SCOPE AND GERNERAL PURPOSE Manage the smooth day to day running of Front of house and Reception. Ensure the team are working in a positive, productive, friendly and fun environment. Exceed the expectations of our guests to a five-star standard. Inspire and create unique memorable experiences of escape and adventure so everyone feels special. MAIN RESPOSIBILITIES: GUESTS Manage all guests’ requests and ensure communicated to all relevant team members. Record, monitor, action and evaluate all guests’ complaints. Co-ordinate the guest experience to deliver a personalised service that delivers a 5-star experience in line with company procedure. Manage monthly departmental stock checks. Manage the arrival and departure of all guests to exceed their expectations. Manage all bookings, requests and requirements from guests pre arrival and during their stay to ensure the delivery of memorable experiences. TEAM Manage the team accommodation checks, audits and report actions required. Manage your new team members inductions, training and one to one meetings and reviews. Assist with the pastoral care of the team who live on-site and ensure their health and well-being is looked after. Support and co-ordinate all departments as necessary if required (EG short staffed). Follow and maintain all HR practices in line with company policy. PRODUCTIVITY Assist in the management of HART and SynXis to ensure reception is managed effectively and efficiently. Co-ordinate, manage and promote Full Exclusive and smaller events for the company. Assist in the co-ordination of the yield management for the company to ensure maximum occupancy levels and best average room rates are achieved in line with the annual company targets. Assist with the management of the day-to-day activities within the hotel. Support the supply management report to the leadership team linked to operational goals linked to occupancy levels, ADR, REVPAR sales targets. Duty Manage shifts and ensure you are available to deal with any guest, team, supplier enquiries as necessary. Responsible for coordinating attendance and contribution to meetings daily, weekly, monthly as necessary. HEALTH AND SAFETY Co-ordinate and manage the health and safety for the FOH and office operations to ensure a safe environment for the team, visitors and guests. Ensure you mange safe working practices in terms of GDPR, data protection and other legal requirements. Assist with the management of health and safety for the resort and uphold “See it, Sort it, Fix it” ENVIRONMENT Ensure that during your shift you are proactive in reducing energy consumption Responsible for the management of your departments waste effectively. Expected Behaviours Friendly Pleasant, kind and easy to talk to. Aspirational Have hopes and desires to achieve your goals. Honest Have integrity so you can be trusted, straightforward and truthful. Challenging Interested in testing your ability, skills, and the way you think. Key Management Responsibilities: Customer Service Team Performance Productivity Health and Safety Expected Leadership Behaviours: Live the Mission Be a role-model Use great judgement Inspire development Own mistakes Recognise and reward