Job description
Reception Supervisor
REPORTING TO: Reception Manager
MAIN PURPOSE OF JOB: Consistent delivery of high standards of customer service.
Promotes a professional and positive image to guests..
GENERIC KEY ACCOUNTABILITIES: People
- To take pride in everything I do
- To consistently deliver outstanding hospitality
- To anticipate and react to the needs of our guests
- To be an ambassador for the Macdonald Brand
- To take ownership for my personal development and performance
- To contribute to the overall effectiveness and performance of my team
Product
- To consistently deliver Macdonald core standards which are relevant to my role
- To maintain a safe and clean environment
- To take responsibility for understanding our products and services
- To proactively look for ways to improve or enhance the guest experience
- To use feedback to improve my personal performance whilst activity encouraging feedback from others
- To give my full to support to company initiatives
Process
- To complete and act upon training (including statutory) in line with company policy and procedures
- To follow all processes assigned to my role ensuring full compliance
- To identify any barriers or challenges which may prevent me from delivering on agreed processes
- To take responsibility for keeping up to date with any changes in my department
Profit
- To have an awareness and understanding of operational costs related to the performance of my job role
- To look for ways to protect the profit of the organisation without compromising the guest experience
- Be aware of department objectives and ensure all sales opportunities are exploited (OWS)
- To promote the products and services to our guest at every opportunity
- Spot and act on every opportunity for sales
- To act upon any reasonable instructions from management as pertains to my job responsibilities
.
JOB SPECIFIC ACCOUNTABILITIES: Customer Service:
- To ensure core and departmental standards are adhered to at all times
- To exceed customer expectations (Wow Factor).
- To give the hotel a lasting first and last impression.
- To ensure consistent, efficient and friendly service is given throughout a guests stay.
- Service maintained when front office systems go down.
- Ensure that the desk is manned at all times.
- Has a basic understanding of local attractions.
Communication:
- To perform a thorough handover at the end of each shift.
- To feedback positive and negative comments from
- guests to relevant departments
- To ensure any communication for a guest gets to them promptly
- To ensure calls are transferred to the relevant departments quickly and efficiently
- To ensure messages and bookings are taken and delivered promptly to other departments within the hotel
- To handle guest problems and queries in a professional manner.
Sales:
- To maximise every opportunity to capture revenue
- To be fully aware of how to make a reservation.
- To know how to handle an ‘ out of hours’ conference or wedding enquiry professionally
- Ensures to upsell at all relevant opportunities, to enhance to guest stay and the benefit of the hotel.
- To proactively listen for sales leads and pass to the relevant department.
Systems:
- To have an excellent understanding of the hotel Front
Office System
- To have a basic knowledge of Word, Excel and
Outlook and know how to locate various documents.
- To understand the switchboard and telephone systems.
- To know how to access the relevant helpdesks if any
systems go down
- Carry out departmental check list in accordance with departmental procedures.
- To have a basic understanding of the back up system
- To have a clear understanding for all systems that interlink with reception - such as interfaces, servers, printers, POS systems, minibar, vincards, servebase
- Complete the Centre of excellence training programme inline with system skills.
- Security:
- To ensure that cash and key handling procedures are being carried out in accordance with departmental standards
- In compliance with the data protection act, keep all guest information private.
- To ensure hotel procedures are followed with regards to guest property.
Health & Safety:
- To be aware of specific departmental Health & Safety regulations.
- Carry out risk assessments within the department with the department manager.
- Manage any Health & Safety issues and report to the necessary person.
- To have a full understanding of the emergency procedures
KEY MEASURES: Mystery Guest Reports
- Test Call Results (Both formal and performed by reception manager)
- Guest Feedback Forms
- Talkback Surveys
- AA scores
- System Audits
Job Type: Full-time
Salary: £11.75-£12.00 per hour
Benefits:
Schedule:
- Flexitime
- Weekend availability
Supplemental pay types:
Ability to commute/relocate:
- Windsor, SL4 1LH: reliably commute or plan to relocate before starting work (required)
Work Location: One location
