Overall Purpose of the Job
The effective administration and co-ordination of the reception department within budgetary controls, setting and maintaining high standards so that customers’ expectations are consistently exceeded.
Principal Elements and Responsibilities
• Responsible for the motivation, training & development of all team members, providing annual departmental training plan and facilitating regular performance reviews and job chats with all members of the team resulting in the setting of personal goals.
• To manage reservations. To ensure the best possible management of rooms and rates in order to maximise occupancy and average room rate.
• Responsible for the cleanliness of the department, setting standards and communicating these to all employees so that all visitors enjoy a well-presented, professional and hygienic environment.
• Maintain & monitor security systems so that all visitors and employees feel secure and to minimise the risk of damage or loss to their, or Company property.
• Assist in the departments’ HR administration, to ensure that all personnel files are kept up to date, holidays & sickness recorded and that payroll is accurate and timely.
• Responsible for the special events diary.
• Ensure clear and accurate communication within the centres and the group, to promote a clear understanding of objectives, performance, initiatives and general issues.
• Responsible for control of the Reception budget to assist in the Centre’s profit target achievement.
• Respond and evaluate client’s requirements and ensure that there is always continuous improvement in place through operational reviews and discussion of standards with the Reception team.
• Responsible for client liaison & communication between departments to ensure all guest requirements & expectations are consistently achieved.
• To ensure the highest level of security is in place to protect cash/keys & other company assets.
• To promote and report all guest feedback received at the front desk.
• Allocation of daily tasks & duties to the team ensuring that the department runs efficiently and smoothly
• Encourage and demonstrate a positive relationship with customers and colleagues to ensure customer satisfaction.
Statutory Requirements:
To ensure all staff within the department observe all Fire & Health & Safety regulations, attending any training sessions necessary to keep them updated on new legislation, and ensuring compliance with all current legal requirements. To be aware of their responsibilities under the Company Health & Safety Environment procedures.
Unspecified Duties:
To carry out any other reasonable requests which would help to ensure that all visitors’ expectations are met and exceeded.