Job description

Reception Supervisor

REPORTING TO: Reception Manager

MAIN PURPOSE OF JOB: Consistent delivery of high standards of customer service.
Promotes a professional and positive image to guests..

GENERIC KEY ACCOUNTABILITIES: People

Product

To consistently deliver Macdonald core standards which are relevant to my role
To maintain a safe and clean environment
To take responsibility for understanding our products and services
To proactively look for ways to improve or enhance the guest experience
To use feedback to improve my personal performance whilst activity encouraging feedback from others
To give my full to support to company initiatives

Process

To complete and act upon training (including statutory) in line with company policy and procedures
To follow all processes assigned to my role ensuring full compliance
To identify any barriers or challenges which may prevent me from delivering on agreed processes
To take responsibility for keeping up to date with any changes in my department

Profit

To have an awareness and understanding of operational costs related to the performance of my job role
To look for ways to protect the profit of the organisation without compromising the guest experience
Be aware of department objectives and ensure all sales opportunities are exploited (OWS)
To promote the products and services to our guest at every opportunity
Spot and act on every opportunity for sales
To act upon any reasonable instructions from management as pertains to my job responsibilities

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JOB SPECIFIC ACCOUNTABILITIES: Customer Service:

To ensure core and departmental standards are adhered to at all times
To exceed customer expectations (Wow Factor).
To give the hotel a lasting first and last impression.
To ensure consistent, efficient and friendly service is given throughout a guests stay.
Service maintained when front office systems go down.
Ensure that the desk is manned at all times.
Has a basic understanding of local attractions.

Communication:

To perform a thorough handover at the end of each shift.
To feedback positive and negative comments from
guests to relevant departments
To ensure any communication for a guest gets to them promptly
To ensure calls are transferred to the relevant departments quickly and efficiently
To ensure messages and bookings are taken and delivered promptly to other departments within the hotel
To handle guest problems and queries in a professional manner.

Sales:

To maximise every opportunity to capture revenue
To be fully aware of how to make a reservation.
To know how to handle an ‘ out of hours’ conference or wedding enquiry professionally
Ensures to upsell at all relevant opportunities, to enhance to guest stay and the benefit of the hotel.
To proactively listen for sales leads and pass to the relevant department.

Systems:

Office System

Outlook and know how to locate various documents.

systems go down

Carry out departmental check list in accordance with departmental procedures.
To have a basic understanding of the back up system
To have a clear understanding for all systems that interlink with reception - such as interfaces, servers, printers, POS systems, minibar, vincards, servebase
Complete the Centre of excellence training programme inline with system skills.
Security:
To ensure that cash and key handling procedures are being carried out in accordance with departmental standards
In compliance with the data protection act, keep all guest information private.
To ensure hotel procedures are followed with regards to guest property.

Health & Safety:

KEY MEASURES: Mystery Guest Reports

Job Type: Full-time

Salary: £11.75-£12.00 per hour

Benefits:

Schedule:

Supplemental pay types:

Ability to commute/relocate:

Windsor, SL4 1LH: reliably commute or plan to relocate before starting work (required)

Work Location: One location

Reception Supervisor

Position Overview & Specifications