Jobs at Midlands Park Hotel (Now Hiring) — 6 open

Position Reception Supervisor

Department Reception

Reports to Department Manager / Manager on Duty

Job Purpose

Reporting to the Front Office Manager, the reception supervisor will assist in the efficient running of the Front Desk in accordance with hotel procedures. Help and support the team provide exceptional guest care in an effective, efficient manner.

Responsibilities

• To live to and embody the values of the business.
• To develop and achieve the core competencies of the Midlands Park Hotel.
• Ensure all the hotel Policies and Procedures are always adhered to.
• Make Sure that all standards are adhered to in accordance with the SOP for the front desk department.
• Ensure exceptional customer service is delivered by the team.
• Liaise closely with other departments, especially accommodation.
• Promote a helpful and professional image to the customer and give full co-operation to any customer requiring assistance.
• Check in/out guests effectively ensuring all details are correct.
• Complete the daily checklist for each shift.
• Assist with the training of new reception team members.
• Ensure that all opening and closing procedures are adhered to on each shift.
• Maximize all sales opportunities.
• Promote and encourage the vision and missions of the Midlands Park Hotel while also creating an environment that helps the morale and encourages the team to enjoy being part of the Front Desk Team.

Main Duties

• Have a full and comprehensive understanding of the switchboard system.
• Liaise with all guests, potential guests, and nonresidents, on the phone and face to face in a courteous and professional manner always.
• Deal with guests and members requests in a timely manner.
• Be responsible for all calls, both internal and external in a professional and efficient manner.
• Announce all calls to guests and management when requested.
• Be fully conversant with the voice mail system.
• Ensure all guest, member and personnel messages are dealt with in a correct and timely manner.
• Be fully conversant of daily arrivals and departure listings.
• Deal with all check-ins in a professional, efficient, and courteous manner and to ensure the guest is helped with any information they may require during their stay.
• Liaise with other departments regarding billing procedures, reservations, and all other requests when appropriate.
• Ensure all accommodation and other micros revenue dockets are charged to the appropriate account and are fully up to date and correct on check out.
• Work in an organized and efficient manner always. To ensure the desk is always kept clean and tidy.
• Answer all phone calls in a polite and timely manner and to assist all callers.
• Familiarize yourself with all groups, conferences, and meetings in the Hotel daily.
• Make full use of the hand over book, room status report and other relevant information.
• Ensure the oncoming receptionist is fully up to date with the status of the business.
• Ensure all guests are presented with their bill on check out in a professional, efficient, and courteous manner and to be able to deal with any queries the guest may have.
• Ensure all daily reports are completed before the appointed time.
• Liaise with the Duty Manager regarding guest queries or problems and to pass on any useful information about the guest.
• To take responsibility for the banking and float whilst on duty and to ensure all is in order before passing over to the next shift.
• Ensure all receptionists are fully conversant with any ongoing promotions and procedures at Reception.
• Be responsible for training new and existing members of staff in conjunction with the training manager.
• Promote a positive working atmosphere at all times.
• To be fully aware of, and adhere to, fire precautions and fire evacuation procedures.
• Wear the correct uniform at all times, including footwear and to adhere to the dress and appearance standards as set out in the Staff handbook.
• Participate in all training provided by the company.
• Assist with any reasonable duties as directed by a Supervisor or Manager.