The Role: Reception Manager
Outline of Position:
To assume responsibility in conjunction with relevant heads of department for
the Reception Department. Within this
role, to ensure the smooth running of that department to the highest standards
of customer care, with ongoing training to be implemented. The Reception Manager is responsible for creating a pleasant experience for guests to ensure
their return to our services.
Key
duties and responsibilities:
·
To arrive promptly on duty as
scheduled in a full, clean & presentable uniform at all times in accordance
with company grooming policy.
·
Schedule and chair front office
departmental meeting monthly or as required by the General Manager, minutes
from which to be forwarded for his/her attention.
·
Maintain the highest level of
personal and work cleanliness and hygiene throughout all duties.
·
To be aware of and analyse all forthcoming business on a
regular basis, being aware of future business requirements and make plans
accordingly.
·
To
monitor the arrivals list and be aware of impending VIP arrivals at all
times.
·
Build
and strengthen relationships with guests to extend their personal preferences
to create new hotel customers that enable future bookings.
·
To
be fully knowledgeable of competitor activities and benchmark current
provisions against the same
·
To
work within budgeted targets – room revenues, occupancies and rate achievement
·
Be responsible for staff
scheduling, working within budget constraints.
·
To ensure that the Front desk is
operated in a professional manner at all times, ensuring that the standards set
down by the company are maintained at all times.
·
To ensure all agreed-upon services and
amenities are offered. E.g. porterage service, wake-up calls, etc.
·
To ensure all guests' queries/requests
and reservations are dealt with promptly and efficiently.
·
To ensure that all guests are offered
consistently high standards of quality through training and monitoring.
·
To compile useful customer databases
and information, and ensure there is an efficient follow-up system in
operation. aware of relevant competitor information and market changes to
initiate changes to our services/rates as appropriate.
·
Maximise room revenue, occupancy
percentage and revenue per through yield management, revenue analysis and
tracking.
·
To ensure all staff are aware of hotel
promotions or special activities.
·
To maximise all sales opportunities
through up-selling and additional sales, and efficient recording of sales.
·
Carry out duty management
functions as required by the business demands.
·
To structure effective rosters to
ensure shifts are covered to meet the level of business.
·
To regularly review departmental
SOPs and ensure they are updated as required and communicated to all team
members.
·
To monitor ledger bills before
being received by accounts.
·
To monitor all management
accounts.
·
T monitor that guest charges are
being attributed and settled correctly.
·
To ensure all billing is done to the
agreed standard and to liaise with accounts to alleviate any problems.
·
To manage deposits and lodgements, floats and foreign
exchange
·
To deal with complaints in an
efficient, attentive and constructive manner.
·
To ensure that any guest
queries/enquiries are responded to effectively.
·
Ensure cash handling procedures are
carried out in accordance with company policy.
·
To ensure that the agreed standard of
uniform and personal hygiene is adhered to by all team members at all times.
·
To comply with company legislations
regarding Fire, Health and Safety, Hygiene, Food Hygiene, Customer Care and
Security.
·
Carry out ordering responsibilities as
required, utilising the Online purchasing system.
·
Adhere to the company's Code of
Conduct.
·
To read, understand and carry out
your responsibilities as defined in the Staff Handbook.
·
Ensure work stations are kept
clean, safe and tidy at all times.
·
Report any maintenance issues
immediately to management.
·
All staff of the company are
required to make themselves available for training and communication meetings,
for which advance notice will normally be given.
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