibilities
  • Lead the Front Office Team: Foster a positive and productive team environment, ensuring that all team members are focused on delivering exceptional guest service and meeting brand standards.
  • Manage and Inspire the Team: Motivate and coach the team to achieve maximum guest feedback scores and increase revenue potential through upselling and promotions.
  • Implement Sales and Marketing Strategies: Work closely with the Revenue Manager to implement sales, marketing, and rates policies that drive revenue growth and meet business objectives.
  • Guest Service and Resolution: Deal with guest concerns promptly, attentively, and efficiently, ensuring that all issues are resolved to the guest's satisfaction.
  • Team Development and Training: Coach, train, and support the team to provide consistently high standards of service, while continually looking for opportunities to improve and develop.
  • Rota Management and Administration: Manage rotas, timesheets, and holiday entitlements, taking into account occupancy and large group movements, especially those with early or late arrivals and departures.
  • Group and Flight Arrivals Management: Manage and oversee all groups and delayed flight arrivals, ensuring that all associated administration is handled efficiently and effectively.
Requirements
  • Strong Leadership and Motivational Abilities: Proven experience of leading and motivating teams to achieve exceptional results.
  • Excellent Attention to Detail and Drive for Excellence: Strong attention to detail and a drive to maintain high standards of service and quality.
  • Strong Communication, Interpersonal, and Organisational Skills: Excellent communication, interpersonal, and organisational skills, with the ability to work effectively in a fast-paced environment.
  • Proven Experience of Managing, Coaching, and Developing Teams: Proven experience of managing, coaching, and developing teams to achieve exceptional results.
  • Approachable and Positive Manner with a Can-Do Attitude: An approachable and positive manner, with a can-do attitude and a willingness to go above and beyond to deliver exceptional service.
  • Ability to Use Initiative in Challenging Situations and Under Pressure: The ability to use initiative in challenging situations and under pressure, with a strong focus on delivering exceptional results.
  • Ability to Work in a Fast-Paced Environment and Handle Multiple Tasks Simultaneously: The ability to work in a fast-paced environment and handle multiple tasks simultaneously, with a strong focus on prioritisation and time management.
  • Smart and Professional Appearance: A smart and professional appearance, with a strong focus on maintaining a high level of personal presentation.
  • Proven Track Record in a Similar Position within a 4-Star Hotel: A proven track record in a similar position within a 4-star hotel, with a strong focus on delivering exceptional results and driving revenue growth.
  • Good Working Knowledge of Opera PMS and Microsoft Office: A good working knowledge of Opera PMS and Microsoft Office, with the ability to use these systems effectively to manage and administer the Front Office team.
  • High Standard of English, Both Written and Spoken: A high standard of English, both written and spoken, with the ability to communicate effectively with guests and colleagues.
What We Offer
  • Competitive Salary: A competitive salary, with opportunities for career progression and development.
  • Holiday Entitlement: 28 days' holiday, with enhanced entitlement after 5 years of service.
  • Free Meals on Duty: Free meals on duty, with a range of options to suit all tastes and dietary requirements.
  • Discounted Employee Friends and Family Rates at Arora Hotels: Discounted employee friends and family rates at Arora Hotels, with a range of options to suit all budgets and preferences.
  • Food and Beverage Discounts: Food and beverage discounts, with a range of options to suit all tastes and dietary requirements.
  • Christmas Gifts and Employee Parties: Christmas gifts and employee parties, with a range of options to suit all tastes and preferences.
  • Introduce a Friend Scheme: An introduce a friend scheme, with a range of options to suit all budgets and preferences.
  • Cycle to Work Scheme: A cycle to work scheme, with a range of options to suit all budgets and preferences.
  • UK Attraction Discounts at Merlin Entertainments: UK attraction discounts at Merlin Entertainments, with a range of options to suit all budgets and preferences.
  • Taste Card: A taste card, with a range of options to suit all tastes and dietary requirements.
  • Life Assurance Scheme: A life assurance scheme, with a range of options to suit all budgets and preferences.
  • Wage Stream: A wage stream, with a range of options to suit all budgets and preferences.
  • Employee Assistance Programme: An employee assistance programme, with a range of options to suit all budgets and preferences.
  • Arora Star Employee Recognition: Arora star employee recognition, with a range of options to suit all budgets and preferences.
  • Long Service Recognition Award: A long service recognition award, with a range of options to suit all budgets and preferences.
Grow with Us

We are a rapidly growing company, with exciting opportunities for career progression and development across our properties and brands. As a member of our team, you will have the opportunity to develop your skills and experience, and to take on new challenges and responsibilities as you grow with us.