Reports to: Estate General Manager
Responsible for: Reception Team
Role Overview
- To deliver outstanding guest experiences from the welcome to departure of all our guests.
- To work closely with the Reservation Manager to maximise the revenue potential of the business.
- To liaise with other departments across the Estate to ensure exceptional communication between departments to enhance the customer experience.
- To work as a team ensuring exceptionally high standards of customer service are delivered within the reception area.
- To support and develop the team to ensure that reach their maximum potential within the business.
Roles and Responsibilities
- To ensure the delivery of excellent customer service from the Reception team.
- To train and develop the team to enable them to confidently carry out all aspects of their role to the agreed Company standard.
- To support the Reservations Manager with upselling all aspects of the business to maximise all revenue opportunities.
- Handle guest enquiries in a timely and professional manner, understanding when to escalate to the Senior Management Team if required.
- Handle all guest complaints in a timely and professional manner, understanding when to escalate to the Senior Management if required.
- To balance all the relevant payments methods at the end of the shift to ensure that all guest monies are accounted for correctly and that the company revenue is accurately recorded and secured.
- To answer the telephone within 3 rings where possible
- To complete all tasks on the checklist in line with the Company procedures.
- To ensure that all reservation enquires are processed in a timely manner and in line with the Company procedures in the absence of the Reservation Manager.
- To ensure that any restaurant bookings are processed in a timely manner and in line with the company procedures.
- To ensure that the check in and check out procedures are carried out in line with Company procedure
- To be fully conversant with all the companys in house systems, including emails, property management systems, restaurant booking system to use them in line with Company procedures and be confident in using them.
- To liaise and communicate with other departments to ensure that our guests have the best experience possible.
- To support your team members to encourage a calm and supportive team and working environment.
- Offer suggestions on ways to improve reservations and reception operations.
- To ensure that you adhere to the Company standard of personal presentation at all times.
- To ensure that your team adhere to the Company standard of personal presentation at all times.
- Work closely with the maintenance and operations teams to resolve guest issues and room defects.
- To adhere to all company Health and Safety rules and regulations at all times.
- To adhere to all Company policies and procedures at all times.
- Any task, relative to your role, deemed reasonable by your manager
Benefits
- 30 days holiday
- staff discount on accommodation
- food and beverage
- staff events
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