Job purpose: To supervise the reception team, with a hands-on approach, ensuring efficient and high standards of work in line with brand standards and company policies and procedures. It will be key that you work closely with all other departments within the rooms division to provide an exceptional guest and team member experience.
Role Competencies:
1. Planning Timescales: Ensure an efficient reception operation forecasting on short term. Up to 7 days; working to set deadlines.
2. Decision Making: Make suggestions to improve departmental service performance, operational efficiencies, and financial performance.
3. Impact and Influence: Ensure delivery of exceptional guest service, drive departmental guest satisfaction by analysing SEP scores and feedback, maximise guest loyalty by driving Hilton Honors enrolments and effective service recovery, and ensure that equality, diversity and inclusion is maintained and developed across all programmes and areas of the business.
4. Skill Level: Use all company systems to maximize hotel operational efficiency and guest satisfaction; assist in monitoring the department’s performance against set targets, objectives, and the balance scorecard.
5. Communication: Respond to customer feedback, adhere to the escalation procedure of the department, maintain good working relationships across the hotel and with external suppliers, and ensure effective communication within the department.
6. Budget Management: Ensure effective and efficient performance from the reception team; increase occupancy, average daily rate, and TREVPAR through upselling within the department.
7. Lead and Develop: Lead, motivate, train, monitor, and develop the reception team in line with brand and company policy; ensure team members are supervised in line with the employee handbook and company policies; carry out allocated team member job chats/1:1 monthly.
8. Operating Parameters: Assist in managing the smooth and efficient reception operation in line with all legal, brand, and company policies, standards, and procedures; assist in ensuring adequate resource planning; any other reasonable request as required by the business.
Essential and Desirable Job Criteria:
1. Previous 1 year experience in a hotel reception.
2. Excellent organisation and personal time management.
3. Experience in delivering and exceeding guest expectations and responding to guest feedback.
4. Experience of team member training, development, motivation, and performance management.
5. Evidence of problem solving, change management, and identifying operational efficiencies.
6. Excellent interpersonal, communication skills, and personal presentation.
7. Calm, flexible, proactive, and tenacious.
8. IT skills to include PMS and Microsoft Office; preferably previous experience of OnQ.
Safeguarding: We are committed to safeguarding and protecting children and young people (CYP) and at-risk Adults (ARA). Our expectation is that you will fully accept your responsibility for the safety and welfare of all CYP and ARA by being fully conversant with all our safeguarding policies and reporting anything that does not appear to be correct. The post may be subject to an enhanced DBS check and yearly self-declarations.
Equality and Diversity: Must be able to demonstrate that equality, diversity, and inclusion will be maintained and developed across all programmes and areas of the business.
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