Reporting To: General Manager/Deputy General Manager
Primary Job Purpose:
An exciting opportunity has arisen for a highly-motivated and enthusiastic Reception Manager to join our team. The successful Reception Manager will ensure the smooth running of the front desk and reservation and reception duties, maximize customer satisfaction, and maintain good customer relations. Ensure adherence to all procedures dealing with advance reservations, checking in of guests, and preparation of bills. Ensure excellent service at all times and accurately complete all reception and reservation documentation.
Date Posted: 29th January 2025
Closing Date: 21st February 2025
Job Type: Full time
About the role
Roles and Responsibilities:
1. Manage and demonstrate high customer care within the team to meet the service requirements of the hotel.
2. Train staff for the full reception department to ensure a highly motivated and efficient team.
3. Recruit, maintain, and develop a strong team.
4. Champion a training culture within the team that maintains knowledge and skills and encourages and nurtures talent for succession planning.
5. Ensure financial awareness, including banking procedures, no-shows, gift vouchers, and guest recharges.
6. Set up staff rotas to manage the needs of the business.
7. Inform the Group Revenue Manager of any changes made to revenue detailed on the system.
8. Be budget-focused and comply with departmental manning budget.
9. Assist the reservations manager in carrying out all administration duties relevant to front of house.
10. Develop and improve guest care and account procedures.
11. Liaise with the Revenue Manager and all other departments in the hotel.
12. Maximize selling opportunities by adding customer value at every opportunity.
13. Handle customer complaints promptly and professionally, demonstrating genuine customer care.
14. Aim to achieve daily targets set by the Group Revenue Manager and General Manager.
15. Support the reception and reservations team in the absence of the Revenue Manager.
16. Comply with all legal requirements regarding health, safety, and welfare of staff and customers.
17. Complete all absence procedures for their team and necessary HR paperwork for existing and new team members.
18. Attend training and communication meetings as required.
19. Ensure attendance at fire training as required by law.
20. Carry out duty management shifts on a rota basis.
21. Be aware of health and safety principles within the workplace.
Key Skills:
* Knowledge of computers and relevant software applications with good keyboard skills.
* Strong administration skills with a sound knowledge of MS Office.
* Excellent verbal and written communication skills.
* Excellent time management and attention to detail.
* Ability to work well under pressure and to tight deadlines.
Required criteria:
* GCSE English grade C /4 or above.
* GCSE Maths grade C/4 or above.
* Experience in a management or supervisory role.
* Experience dealing with customer complaints.
* Experience creating staff rotas.
* Cash handling and banking procedures experience.
* Experience managing budgets.
* Experience working in sales.
Desired criteria:
* Willingness to undertake further training.
* Experience in public relations, preferably in hospitality or travel industries.
* Experience using Res-Diary, Ez-runner, Rezlinx, Gift Bonobo.
Why LQ Resorts?
LQ is a family-run collection of quality destination-led hotel resorts. We work hard to put the guest experience at the heart of everything we do and develop long-term relationships with our guests.
Benefits include:
* Discounts across the resort, including family and friends.
* Free onsite parking.
* Progression and career development opportunities.
* Pension Scheme.
* Free staff meals.
* Free gym membership.
* Access to wellness programmes.
* Share of the resort’s service charges on a monthly basis.
* Extra days holiday after 2 years.
At LQ Resorts, we craft experiences that guests remember for a lifetime. Join us to help make every moment count!
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