Reception Shift Leader (Low Wood Bay) [RSL/LWB/FT]

Posted Date

13 Jun 2017

Location

Low Wood Bay Resort & Spa

Department

Reception

Function

Front of House

Type

Full Time

Positions

1

Description

Are you looking to become part of our team in an exceptional stand out world class resort? If so then look no further than Low Wood Bay Resort & Spa. Sitting on the shores of  Windermere nestled in the English Lake District,  Low Wood Bay Resort & Spa is currently undergoing a £16 million renovation and will re-open in phases from April 2017 with completion at the end of September 2017.

The Role

We are looking for a fun, friendly and inspiring person to join our team who’s main aim will be to cater for our guests every need and lead a team who aspire to progress. We want every guest to have a memorable and unique experience during their stay at the Resort and the reception shift leader role is essential to this. You will be required to work with the Reception Manger in forward planning all reception tasks with both the guests and teams needs at the forefront of this. If this sounds great, then we want to hear from you. 

This is a full time position (40 hours) working 5 days over 7 including weekends and Bank Holidays.

Attributes/Experience;

Previous experience working in a reception supervisory role is absolutely essential, ideally in a four star hotel environment with more than 100 bedrooms. The role requires someone with experience in reservation systems, preferably Opera as well as being able to take reservations, cater for guest in house requirements and supporting all other teams in our Resort. You will also be responsible for team training and motivation. This is the ideal role for someone with proven guest relations experience and knowledge of the local area. You must have excellent communication skills and able to work on your own or as part of a team and be capable of managing a variety of task for yourself and others.  

What we look for

  • A passion for hospitality
  • Experience of staff supervision, especially training and development.
  • Experience in use of Opera, Micros, Book-a-table and other hospitality systems.
  • Must be flexible and have the facility to work shifts.
  • Attention to the smallest detail

What's in it for you?

  • The opportunity to be part of the newest world class resort in one of the most beautiful destinations.
  • Uniform Provided
  • Complimentary meals whilst on duty
  • Complimentary Health Club Membership and Family Health Club Membership (subject to terms and conditions).
  • Discounted room nights across all English Lakes Hotels Resorts & Venues
  • Discounts on food and beverages across all English Lakes Restaurants
  • English Lakes Gift Vouchers and awards lunch presentation for each year of service
  • The opportunity to be part of the newest world class resort in one of the most beautiful destinations.

Notes

All applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of our standard recruitment process.

We are happy to receive your CV as an additional supporting document but you still need to complete our full application form or you can request a hard copy to be sent to you if you prefer. 

 

JOB DESCRIPTION

Reception Shift Leader

The Role…

To supervise all members of the reception team whilst on shift and to oversee that staff carry out their set duties in accordance with the departmental plans and instructions. To provide a courteous and friendly reception service to all hotel guests and conference delegates, with particular emphasis on greeting guests, checking guests into the hotel, guest departures and guest checkouts.

Reporting To…Reception Manager

MAIN DUTIES AND RESPONSIBILITIES:

Shift Leading

  • To ensure that each shift is correctly opened and closed, to assist receptionists to balance banking and to liaise closely with the Assistant Front of House (FOH) Manager where necessary.
  • To be fully aware of each member of staff's levels of competence and to efficiently distribute shift tasks between team members.
  • To assist in the training of reception staff and to discuss training and guidance needs of each staff member with the Assistant FOH Manager.
  • To ensure that the function sheet file is updated from the master sheets in the Conference department on a daily basis. And to ensure amendment & addition are circulated to all departments.
  • To attend the morning meeting and to ensure that all necessary information for the meeting is prepared in advance. To ensure that adequate staff cover is sought for the reception desk whilst attending the morning meeting.
  • To be fully conversant with the company Dress and Appearance policy and monitor the appearance of the reception team.
  • To be responsible for all cash and credit card transactions processed through the reception department, to ensure that the change safe balances at the close of shift. To assist colleagues in the completion of financial paperwork and to ensure that any discrepancies in financial paperwork are resolved before staff members leave work.

General

  • To be present and visible at the reception desk in order to attend to guests at all times during the shift.
  • To ensure that all guests needs and enquiries are dealt with in a courteous and friendly manner as required by the Hotel standards policy.
  • To answer telephone calls promptly and that customers are correctly transferred to their required extensions, and that all messages are taken and passed on swiftly to the appropriate room or office.
  • To be responsible for all monies held by and brought to reception, and to efficiently complete all paperwork relating to these monies. To ensure that all deposits and withdrawals from the safe are diligently recorded.
  • To be aware of all hotel services provided for guests. To keep up to date with all promotions and special offers rates appertaining to the hotel facilities and bookings.
  • To ensure that both the front and back areas of reception are kept clean and tidy at all times.
  • To be fully conversant with all appropriate safety and emergency procedures in the hotel. and to notify the Assistant FOH Manager immediately of any ongoing training which you require on these subject.
  • To be fully conversant with all products offered on the room service menu and to answer room service telephone calls in a professional and efficient manner
  • To be dully diligent whilst in the workplace, and to report any suspicious happenings to any senior manager without delay.
  • To be aware of and adhere to all Hotel & Government rules and regulations

 

Check In & Check Out

  • To be aware in advance of all groups and individual guests due to check-in to the hotel in accordance with the current company policy, paying particular emphasis to personalising the check-in by using the customer’s name wherever possible.
  • To be able to repeat the standard check-in script to all guests
  • To ensure that each guest that is checked in to the hotel is offered a choice of restaurant. To ensure that all restaurant bookings are correctly registered.
  • To ensure that the computerised reservation system is kept up to date, and to ensure that requests for wake up calls and newspapers are efficiently processed on the computer system.
  • To be aware of all groups and individual guests due to check out of the hotel, paying attention to personalising the service by using the customers name whenever possible.
  • To ensure that all payments taken on check out are correctly accounted for and to ensure that sufficient diligence and time is taken over processing any financial transactions.
  • To ensure that guests receive receipts for all cash transactions and that appropriate paperwork is completed so that all transactions can be accounted for. To ensure that all credit card payments have been accepted by the bank, and that credit card transaction slips clearly state an authorisation number.
  • To ensure that all charges for guests accommodation and extras have been correctly billed to the guest, and that all service dockets are checked to ensure that no items have been accidentally left off guest's bills. To effectively seek advice from a manager in the case of any discrepancy or suspected omission on a bill, and to not allow any guest to leave the premises without having settled a due room bill.
  • To ensure that all guest queries regarding their room bills are dealt with in a friendly and efficient manner, and to ensure that a manager authorises any decision to remove any items from a guests bill, with that manager's name being clearly specified next to the reduction. To ensure that the hotel is not tricked out of due revenues by guests fraudulently attempting to remove items from their bills.

Reservations

  • To ensure that any telephone reservation enquiries are efficiently transferred as appropriate.
  • To ensure that any reservations or price quotes given to prospective guests are in line with the rates offered.

Guest concerns

  • To be aware of the full service recovery policy of the hotel and to implement this policy in all circumstances when guest's expectations have not been met during their stay.
  • To be proactive at all times in order to solve any potential problems before they occur, or where necessary alerting the reception manager of a potential problem in sufficient time.