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Reception Manager

Please Note: The application deadline for this job has now passed.

Job Introduction

• To ensure an exceptional guest experience within our sheer of influence and maintain accurate records
• Supervising the Reception Supervisor, Head Porter, Night Manager, Receptionists, Guest Host, Night Porters and Porters.
• Ensuring smooth running of the day to day operation, performance to 5 red star standards, guest focus and service, and selling the hotel facilities increasing revenue and maximising profit.
• Ensuring the achievement of the company’s values and enforcement of the company’s non-negotiables.

 

Role Responsibility

• To ensure that expectations are exceeded at all times in all areas of reception/front of house department.
• Leading from the front by being very visible to guests, interacting at every possibility, building a strong rapport and ensuring that every guest need or requirement is catered for.
• Profiles of guests are updated so we can create WOW’s on return visits.
• To deal effectively with more challenging guest situations in-house and resolve them appropriately. To log any guest comments or feedback and effectively communicate within the team. To ensure that there is good follow up in place so that any in-house situations are effectively resolved.
• Monitor team member performance to improve profit and encourage those under performing.
• To promote sales awareness positively within department and to maximise sales opportunities, inclusive promoting upgrade, afternoon teas, dinner reservations and other hotel services.
• To maintain key and cash security in accordance with company standards.
• To ensure revenue is not being written off, and that daily Adjustment Reports are sent to Accounts with the day’s banking
• To maintain control of pending accounts, credit checks, credit limits, corrections and adjustments in accordance with company standards.
• Control and monitor room allocations to ensure bedroom stock is not over used resulting in extra refurbishments and damage to bedroom furnishings
 

The Ideal Candidate

• A minimum of 1 years management experience in a similar 4 to 5 star standard hotel within a front office department.
• Proficiency in Front of House and Reservations Property Management systems
• Working knowledge of Microsoft, Word, Outlook and Excel
• High initiative, problem solving and common sense practise
• Leadership qualities
• Ability to work well under pressure
• Highly effective at Complaint Handling, both verbally and in writing.
• Experience performing the roll of Duty Manager in a similar environment
• High level of communication performance and skills
• People management and enthusiasm for learning and development
• Guest Focus and Attention to detail
• High personal standards
• Ideally industry relevant qualifications to include degree, HND or advanced GNVQ.
 

Package Description

Benefits
Hospitality is all about people and Exclusive Hotels and Venues are committed to ensuring our people are happy and well rewarded so that in turn, they pass the positivity onto our guests. As well as excellent training, development and progression opportunities, other benefits for successful candidates include;
• Competitive salary
• Uniform
• Complimentary meals whilst on duty
• Complimentary car parking
• Discounted room nights across all Exclusive Hotels and Venues
• Discounts on food and beverage across all Exclusive properties
 

About the Company

Exclusive Hotels and Venues is a family owned collection of six individual and characterful country house hotels and venues situated across the south of England. Offering every imaginable leisure, wedding, meeting and training requirement and more they are all situated in beautiful locations, surrounded by acres of stunning countryside and gardens.

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