Assistant Reception Manager

  • Job Reference: 10308
  • Date Posted: 30 November 2017
  • Recruiter: Paul Mitchell Associates
  • Location: Oakham
  • Salary: £19,000 to £20,000
  • Bonus/Benefits: 20days+STAT, Staff Discounts, Accomodation
  • Sector: Administration & Business Operations
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

10308 - Assistant Reception Manager Job Spec
Location: Rutland

Our Client, a hotel based in Rutland, is seeking to recruit an Assistant Reception Manager on a full-time permanent basis. You will supervise the reception operations to ensure consistently-delivered exceptional customer service to guests. You will also be deputising in absence of the Reception Manager. The reception team interacts with and contributes to the first impressions of our Guests, therefore you must perform the following tasks to the highest standards:

*Supervise accurate & efficient reception operations incl. check in/out procedures,
*Support team members in handling guest requests & enquires to ensure a positive outcome,
*Ensure the Reception Manager is fully aware of any relevant feedback from guests and/or other departments, assist the Reception Manager to evaluate levels of guest satisfaction and focus on continuous improvement,
*Ensure the Duty Manager is fully aware of any guest complaints/maintenance issues outside maintenance working hours,
*Ensure team members have current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties,
*Demonstrate positive leadership characteristics to inspire team members to meet & exceed standards,
*Ensure a consistent, high level of customer service,
*Brief your team on any events, groups or VIP guests in the hotel that day,
*Ensure regular & corporate guests are recognised and that the reception department operates with a sales attitude & focuses on return business philosophy,
*Drive sales revenues, maximise room occupancy at best rates and up-selling techniques, promote hotel services and facilities,
*Understand and apply correct procedures regarding the acceptance of credit cards, cheques & cash in accordance with the hotel credit policy,
*Monitor the appearance, standards and performance of the reception team members, always leading by example, address any issues straight away and ensure that all necessary measures are taken for an immediate improvement,
*Carry out shift handovers & brief team members as required,
*Assist other departments, as necessary, and maintain good working relationships with all hotel employees & management,
*Assist the Reception Manager with setting departmental objectives, rotas, budgets, policies and procedures,
*Proactively assist the Reception Manager in implementing new procedures for constant improvement of departmental standards,
*Monitor staffing levels to meet and cover business demands,
*In the absence of the Reception Manager, conduct weekly HOD meetings,
*Assist the Reception Manager with staff performance issues in compliance with company policies and procedures,
*Assist the Reception Manager with recruiting, managing, training and developing the reception team,
*Room Rate Management- uploading/updating room rates & packages - this also includes online rates,
*Occasional Duty Management shifts may be part of this role,
*Act in accordance with policies and procedures when working with reception equipment and property management systems,
*Follow company policies at all times.

Reporting to: Reception Manager

*Essential: experience with OPERA booking software (Oracle Hospitality)
*Excellent grasp of English (both verbal & written)
*Experience working in hospitality
*Be courteous & smartly presented at all times
*Available to start ASAP

*Salary: £20,000 per annum
*Hours: Full-time permanent 40hrs per week (example of typical shifts: 7am-3pm, 2pm-10pm, weekends)
*Holiday: 20 Days + STAT (rising to 21 Days after two years, 22 after three and 24 after ten)
*Benefits: parking, 50% discount on Hair & Beauty treatments (T&Cs apply), 50% on Leisure membership, discount family & friends rates
*Live-in accommodation may be available at £30.00 per week (TBC upon interview)