Reception Manager

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Job Description

Additional Information: This hotel is owned and operated by an independent franchisee, Splendid Holdings Ltd. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

As the Reception Manager at our Four Points Express by Sheraton, you will lead the reception team and play a pivotal role in ensuring exceptional guest experiences from the moment they arrive till they depart. You will lead a team of front desk associates, overseeing all aspects of the reception area operations, including guest check-in and check-out processes, concierge services, and ensuring seamless communication between all hotel departments. Your leadership will be instrumental in creating a welcoming atmosphere that reflects the values and standards of our brand.

Key responsibilities to your role:

- Lead the reception team and managed the day-to-day operation of the Front office department

- Work closely with your team and Reservations to ensure the team has a full understanding of the requirements of guests who are arriving, in-house and departing

- Serve as the main point of contact for Guests and ensure hotel departments are fully briefed on their requirements

- Seek verbal feedback from customers on a regular basis and respond to all guests' queries in a timely and efficient manner

- Manage, record, and resolve complaints promptly

- Manage the Reception department and assist with the daily duties

- Ensure all employees receive regular training to update their skills and knowledge and meet their own personal development needs

- Recruit, manage, train, and develop the reception. Perform Duty Manager shifts

- Respond to guest queries efficiently and effectively

- Monitor and respond to Guest satisfaction survey in timely manner.

- Actively lead and participate in Marriott Bonvoy enrolment

- Effectively communicate with all departments of the Hotel

- Champion the PMS Opera System

Personal Specifications:

- Previous reception experience is required

- Previous experience in customer service roles is required

- Knowledge of Opera PMS system is required

- Attention to detail

- Friendly, confident, and outgoing personality

- Effective communication skills

- Great organisational skills

- Team Player

- A motivated and focused individual who takes it on board to drive themselves

We strive to create an amazing workplace where our staff feel happy, motivated and a part of the family. We want to provide a friendly and supportive environment that encourages growth and development. By working with people from all over the world, you can expand your personal and professional horizons and create unforgettable experiences for our guests. If you're interested in advancing your career, we offer various growth opportunities within the company. Additionally, we have other benefits on offer which we can discuss with you.

- All Marriott Employee Benefits

- Apprenticeship programmes available

- Learning and Development Opportunities are available through our Leadership Development Programmes

- Heavily discounted hotel stays and food & beverage discounts

- Uniform provided

- 24/7 Employee Assistance Programme for you and your family

- Giving you access to counselling services, physical wellbeing & financial aid

- 28 holiday days (pro rata for part-time)

- Automatic Enrolment into a workplace pension scheme

This company is an equal opportunity employer.

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