Reception Manager
- Windermere, Cumbria
- £30.000 – £32.000/annum
Industrial Work Solutions, are actively seeking a skilled and dedicated Reception Manager, on a permanent contract to work with one of our major clients in the Lake District
Purpose of Job – The leader of the reception team, is responsible for delivering an excellent, consistent level of 24-hour guest service for prospective, in-house and past guests. Driving sales and communication throughout the business.
Key Reception Responsibilities:
- Answer enquiries and attend to room reservations made via telephone, online or email. Offer an impeccable greeting to guests as they arrive at the hotel.
- Check in guests using Rezlynx from Guestline, ensuring all the required guest details are captured, up to date and in line with GDPR.
- Show guests to rooms and explain the relevant amenities of the hotel and the bedroom en-route.
- Maintain accurate records of all future, past and current guests.
- Understand all available packages and offer to assist with enquiries. Forward check reservations to ensure all information is correct and to prevent any errors or omissions.
- Contact upcoming arrivals to confirm dining requirements.
- Communicate any necessary information to the relevant departments (Housekeeping, Accounts, Restaurant, Kitchen & Management).
- Manage the ResDiary o Keeping it open consistently while ensuring restrictions are adhered to.
- Ensure regular checks for dining times and that guests are warned when service times are reaching/at capacity.
- Ensure guests details are up to date with room numbers & requirements
- Manage and update the Reception Manual where necessary.
- Ensure timely communication of any changes in service, rates & offers, or any other information.
- Ensure the Reception Team are fully trained & inducted when they start, and their training is kept up to date.
- Manage the team, motivate them and lead them.
- Maintain and update reception standard operating procedures, and create new ones if/when required.
- Keep informed and provide guests with information about local attractions, events, places of interest and nearby activities.
- Ensure any additional extras for rooms are charged and ordered correctly (newspapers, flowers, taxis, etc.).
- On check out, ensure accounts are settled correctly prior to departure.
- Process post for staff, or guests. Sign for parcels and ensure they are received by the intended recipient.
- Utilise sales skills and knowledge to upsell bedrooms, additional nights or other amenities to enhance the guest stay.
- Take Lunch, Afternoon Tea, or Dinner reservations from guests.
- In the event of an emergency, assist the Duty Manager with evacuating the hotel and communicate with the emergency services.
- Check the payments taken during the shift are correct, and deposit in the safe for accounts. If there are any error, ensure these are found and corrected.
- Record and monitor sales and stock for the reception shop include a monthly check.
- Ensure the high standards of presentation of staff members and the reception area.
- Play an active role in ensuring guests are being met, greeted and receive great hospitality around all areas of the hotel.
- Lost property – keep track of all items and empty the box every 3 months. Ensure guests have been contacted, items have been posted and postage has been charged.
- Maintain the running of our Loyalty program with regular feedback on its success. Ensure it is controlled and communicated.
- Review and refine guest communications for pre-arrival, in-house and post stay in conjunction with marketing and revenue.
- Annual leave cover for revenue manager.
Key Supervision Responsibilities:
- Ensure that the Reception team are trained and inducted into all aspects of the Reception role. Liaise with HR to advertise, shortlist and select appropriate candidates for employment.
- Identify training needs and courses appropriate to the Reception team’s ongoing development.
- Conduct performance appraisals and 1:1 meetings with the team to drive performance and standards.
- Conduct regular team meetings and communicate relevant information to the wider Management team at the Hotel.
- Take responsibility for managing customer complaints/queries to a suitable resolution, where necessary referring to the General Manager.
- Work alongside the Reception team to inspire, develop, engage & motivate them. Set the tone for the department.
- Act as Duty Manager when on the rota to do so.
The above is not an exhaustive list of duties and you will be expected to perform different tasks as required by your changing role within the organisation and the overall business objectives of the company.