Job Description

Reception Manager

Onecall Hospitality Limited

Job Title:Reception Manager

Location:

Line Manager:Front of House Manager

Key Communications: /
  • Head of Department
  • Other Head of Departments
  • Own Team
  • Central Support Managers
/
  • General Manager
  • Customers
  • Night Team
  • Reservation & Meeting & Events Team
  • Central Reservations Office

Job Purpose / Summary: /
  • To take responsibility for the service standards of the Reception team, to ensure total guest satisfaction.
  • To encourage and develop team, to ensure that all legal and company standards are being met.
  • To promote and maintain the professional profile of the Reception team.

Core Accountabilities & Performance Indicators

These indicators are what the Company can expect to see when the role is being performed to the required standard.

To provide first class service to the hotel guest.

/
  • Assist all guests in a sincere and courteous manner, wherever possible going the extra mile to ensure guest satisfaction.
  • Anticipate guests needs where possible and react to those needs to enhance guest satisfaction.
  • To ensure that all guests are dealt with promptly upon arrival and departure, following the Company’s Core standards.
  • Be fully conversant with the facilities, services and promotions offered by the hotel and whenever appropriate offer this information to the guest.
  • Ensure that company and legal standards for cleanliness are maintained within the department.
  • To carryout, review, and update where appropriate, all Reception procedures, as per Company policy.
  • Ensure that the team are correctly uniformed, in line with company standard and understand the importance of high personal hygiene standards.
  • Ensure that the team are punctual, polite, courteous, and helpful to guests and colleagues at all time.
  • In the absence of the sales team, ensure that the reservations are carried out to Company standards. To maximise revenue, by following rate level management principles.
  • To ensure that a professional appearance and manner, is shown to all visitors, resulting in positive PR both internally and externally.
  • Be aware of your responsibility for the security of guest and hotel property.
  • Ensure that the Company’s brand service standards are adhered to all times.

To be actively involved in the development of the Reception product. /
  • To communicate and share knowledge with other hotel departments.
  • Regularly visit competitor hotels to compare service and product.
  • Liase with Line Manager, reviewing performance of Reception service, this would involve reviewing customer feedback on a regular basis.
  • Ensure that all new Company practices and procedures are actioned immediately.

To actively promote sales. /
  • To develop and demonstrate the use of sales techniques to effectively sell bedrooms and conferences, maximising occupancy, average rates, and yield.
  • To understand the hotel’s Business Plan, to play an active role in developing sales strategies and promotions. Ensure they are communicated to the Reception team.
  • To encourage team to forward sales ideas/ promotions. To help gain their commitment and feedback.
  • To identify possible sales leads, and pass to sales team.

Abide by Corus and Regal Policies. /
  • Ensures that the team performs all guest accounting functions according to the Company and Hotel policies and procedures. Therefore, ensuring all guest accounts are complete and accurate.
  • Adheres to the Company Credit Policy.

Monitor and control key departmental costs and controls /
  • To prepare, monitor and check the departmental forecasts and rotas to ensure they are in line with set budgets and meet the service and business needs.
  • To undertake purchasing / ordering of departmental supplies carry out a monthly stocktake, and action any discrepancies in line with company standards.
  • To control departmental costs through correct stock ordering and distribution of supplies.
  • Maintain financial awareness and understanding of how the role impacts the hotel Profit and Loss account and the company’s business.
  • Ensure security for both self and all departments.

To support and action all relevant employee relations, within the team and department. /
  • All issues are dealt with in a fair, reasonable, and professional manner abiding by Company and legal standards.
  • All information is given and recorded according to company legislative and company policy and procedures.

