Assistant Reception Manager

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Every team member at The Queens Hotel & Spa is expected to provide warm, efficient, and personalised service that ensures guest comfort and satisfaction. Excellence comes from going the extra mile, working as a team, and supporting all departments. All staff should demonstrate the Evolve Values be empathetic, share our vision, look for opportunities, love where your work, master the art of versatility and inject some energy.

Purpose of the Role

To manage the front office team and operations to ensure that a warm welcome and efficient service is delivered to all guests, ensuring their comfort and satisfaction throughout their stay. The reception supervisor plays a key role in training and supervising the team, ensuring a seamless check-in/check-out experience, assisting with guest needs, and upholding the highest standards of The Queens Hotel & Spa.

Key Responsibilities

• Oversee the daily reception activities, ensuring efficient check-in and check-out procedures and maintaining a welcome and professional environment.
• Supervise and support the reception team in delivering outstanding guest service.
• Act as the first point of contact for guest complaints, taking ownership and resolving issues effectively.
• Maintain accurate records and update guest information as required.
• Promote the hotel's services and upsell where appropriate.
• Communicate guest feedback and requests to relevant departments.
• Handle phone calls from prospective customers and guests.
• Preparing room bills and ensuring prompt payments.
• Uphold high standards of presentation, cleanliness, and professionalism.
• Monitor team performance, ensure procedures are followed, and provide on-the-job coaching.
• Motivate and support the team to meet service and performance goals.
• Support the Front Office Manager with training, and departmental targets.
• Lead by example in upholding company presentation and service standards.
• Support colleagues and other departments as needed.
• Attend mandatory training and contribute to team meetings.

Guest Experience

• Acknowledge all guests appropriately and use names where known.
• Take responsibility for resolving guest concerns and ensuring satisfaction.
• Always maintain a positive and helpful attitude and promote this with the front office team.
• Respect the guest presence when interacting with other colleagues.
• Follow The Queen Hotel Brand Standards.
• Respect the guest presence when interacting with other colleagues
• Encourage the team to recognise and respond to individual guest needs.

Compliance & Security

• Report maintenance and safety issues promptly.
• Ensure that all team members follow procedures for lost property, chemical handling, and fire safety.
• Ensure the security of guests and hotel property is always maintained.
• Report any inappropriate and untoward behaviour in both guests and employees.
• Ensure all data is handled in line with GDPR and brand policies.

Team & Business Support

• Be fully aware of rates and room sales in line with budget.
• Promote all hotel activities wherever possible.
• Monitor the movement and use of petty cash and ensuring it is being used for the correct purposes.
• Be flexible with shifts to meet business needs.
• Work collaboratively with colleagues across departments.
• Provide cover for the Front Office Manager when required.
• Support hotel operations by assisting in other areas when required.
• Attend team meetings and contribute when applicable.
• Participate in training courses that are provided and attend any mandatory company courses.