Reception Supervisor

Reception Manager

**We are looking for a strong leader with excellent communication skills to join The Discovery Inn hotel, an independent hotel in Leeds City Centre, someone who is able to lead from the front. You would need to be a quick thinker, happy to muck in and work with all departments and manage a small reception team and be a hands on operator.**

**Job Title**: Reception Manager

**Responsible to**: Operations Manager / General Manager

**Hours of Work**: Variable as per business patterns. A minimum of 40 hours per week (FT)

**Job Summary**:

- To supervise and manage reception staff, thereby assisting with the smooth running of the front of house department
- To lead reception team, ensuring an efficient and professional manner is maintained
- To act as a role model, demonstrating and promoting the standards expected by the hotel and creating an energy and enthusiasm for the service
- To liaise with and assist the ops manager and general manager as and when required
- To provide support within each department as required. Maintain set standards of performance in line with the hotel operation.

**Reception manager duties and responsibilities**:

- Having knowledge of Reservation Procedures and running a busy reception desk
- Ensure all reception shift tasks and standard operating procedures are understood and adhered to by the team
- Confident with Property management systems.
- Review reservations booked daily and list of arrivals
- Responsible for training reception staff.
- Responsible for implementation of policies and procedures.
- Responsible for checking various Production reports and tackling any issues.
- Monitoring Telephone Manner and general performance of reservations staff daily.
- Ensure special handling of repeat guests
- To act as holiday manager to reception team.
- Monitor and coordinate group reservations activity with the operations manager and GM
- Review no-show and cancelled reservations and processes charges according to hotel’s policy
- Supervising of group reservations.
- Maintain cordial relations with commercial clients.
- Bring to the attention of the ops manager when the hotel availability status be changed and prepare for necessary action.
- In general, cover and support any other department requested by ops manager for example HK and Bfast
- As a member of the Management team attend various meetings and training to continually develop your own skills.
- Ensure the cleanliness and presentation of all the breakfast offering and breakfast room as it sits in the area on the ground floor
- To maximise all opportunities to up-sell and maximise all guest enquiries.
- To deal with any customer complaints in a polite and helpful manner and report all complaints in line with the hotel’s complaint procedures.
- To collate and respond to hotel reviews and communicate to Directors and staff
- Ensure that the operational and administration standards are being upheld by regular monitoring of all hotel facilities.
- To ensure that the standard of breakfast service is upheld and all staff are properly trained
- To have excellent product knowledge and be aware of current and pending changes.
- Assume responsibility whilst on duty for any emergency situations in line with procedures.
- **Standard Duties**: To supply the highest level of customer care and service whether in the public eye or in the back of house areas.
- To provide support and assistance to all your colleagues.
- To have good IT skills and be a very good communicator with excellent customer service experience
- To understand how the Health and Safety Policy affects each department and accept personal responsibility for your own health and safety as well as that of your colleagues and hotel guests.
- To be fully aware of the accident reporting system, maintenance fault reporting procedure and fire evacuation procedures.

Pay: £25,000.00 per year

**Benefits**:

- Company pension
- Employee discount

Schedule:

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

Application question(s):

- Have you worked on a hotel reception before?

Work Location: In person