Head Receptionist

Head Receptionist

40 hours per week - £26,121 per year

Ufford Park - Woodbridge - IP12 1QW

Primary Job Purpose:

An exciting opportunity has arisen for a highly-motivated and enthusiastic Head Receptionist to join our team. The successful Head Receptionist will ensure the smooth running of the front desk and all reservation and reception duties.  Maximise customer satisfaction and maintain good customer relations.  Ensure adherence to all procedures sealing with advance reservations, checking in of guests and preparation of bills. Ensure and excellent service at all times. To accurately complete all reception and reservation documentation.

About The Role

Roles and Responsibilities:

• To manage and demonstrate high customer care within the team to meet the service requirements of the hotel

• To train staff for the full reception department in order to ensure a highly motivated and efficient team.

• To train all staff on float and safe procedures.

• Recruit, maintain and develop a strong team.

• Champion a training culture within the team that maintains knowledge and skills within the team and encourages and nurtures talent for succession planning.

• Assured financial awareness to include: Banking Procedures; P.C.I; No-shows; Gift Vouchers; Guest Recharges; Temp accounts

• Maximise Room Sales.

• Ensure staff rotas are set up to manage the needs of the business.

• Inform the Group Revenue Manager of any changes made to revenue detailed on the system.

• To be budget focused and to comply with departmental manning budget.

• To assist the reservations manager in caring out all administration duties relevant to front of house.

• To assist and devise good work practices in developing and improving guest care and account procedures.

• Liaise and develop good working practices specifically with the Revenue Manager and all other department in the hotel.

• To maximise selling opportunities by adding customer value at every opportunity.

• To handle customer complaints promptly and professionally, demonstrating genuine customer care.

• Aim to achieve daily targets set by Group Revenue Manager and General Manager.

• In the absence of the Revenue Manager, support the reception and reservations team.

• To undertake any other duties requested by management.

• To comply with all legal requirements in respect of health, safety and welfare of staff and customers.

• To be responsible to completing all absence procedures for their team and complete all necessary HR paperwork require for existing and new team members.

• All staff of the company are required to make themselves available for training and communication meetings, for which advance notice will normally be given.

• Ensure they and all their staff attend fire training as required by law and to be familiar with the departmental responsibilities.

• To carry out duty management shifts on a rota basis

• It is the responsibility of each individual employee to be aware of the principles of good health and safety within their own workplace, and to have regard for any directions concerning health and safety within their place of work.

This job description is not exhaustive and the job holder may be required to carry out other reasonable tasks as specified by their manager.

Key Skills:

• Excellent customer service skills.

• Knowledge of computers and relevant software applications with good keyboard skills

• Strong administration skills with a sound knowledge of MS Office

• Excellent verbal and written communications skills.

• Excellent time management and attention to detail.

• Ability to work well under pressure and to tight deadlines.

All staff Key Performance Measures 

Our values underpin everything we do here at LQ Resorts and staff should ensure that these are at the fore front of what they do, day to day.

• To focus on the guest experience at all times and continually strive to delight time after time

• To see each guest as part of a long-term relationship not a onetime event

• To create a team that is enthusiastic, consistent and committed in the workplace that encourages an open honest and supportive culture, by working together to create excellence.

• To create an organisation with high integrity, that recognises potential and success, that both guests and employees want to be part of and associated with

• To encourage our team to contribute to excellent working conditions for all

• To gain a reputation for delivering financial performance and being consumed and enthralled about business. 

Benefits

LQ Resorts will offer you a fantastic working environment with plenty of opportunity to make a difference each day. In addition, you will receive:

• Discounts across the resort, including family and friends

• Free onsite parking

• Progression and career development opportunities.

• Pension Scheme

• Free staff meals

• Free gym membership

• Access to wellness programmes

• Share of Resort’s service charges on monthly basis

• Extra days holiday after 2 years

  Skills required

  • Ability to work to deadlines

  • High standards of presentation, organisation and cleanliness

  • Great attention to detail

  • Excellent written and verbal communication skills

  • Efficient and confident with speaking over the phone.

  • Flexible approach to work

  • Multi-tasking and time-management skills, with the ability to prioritize tasks.

  • Proficient in Microsoft Office suite.

  • Positive can-do attitude

  • Good organisation skills

  • Ability to upsell customers to additional products and services

    Attitude

    • Confident and approachable

    • Friendly and informative

    • Passionate about Customer Service

    • High standard of personal appearance

    • Respectful

    • Conscientious

Skills Needed

About The Company

About Us

Langstone Quays Resort sits on the beautiful and historic Chichester harbour, on the northern tip of Hayling Island in the heart of the Hampshire coastline.

Langstone Quays has been lovingly and thoughtfully refurbished, creating a unique blend of amazing experiences throughout across unrivalled hotel, restaurant, leisure, meeting and event spaces

Lion Quays Resort sits on the beautiful and historic Oswestry waterways, on the banks of the Llangollen Canal in the heart of the Shropshire countryside.

Lion Quays has been lovingly and painstakingly built from the ground up, creating a unique blend of amazing experiences throughout the Resort, across unrivalled hotel, restaurant, spa, leisure, meeting and event spaces.

Ufford Park Resort is nestled in the beautiful and historic parkland, on the heritage Suffolk Coast

Ufford Park boasts elegant and modern accommodation, an award winning golf course, Suffolk’s only two-tiered driving range and new spa and club A unique blend of amazing experiences throughout the Resort, across unrivalled hotel, restaurant, spa, leisure, meeting and event spaces.

Company Culture

Why LQ Resorts ?

Our Company

LQ is a family run, collection of quality destination led Hotel Resorts.

Its family ethos, values and vision are well known to those who choose to spend their quality time with us.

LQ Resorts work incredibly hard to put the guest experience at the heart of all it does and to develop long term relationships with our guests and never seeing them as a one- time event.

A passion for hospitality is supported by the obsession with developing the very best services and facilities for our guests, delivered by an enthusiastic, enthralled team within an open, honest and supportive culture, working together to create excellence.

Our Values

• To see each guest as part of a long-term relationship, not just a onetime event To focus on the guest experience at all times and continually strive to delight time after time

• To create a team that is enthusiastic, consistent and committed in a workplace that encourages an open, honest supportive culture, by working together to create excellence.

• To create an organise with high integrity, that recognises potential and success, that both guests and employees want to be part of and associated with.

• To encourage our team to contribute to excellent working conditions

Our Employees

Are a vital part of LQ Resorts .

• Supporting our team’s physical and mental health Providing free gym membership

• Delivering employee recognition programmes to reward hard work and effort.

• Creating an environment that supports the development of skills, knowledge, qualifications and career progression

• Discounts across all Resorts, to encourage leisure time

Desired Criteria

• Willingness to undertake further training.
• Experience of working in public relations, preferably in the hospitality or travel industries
• Experience of using Res-Diary; Ez-runner; Rezlinx; Gift Bonobo

Required Criteria

• Microsoft Office suite intermediate level
• Experience in a management or supervisory role
• Customer-service experience.
• Experience of dealing with Customer complaints
• Experience of creating staff rota
• Cash handling and banking procedures
• Experience working in sales

Closing DateFriday 28th June, 2024