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8 days ago
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Head Receptionist


Arnos Manor Hotel
Salary: £22,000 - £26,000
Location: Bristol
Job type: Permanent
Contact: Katie Thompson
Category: Hotel Receptionist Jobs
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TITLE:

Head Receptionist

REPORTING TO:

Operations Manager

RESPONSIBLE FOR:

Receptionists

MAIN PURPOSE OF JOB:

  • To assist with the management of the functional areas of reception and guest relations to ensure the highest levels of customer satisfaction are achieved, whilst maintaining an efficient system for room allocation, check-in, check out and audit.

KEY ACCOUNTABILITIES:

  • To assist in recruiting, coaching and developing the Reception team. To establish highly motivated teams who take ownership for the achievement of the business objectives within the Hotel.

  • To ensure that receptionists are fully conversant with the operation of the Front Office system, have appropriate product knowledge and are able to carry out their specific responsibilities effectively, by identifying training requirements, planning and actioning development activities monitoring subsequently performance and evaluating against objectives

  • To promote effective communication within the different functional areas and ensure that staff have received adequate training to allow them to assist in other areas of the Front Office, as required

  • To encourage and motivate staff to maximise upselling opportunities in order to maximise profit

  • To liaise regularly with the Head Housekeeper and Hotel Manager regarding room allocations, VIP’s, special requests.

  • To ensure a prompt response to guest requests and requirements

  • To ensure guest satisfaction is checked on departure

  • To ensure accurate accounts are presented to guests for payment and that all payments are handled as per cash handling and Company/hotel payment procedures.

  • Guest Relations

  • To assist with the guest relations function and achieve superior levels of guest satisfaction by ensuring that staff are encouraged and motivated to acknowledge and meet the following criteria:-

  • guests should be called by name, made to feel welcome at all times and their enquiries dealt with courteously and efficiently

  • to increase guest satisfaction through service is a team effort and involves commitment from every member of staff

  • To carry out Duty management shifts as required

  • To comply with all legal requirements and carry out statutory training for all team members

  • To carry out staff appraisals/reviews in order to produce a development plan for staff.

  • To ensure all new staff member receive a departmental induction on 1st Day and to ensure they attend Hotel Induction by week4.

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

  • All staff must attend fire training as required by law to be familiar with the departmental responsibilities.

  • To carry out any other duties as requested by management.

ADDITIONAL RESPONSIBILITIES

  • To ensure that all equipment is adequately maintained and the amount of down time is minimised

  • To ensure that all staff are updated regarding Company and hotel promotions taking place

  • To ensure that staff reflect a positive image of the hotel, both in appearance and attitude

KEY MEASUREMENTS:

  • Appraisals/Revies completed

  • P&L Accounts

  • Guest Feedback

  • Statutory Compliance

TITLE:

Head Receptionist

REPORTING TO:

Operations Manager

RESPONSIBLE FOR:

Receptionists

MAIN PURPOSE OF JOB:

  • To assist with the management of the functional areas of reception and guest relations to ensure the highest levels of customer satisfaction are achieved, whilst maintaining an efficient system for room allocation, check-in, check out and audit.

KEY ACCOUNTABILITIES:

  • To assist in recruiting, coaching and developing the Reception team. To establish highly motivated teams who take ownership for the achievement of the business objectives within the Hotel.

  • To ensure that receptionists are fully conversant with the operation of the Front Office system, have appropriate product knowledge and are able to carry out their specific responsibilities effectively, by identifying training requirements, planning and actioning development activities monitoring subsequently performance and evaluating against objectives

  • To promote effective communication within the different functional areas and ensure that staff have received adequate training to allow them to assist in other areas of the Front Office, as required

  • To encourage and motivate staff to maximise upselling opportunities in order to maximise profit

  • To liaise regularly with the Head Housekeeper and Hotel Manager regarding room allocations, VIP’s, special requests.

  • To ensure a prompt response to guest requests and requirements

  • To ensure guest satisfaction is checked on departure

  • To ensure accurate accounts are presented to guests for payment and that all payments are handled as per cash handling and Company/hotel payment procedures.

  • Guest Relations

  • To assist with the guest relations function and achieve superior levels of guest satisfaction by ensuring that staff are encouraged and motivated to acknowledge and meet the following criteria:-

  • guests should be called by name, made to feel welcome at all times and their enquiries dealt with courteously and efficiently

  • to increase guest satisfaction through service is a team effort and involves commitment from every member of staff

  • To carry out Duty management shifts as required

  • To comply with all legal requirements and carry out statutory training for all team members

  • To carry out staff appraisals/reviews in order to produce a development plan for staff.

  • To ensure all new staff member receive a departmental induction on 1st Day and to ensure they attend Hotel Induction by week4.

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

  • All staff must attend fire training as required by law to be familiar with the departmental responsibilities.

  • To carry out any other duties as requested by management.

ADDITIONAL RESPONSIBILITIES

  • To ensure that all equipment is adequately maintained and the amount of down time is minimised

  • To ensure that all staff are updated regarding Company and hotel promotions taking place

  • To ensure that staff reflect a positive image of the hotel, both in appearance and attitude

KEY MEASUREMENTS:

  • Appraisals/Revies completed

  • P&L Accounts

  • Guest Feedback

  • Statutory Compliance

Apply

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