Head of Reception

London, England
£27000 - £31000 per annum
27 Jul 2018
24 Aug 2018
Charlotte Williams
Job function
Full Time
Contract Type
Seeking an experienced Reception Manager looking for their next step in their carer in a family run Central London Hotel…

This hotel offers a fantastic central location within easy reach of several tube and rail connections. It is an independent family business which offers a good standard of accommodation for exceptional value for money.

*Overseeing the reception, reservation and cashiering department
*Manage staff in relation to all people and performance activities, e.g. rota management, payroll, holiday approval, sickness absence, recruitment & selection, training & development, performance management (formal & informal), conflict resolution etc.
*Line management of the staff team, through various forms of communication, including individual annual appraisal and staff team meetings
*Ensuring the front desk provides a professional and friendly service for customers
*Ensure that all bookings are guaranteed and no show charges/late cancellation charges are applied where appropriate
*Reviewing guest special requests and ensure that they are met or exceeded
*Handle problems that arise in an effective professional manner
*Analyse existing working practices and suggest/implement alterations designed to ensure efficient service delivery to customers
*Monitor and evaluate staff performance through frequent contact with staff and adhere to Company policies and procedures.
*Inputting payroll and holidays, and addressing sicknesses.
*Conduct scheduled as well as ad hoc audits across the department to measure compliance with KPIs, targets and quality standards, including service readiness, staff appearance, hospitality culture and guest experience; reporting findings to Directors
*Analysing occupancy levels, forecasts and PNL reports to make recommendations for the department
*Ensure employees are following company policies and procedures.

*Proven experience in Reception Manager or Head of Reception role
*Experience of dealing with customer complaints
*Experience of managing customer relations face to face and via phone/email
*Strong people management skills
*Opera/PMS knowledge, reservation system
*Advanced level in both written and spoken English
*Customer Service skills - face to face, telephone, email etc.

A competitive basic salary with opportunities for personal and professional development

Call: Charlotte on 0203 887 9444
Email: Charlotte@traveltraderecruitment.co.uk