Formby Hall Golf Resort and Spa has an exciting opportunity for a Reception Supervisor to join our team, reporting directly to our Front Of House Manager. Every guest wants to feel comfortable and relaxed while they stay with us and that’s made possible by our hardworking and passionate front of house staff. WHO ARE WE? Formby Hall Golf Resort & Spa is a leading luxury destination in the North West of England. Set in 200 acres of lush green landscape, boasting 2 function rooms, 2 meeting rooms, 76 bedrooms, a luxurious spa and two golf courses, we offer the perfect location for Weddings, Events, conferences, meetings, team building and so much more. We pride ourselves on exceeding our customers expectations by delivering a 1st class service to all of our guests. THE ROLE As a Reception Supervisor, you will be the first and last Team Member our guests see and creating memorable experiences will be your top priority. You will assist the Front of House Manager in the day-to-day operation. You will be enthusiastic about providing inspiring service and mentoring new Team Members. YOUR JOB DUTIES AND RESPONSIBILITIES Ensuring, by supervising the Front Desk Team Members, that service brand standards are being delivered to guests at all times. Greeting guests and creating a welcoming and memorable arrival/departure experience. Recommending places in the community for our wonderful guests to experience. Dealing with guest enquiries, payments, feedback, and departures. Resolving guest concerns - you will be fully empowered to make decisions whilst dealing with guests and are expected to take full ownership of the feedback to ensure every guest leaves the hotel happy. Ensure your shift team has current knowledge of hotel products, services, pricing, special promotional offers, and daily VIP and special events. Being a buddy and trainer to new Team Members to create a great new starter experience. Monitor the standards and performance of Team Members with an emphasis on training and feedback. Maintaining the front desk by keeping it clean and tidy. Assisting guests with their luggage and anticipating any requests they might have. When appropriate taking the opportunity to sell upgrades and special offers to increase the hotel's revenue. Being fully knowledgeable of the hotel facilities, daily events, and all fire and emergency procedures. Assisting fellow Team Members both within and outside your normal department. Recording any maintenance issues onto Opera and communicating across other departments. Acting as Hotel Duty Manager when assigned Duty Manager shifts. WHAT WE ARE LOOKING FOR FROM YOU You will have a proven track record as a Reception Supervisor within a hotel environment. You are a great leader and strive to develop the reception team. Customer service is your passion – you will love to meet and greet different people. Ability to multi-task and make sound decisions in a fast-paced environment. Ability to communicate effectively in English, both verbally and in writing. Working knowledge of Opera (desirable). Strong problem-solving skills with a positive can-do attitude. You can adapt to all situation types, keeping calm and collected. Computer skills. THE PERKS Generous recommend a friend scheme. Access to discounts. Perkbox. Recognition incentives. Team Member Events Complimentary meals on duty Free Parking EQUAL OPPORTU NITIES We are committed to recruitment practices that do not discriminate against any job applicant because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership and pregnancy and maternity. RIGHT TO WORK In line with the Asylum and Immigration Act 1996, we do require all applicants to have the eligibility to live and work in the United Kingdom.