Head Receptionist

4 days ago

Bolton BL, United Kingdom The Last Drop Village Full time

Head Receptionist – Job Description

· To inspire and motivate the reception team to always offer the best levels of customer service.

· To ensure any guest issues are dealt with in an appropriate timely and correct manner in line with the hotels value policy.

· Ensure that the reception team runs smoothly and liaising with other members of the team as required.

· Assign tasks and manage daily schedules to optimise efficiency at the reception desk.

· Oversee daily tasks such as check in/ check out, guest enquiries and reservation management.

· Monitor quality of service to ensure service delivered is in line with the department's Standard operating procedures (SOPs).

· Effective and accurate communication with other hotel departments ensuring the customers journey is seamless.

· Planning department rota's ensuring rotas are accurate for business levels.

· Monitor hotel change levels and place appropriate orders dependant on business levels.

· Ensure department orders are correctly fulfilled whilst ensuring budget guidelines are adhered too.

· Investigate departmental financial discrepancies and share results with the Reception Manager for further investigation if necessary.

· Work alongside the reception manager to understand segment selling strategies and implement to the reception team.

· Maximise hotel revenue by utilising appropriate upselling technique and targeting.

· Manage incoming calls ensuring all calls are answered in the correct and timely manner outlined in the departments Standard operating procedures (SOPs).

· Assist the Reception Manager with departmental training and implementing new procedures as required within the department.

· Monitor PM accounts relevant to the reception department and action suitable resolutions.

· Monitor guest payment and credit facilities ensuring all payments are collected correctly in line with company procedure. Ensuring correct authorisation correspondence is held for company & travel agent reservations.

· Maintain departments relationship with Reservation and Sales departments.

· Monitor hotel availability ensuring area availability is known to facilitate out bookings if required. Make out booking reservations whilst maintaining a positive & professional relationship with guests involved

· Adhere to the hotel's cash policy ensuring department safe and floats are kept at the set level, with discrepancies reported correctly and immediately

· Adhere to the hotel's security procedures

· Action any reasonable request as directed by Line Manager or other members of the Management team.

Job Types: Full-time, Permanent

Pay: From £28,000.00 per year

Benefits:

  • Discounted or free food
  • Employee discount
  • On-site parking

Experience:

  • Hotel Reception: 1 year (preferred)
  • Supervisory: 1 year (preferred)

Work Location: In person

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