Reception Manager

Reception Manager - Birmingham

£28,000 - £30,000 DOE + 10% Bonus

Hours of work - 40 hrs a week - This role is on a shift rota basis of the following hours:

07:00am - 15:30pm, 12:30pm - 21:00pm, 14:30pm - 23:00pm (which includes weekends) - So flexibility is essential.

We are partnering with our client with an exciting opportunity for an experienced Reception Manager to join the 4 Deluxe Hotel based in Birmingham as we embark on an exciting period of growth. We are looking for a talented individual with experience as a Reception Manager in the hospitality industry. This role will play a vital part to maintain consistent standards of service and ensure guest satisfaction whilst creating a work environment that supports organisational values. Responsible for all front office functions and staff, you will strives to continually improve guest and employee satisfaction and maximise the financial performance of the department year on year.

Key Duties and Responsibilities

• Report for duty at the correct time as per rota, in the specified uniform, ensuring a high standard of appearance at all times.
• To represent the organisation in a professional manner at all times.
• Understand how all departments operate and how the Reception Manager can co-operate with them to ensure team spirit and a high level of guest satisfaction.
• Perform any reasonable request from the Management Team.
• Be aware of health, safety and fire procedures, and assume responsibility for the safety of your work area.
• Understanding of hotel seasonality and periods of high demand.

Job Specification:

• To promote a helpful and professional image to the guest, and give full co-operation to any guest requiring assistance, with a prompt, caring and helpful attitude.
• To anticipate guest needs in order to enhance quality service and in turn enhance guest satisfaction.
• Keep the reception team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Ensures compliance with all reception policies, standards and procedures.
• To establish and implement standards of performance within the reception department, ensuring all services offered are of the highest quality and all employees are trained in the delivery of same.
• To ensure Opera is checked daily for correct rates, market codes and room type allocation.
• To ensure we are maximising revenue and up selling on room rate, amenities, and general reservations.
• To ensure all employees are dressed in the correct uniform and their grooming is in line with the company standards outlined.
• To ensure that reception desk consistently meets the expectation of the customers.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Solicits employee feedback, utilises an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Strives to improve service performance & empowers employees to provide excellent customer service.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands the impact of reception operations on the rooms area and overall hotel financial goals.
• Identifies and analyses reception operational challenges and facilitates the development of solutions to prevent re-occurrence.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• To liaise with the accommodation department and maintenance to ensure that maintenance issues are dealt with in a controlled manner.
• To ensure safe and secure working practices regarding the handling of cash, keys and guest belongings.
• To help contribute towards effective recruitment of employees, ensuring the right people with the right skills, are in the right place at the right time.
• To attend hotel meetings as required, ensuring effective communication at all levels, monthly departmental meetings and training is continuously carried out.
• To create an environment which promotes employee morale and encourages the team to have pride and commitment in their area of work.
• Working alongside the H.R. & Training department to facilitate an effective training plan for the reception area.
• To help appraise and /or assess all staff within the operation area, on a regular basis, ensuring that all training needs are addressed.
• Ensuring cash counting and movement procedures are being observed and controlled.
• Processing valid invoices through the accounts payable ledger.
• To ensure that all hygiene regulations are adhered to at all times and all areas, both front and back of house, are maintained at a consistently high level of cleanliness.

Requirements:

• Excellent communication skills
• Previous experience as a Reception Manager within Hospitality
• Experience in using the OPERA system

About the culture:

As our client continues to grow and expand in Ireland and the UK it's more important than ever to have the right team alongside them, in the near future they will be opening the doors of new hotels creating over 4000 jobs. If you have the right attitude and energy you will have great opportunities to progress within the group. The company is a place where you can do great things - individually and as a team.

If you thrive on success through others achieving their goals and ambitions, and making a real difference, we would love to hear from you.