Job Title
Position (job title): Hotel Receptionist Manager
Reports to: Operations Manager
Responsible for: Reception Team, Nights Team
Location: Aldwark Manor Estate, Aldwark, Nr. Alne, York, YO61 1UF
Hours of work: full time
Benefits:
* Apprenticeship and other development opportunities.
* Gym and leisure use.
* Share of gratuities.
* Hospitality Rewards platform.
* Employee Assistance Program.
* Free meal on duty.
* Refer a friend bonus.
* Free golf for yourself and discounted for friends and family.
* Uniform provided.
* Food and Beverage Discount when dining at Hotel of 20%.
Aldwark Manor Estate is a privately owned Hotel with Golf, Spa and Leisure facilities nestled in a picturesque village between York and Harrogate. Set in 185 acres of beautiful countryside, this luxury Hotel provides a complete escape for both business and leisure guests.
Over the last few years, the Hotel has undergone major renovations in the bedrooms, restaurant, residents lounge, sports bar and all public areas with further plans to redevelop and expand throughout 2023, 2024 and 2025.
Our values: “Never be ordinary” in our product, quality or people with the aim of being “Always Aldwark” in meeting our guest’s and team expectations.
Main duties and purpose of the role:
As Reception Manager you will lead the Front Office operation, ensuring the delivery of an exceptional guest experience at all times in line with our values. Responsibilities are outlined below:
* Supports the smooth running of the front office department, where all aspects of the guest journey and experience are delivered to the highest level.
* Works as part of a team that maximizes guest satisfaction and comfort, delivering a positive and timely response to guest enquiries and problem resolution.
* Takes responsibility for the duties and tasks assigned to the role, ensuring that all work is carried out in a timely and professional manner.
* Collaborates with their immediate report, ensuring that costs and inventory are controlled, that productivity and performance levels are attained.
* Builds and maintains effective working relationships whilst promoting the company culture and values.
* Ensures adherence and compliance to all legislation where due diligence requirements and best practice activities are planned, delivered, and documented for internal and external audit, performing follow-up as required.
* Greets guests and visitors warmly and makes them feel welcome and attended to.
* Receives and redirects mail, phone calls, packages, etc.
* Ensures correct billing and correcting any errors.
* Offers restaurant and activity recommendations and assists guests in arranging transportation and excursions.
* Ensures that guest spaces and lobby are clean and tidy at all times.
* Acts as a liaison between guests and any department necessary including the kitchen, housekeeping, etc.
* Anticipates guests needs to accommodate them and provide an exceptional guest experience.
* Takes luggage to storage and/or to bedrooms.
* Traces and ensures guest requests are completed.
* Maintains inventory of supplies and orders new stock as needed.
* Guest care and service including guest check in and check out.
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