Reception Manager

JOB DESCRIPTION

Title: Reception Manager

Accountable to: Operations Manager (Venue)

Accountable for: Receptionists

Summary of Responsibilities:

We’re looking for an experienced Reception Manager, to be responsible for the efficient operation of Reception/Front of House services, to include line management of the Reception team.

To work hands on as part of the team on a daily basis to ensure a warm and friendly service to all visitors at Eastwood Park as well as providing excellent customer service to all guests and operating a busy switchboard.

Main Duties and Responsibilities:

Day to day reception responsibilities including all check ins/outs are completed effectively, all payments are taken and recorded correctly.

To lead on any operational issues and act as first point of contact for the Reception team.

Complete and manage rotas reflecting the working hours required in line with business requirements.

To assist in developing, implementing and evaluating policies and core standards.

To ensure clear and effective communication is maintained with all other departments and within the team in order to deliver a cohesive service.

To support with recruitment, training and the performance of Receptionists.

To staff the reception desk, dealing with enquiries from day visitors, residents and staff in a timely manner.

To be first point of contact for all visitors to Eastwood Park.

To book all accommodation and assist with out-bookings as required and to be responsible for all administration relating to bookings.

To operate the switchboard in an efficient manner, ensuring that calls are dealt with quickly and efficiently.

To ensure guests settle accounts for all accommodation, other incidentals and charges as required.

To ensure the implementation of designated emergency fire duties e.g., register/visitor book.

To be a qualified first aider if required.

To ensure computer systems are updated on an on-going basis in order to provide accurate availability and visitor information.

To operate in a way that is commensurate with the core values of Eastwood Park Ltd and compatible with the needs of the business.

To undertake other duties as may be required for the optimum efficiency of Eastwood Park Ltd, including working within other departments as directed.

Assist with guest ledger accounting and chasing payments from corporate clients.

To act in accordance with all Eastwood Park Ltd policies and procedures and have regard at all times for the health and safety of others by adhering to safe working practices and conduct.

Experience and Qualifications

Previous experience as assistant reception manager or manager is essential within the hospitality industry.

Passionate about hospitality and the guest experience, understanding the importance of meeting and exceeding customer expectations

To have a proactive approach to work and a positive attitude which reflects the ability to work on one’s own initiative.

A welcoming and friendly nature and positive demeanor.

Highly organised and systems-led.

Exceptional communication skills in order to build strong working relationships internally and create a rapport with guests.

Have a smart appearance with high standards of personal presentation.

Experience with all Microsoft Office software and confident with role specific packages (including booking and payment systems).

Footnote:

This job description is not intended to be an exhaustive checklist of tasks but rather an outline of the principal responsibilities. It will be reviewed from time to time with the job holder.