Reception Manager

Job Advert

Are you passionate about hospitality and delivering magic guest service?

This is something that all employees at The Queens Hotel and Spa have in common. It is their dedication to creating a home away from home atmosphere that keep our guests coming back to stay.

We believe that our employees are the key to magical guest service, for this we look for a candidate who shares our vision and looks for opportunities to provide magic service.

Our wide range of employee benefits and personalised training and development plans ensure that our team love where they work. These include a full benefits online platform, meals on duty, a pension plan, life insurance, magic treats, birthday celebrations and staff social events, plus many more.

We now have an exciting opportunity for a Reception Manager to join our Reception Department.

As a Reception Manager, you will be required to master the art of versatility and inject some energy whilst completing a variety of duties. The main duties expected within the role are:

• Know and conduct Standard Operating Procedures for the day and night shift and to be conversant with all areas of Front Office Procedures.
• To strictly follow the Queens hotel, Brand Standard policy and Laws in terms of Data Protection and Personal Identifiable Information and ensure the front office team (including Nights) is aware and trained in this area.
• Ensure accurate control measures are implemented and communicated to staff for cash handling, till and banking and ensure this is adhered to by all members of staff at all time.
• To manage the daily running of the department by providing supervisor support such as voiding transactions, amending transactions and managing customer and staff complaints.
• To achieve targets that have been set for the department, such as room revenue and upselling and monitor performance. This includes individual's member's targets.
• Assist in the managing of the Concierge and their team and providing assistance when possible.
• Proactively think and act upon innovative ideas to improve guests experience and increase business but ensure that this is achieved in line with budget.

• To ensure a thorough and detailed handover is produced after every shift for the Night team.

• To communicate marketing strategies to the relevant departments frequently to ensure business success.

• To be competent at operating standard office equipment as well as computers and all I.T and communication systems.
• To proactively reduce the risk of business and guest information being shared by means necessary as advised by the Reception Manager.
• Oversee the Front of House team members whilst on duty and ensure that all regular security checks are carried out and recorded
• To assist in ensuring payroll is in line with budget.
• Monitor the movement and use of petty cash and ensuring it is being used for the correct purposes.
• To be flexible with working hours to meet the demands of the business
• To create and maintain good working relationships with colleagues in the Reception team and other departments throughout the hotel.
• When possible, support the team in times of staff shortages and to cover absences.
• Carry out 4 week and 26 week reviews on all employees under your direction.
• Manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for employees. Provide mentoring, coaching and regular feedback to help manage conflict and improve employee performance.

We are continually evolving, and our team do too, there is no red tape or corporate conflict with us

We Evolve – You Evolve – We Grow Together

If the position of Front Office Manager is the opportunity that you are looking for please apply with your CV. We request that this is in PDF format.

We welcome everyone and create inclusive teams where we celebrate difference and encourage colleagues to bring their whole selves to work. We are an equal opportunity employer and offer opportunities to applicants and employees without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We promote a culture of trust, support, and acceptance. Always welcoming different backgrounds, experiences, and perspectives.