To ensure that recruitment is in line with agreed manpower / productivity levels /
  • To use effective and creative recruitment methods.
  • Ensure agency workers are kept to a minimum or at zero.
  • Follow the company process when advertising vacant positions.
  • Ensure that the department is operating to the agreed manpower / productivity ratios set by Line Manager

To identify, provide and evaluate departmental learning and development. /
  • To carry out the departmental welcome induction to the set company standard.
  • To complete 4 and 12-week job chats with all new employees. Evaluate performance and action outcomes.
  • Conduct regular 1:1 meetings with members of the team as part of the company performance management process.
  • Complete Annual Performance reviews and set business goals and development plans to improve performance.
  • Devise, agree and action training plans for the department, with Line and HR Manager.
  • To utilise and incorporate all internal learning and development tools i.e. Workbooks, Fact Files, NVQ’s, Mission Possible.
  • Carry out statutory training as required by Company policy and procedures.

Monitor and comply with all Company and legal statutory requirements. /
  • Must attend all H&S and Fire Training as directed by designated Line Manager and ensure that all members of your team also attend as appropriate.
  • Ensure that while you undertake your role you abide by the Health and Safety at Work Act 1974 and safe system of work appropriate to your role.
  • In use of company nominated chemicals, it is your responsibility to comply by COSHH.
  • Understand the importance of adhering to company policy with reference to Hazard spotting, first aid reporting, and reporting accidents.
  • To have a complete understanding of hotel and Company procedure in the event of a fire.
  • Maintain statutory awareness and understanding of how this impacts on your role within the hotel and business.
  • Abide by all company and legal statutory standards always, bring to the attention of senior management and discrepancies or breach of standards.

To support the hotel in the achievement / maintenance of quality awards such as Investors in People. /
  • To assist in the activity of quality awards.
  • To attend meetings and carry out agreed actions.

Competency Framework for a Reception Manager
Adaptability
/
  • Flexible and adapts quickly and positively to new situations keeping emphasis on a balanced approach
  • Thinks ahead and develops contingencies

Communication /
  • Communicates clearly and openly both verbally and in writing
  • Pitches information at the appropriate level
  • Manages conflict effectively.
  • Participates in meetings and communicates information appropriately.

Creativity /
  • Looks for fresh ideas and encourages creative thinking in the team
  • Turns good ideas into realistic solutions, recognises and utilises ideas

Decision making /
  • Collects and analyses relevant and accurate information about a problem.
  • Makes conscious decisions to take actions.
  • Accepts responsibility for making things happen.
  • Constantly reviews to improve.
  • Effectively delegates to get things done.

Influencing /
  • Presents powerful arguments which persuades others
  • Has a positive profile through networking and developing positive working relationships at all levels.
  • Gains commitment to action from a range of people, presenting a balanced and business focused approach.

Integrity /
  • Open and honest
  • Treats people fairly
  • Respects confidences
  • Adheres to legal obligations

Self Management /
  • Sets and strives to achieve high personal performance standards.
  • Organised and uses a systematic approach to getting things done through to completion
  • Manages time and resources effectively.
  • Motivated, self reliant has drive and determination to succeed.
  • Meets deadlines and delivers agreed objectives by prioritising and managing through to completion.

Team Work /
  • Motivates and inspires their team to perform and ensure goals are achieved.
  • Supports, develops, coaches, and develops others
  • Train and develop team to meet business needs.
  • Demonstrates management and facilitation skills.
  • Demonstrates a basic understanding of Human Resource management.
  • Carry out and deliver Duty Management.

The above is designed to help you in the understanding of your role and is not intended to be a definitive list of your duties, as flexibility in meeting Company and guests’ needs is required by all employees.

I confirm that I have read and agree this Job Description, explaining the main duties of my job.

Signed: ______(Job Holder)

Print Name: ______(Date): ______

Signed: ______(Line Manager)

Print Name: ______(Date): ______

The information in this document is confidential. You can download content and print copies of the information, only for your own personal use. All other rights are reserved. Unauthorized reproduction, modification, and or distribution are not permitted. No loss or costs incurred arising from this document content will be accepted by Onecall Hospitality Limited. The advice given is for guidance only. Copyright © Onecall Hospitality

Document Ref: OCH_RM258