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5 months ago
Holiday Inn Coventry
Salary: £18,500
Location: Coventry
Job type: Permanent
Contact: Katie Thompson
Category: Hotel Receptionist Jobs

Holiday Inn, Coventry M6 J2

Hotel Receptionist - Assistant Manager 

Salary - £18,500

JOB OVERVIEW

We are passionate that each and every one of our guests has a memorable stay, and your role as Assistant Manager Receptionist is vital in achieving this.

As a Team Leader within Holiday Inn ® you will have responsibility for ensuring that you and your teams deliver the warmest welcome and friendly service to all our guests everyday in an upbeat and genuine way.

It is your job to help build and manage a team who put the guest at the heart of everything they do. In this role, you will help lead and develop a team who constantly deliver results and excel in guest relations.

DUTIES AND RESONSIBILITIES

KEY RESPONSIBILITIES:

  • Under the supervision of the Front Office Manager/Reception Manager, take responsibility for the management and performance of the department.
  • Maintain a current and thorough knowledge of all Front Office systems
  • Supervise the implementation of Front Office standards and procedures.
  • Ensure guest focused, Brandhearted service is delivered at all times
  • Engage in positive communication in your department and externally
  • Ensure all team members are fully trained in on job skills and support their personal development/career paths

HICP Reception team leader:

  • Ensure all guest accounts are processed accurately including room charges and ensure all revenues are captured
  • Conduct daily review of guest ledger accounts ensuring all accounts are checked out on a daily basis and reporting any anomalies to Finance team in line with hotel procedures
  • Ensure all credit limits are adhered to and advise FOM/DM when limits have been reached
  • Instruct team members in Company cash security

People: 

  • Maintaining a comprehensive, current and guest focused set of departmental standards and operating procedures and overseeing their implementation
  • Familiarise yourself with our Making Guests Smile ways of working, which link to the desired behaviours that we expect all
  • Implement the Company absence management system; including conducting return to work interviews and applying the trigger point system & reviews

Guest experience 

  • Promote the hotel products and services at every opportunity
  • Build and maintain effective working relationships and communication between departments to ensure seamless service is delivered to guests at all times; updating guest profiles as required
  • Have a full working knowledge of IHG reward club and its benefits and participate in related initiatives as appropriate
  • Lead your team in delivering service attributes in line with Brand Service Behaviours and company standards

Responsible Business 

  • Ensure all security incidents, accidents and near misses are recorded and reported in line with Company policy/legal requirements
  • Ensure Company IT and Social Media Policies are complied with
  • Effectively manage a front office system downtime to ensure service to the guest is unaffected.
  • Adhere to company health and safety policies 

Essentials and Desirables 

Essentials: 

  • Willingness to learn & develop self
  • Eligible to work in the UK
  • Ability to ask for help
  • Self motivated
  • Enthusiastic
  • Positive attitude
  • Willingness to support others
  • Ability to lead others
  • Excellent personal presentation skills

Desirables:  

  • Duty management experience
  • Relevant NVQ or equivalent
  • Training & coaching skills
  • Ability to work under pressure
  • Ability to drive guest satisfaction scores and employee engagement scores
  • Understanding of the Hotel Industry standards, policies and procedures

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