Job Title: Reception Supervisor
Department: Front Office
Work Location: The Mount Royal Hotel Edinburgh
Key reporting Line / Reports to: Assistant Front Office Manager / Front Office Manager / Duty Manager
Scope: The Reception Supervisor is the first point of contact for guests and visitors to the property and responsible for delivering an excellent guest experience
Key Responsibilities & Missions
* Ensures that the team on shift offers a warm welcome, provides accurate information about how the residence works and ensures the comfort and safety of guests and visitors
* Performs check-ins and check-outs, in accordance with set Company procedures
* Carries out reservations as required, and ensures that special requests are met (extra beds, access for disabled people, etc.)
* Reads and acknowledges department emails and memos as necessary
* Supports the nights team during holidays and absences as required
* Deals with guest requests in a timely and efficient manner, communicating with other departments as necessary
* Manages groups bookings and groups allocations, (entering rooming lists in PMS, groups blocks splits, invoicing and payments of groups, rooms allocations, booking cancelations, rooms enquires).
* Assists with bookings and room allocations and ensures that special requests are met (extra beds, access for disabled people, etc)
* Answers questions and manages complaints, seeking advice from management as necessary
* Supports Front Office Assistants whilst ensuring that all set shift tasks are carried out to the required standard
* Ensures that the handover system is kept up to date in order to ensure that key information is passed to the next shift
* Maintains effective communication between the Front Office department and other departments, and participates in daily briefings to ensure the operation runs smoothly
* Ensures department emails and memos are read, acknowledged and understood and the back office board is up to date
* Ensures the Front Office team is aware of, and follows Company procedures such as check-in, check-out, cash and key handling
* Controls the till, ensuring that the float is balanced at the start and end of the shift
* Ensures that any financial discrepancies or queries are brought to the immediate attention of management
* Ensures that payments taken from guests on check-in are accurate and that payments for additional services are correctly added to the invoice as per company policy
* Monitors the balance of guest accounts and sends reminders when necessary
* Takes payments from guests on check-out, ensuring that invoices are accurate and that payments for additional services are included
* Is aware and adheres to Company policies, including Cash & Keys and Bribery & Corruption procedures
* Ensures Safety and Security procedures are adhered to and property keys are signed for at the start and end of every shift
* Ensures that cash, credit and audit reports are run as required
* Assists with revenue and yield management tasks as required
* Works with the Accounts Assistant to ensure that creditors and debtors are managed
Physical Requirements/ Other
* Able to lift up small weights up to 10kg
* Able to stand up for prolonged times
* Prolonged use of VDU screens, up to 8 hours per day
Qualification & Experience
* Previous Front Office experience would be an advantage
* Previous experience of working in the hospitality industry or customer service environment is essential
Attributes / Competencies
* Good organisational skills
* Effective communication skills in written and spoken English
* Cash and Key handling experience
* Knowledge of Property Management Systems (PMS)
* Basic awareness of relevant workplace health & safety
* Immaculate standards of personal presentation
* Proven standards of customer service
* Ability to act on own initiative and think ahead in order to exceed expectations
* Creativity and confidence to find solutions to everyday challenges
HR/ Training/ Health & Safety
* Attends internal and external training as required
* Is prepared to become a designated first aider if required
* Maintains familiarity with emergency and evacuation procedures
* Assist with the induction and training of new colleagues as required
Other
* Comes to the assistance of colleagues as and when required
* Follows good environmental practices, including turning off lights and equipment and minimizing waste
* Is flexible and adaptable to cover shifts at short notice in the event of holidays and sickness
* Is willing to travel between properties in the UK if required to attend meetings and training courses
* Any other requests which may be reasonably expected within the role
Key Relationships
* Front Office Team
* Food & Beverage Team
* Maintenance Team
* Property Team
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