Reception Manager vacancy at The Crown and Castle, Orford, Suffolk

The Crown and Castle,
Market Hill,
Orford,
Suffolk
IP12 2LJ

The Crown and Castle are looking for a Reception Manager to lead their current small and friendly reception team. This role includes Duty Manager duties with full training provided.

This vacancy is for a full time role.

Salary | £26,000 pa

Overall Job Purpose:

To be fully responsible for the supervision of the reception and front of house areas, and provide a professional and excellent customer service to all guests. Work closely with other managers from a duty management perspective to ensure that standards are maintained in all FOH areas and targets are met.

Main Responsibilities:

Liase with General Manager for all queries and complaints in an efficient and concise manner.
Oversee and support all FOH areas including the restaurant on a Duty Manager basis.
Effectively build and maintain professional relations with both internal and external contacts
Ensure end of day reports and morning checklists are completed on a daily basis.
Maintain accuracy and efficiency with all room and table bookings.
To ensure the bank reconciliation is maintained accurately on a weekly basis.
To complete all administration relevant to the efficient running of Reception.
Assist in the recruitment, training and induction for all new employees in your department on their first day.
Provide health and safety information to all new starters
Develop plans to continually improve the operation of the reception area, both people and systems.
Carry out performance appraisals, probationary reviews for all team.
To make sure you maximise security in all areas under your control.
To ensure that all receptionists are smartly dressed at all times.

Reservations:

To be responsible for reservations and to maximise bookings by delivering an efficient and reservations service by phone, email and post.
To maximise revenue using all sales opportunities when handling enquiries, i.e. up-selling and cross-selling.
To ensure that all records are maintained accurately and filed appropriately in both the computerised systems and on all documentation relating to each enquiry/reservation.
Carry out room audits of future room reservations, ensuring that all reservations are accurate and confirmed, and suitable rooms are allocated
To be fully conversant of our facilities, bedrooms and any special promotions on offer.
To liaise closely with all departments, ensuring that all guest requests are dealt with appropriately.

Customer Focus:

To ensure that guests are greeted, checked in and allocated rooms promptly and courteously.
Oversee the standard of “meet and greet” to all visitors, customer and guests.
To ensure that check in procedures are adhered to and that the correct address and charge out details are obtained from each guest.
To ensure effective and speedy check-out facilities.

Key Performance Measures:

Achievement of targets and budgets
Employee retention
Guest comments/feedback

Experience

Minimum 2 years’ recent experience in front of house/reception management role, ideally in a hotel environment. Previous experience working in a 2AA rosette establishment would be an advantage. Guestline platform background – minimum 1 years experience, previous restaurant experience.

Skills and Knowledge

Excellent, confident customer service skills, excellent telephone manner, clear communication skills both verbal and written, working knowledge of computers (excel, word and outlook), min A-C GCSE (or equivalent) in Maths and English, must hold a valid driving licence.

Ability / Aptitude

Accuracy, attention to detail, excellent organisational skills, a “can-do” attitude.

The job holder may also, from time to time, be asked to undertake other tasks and responsibilities which are not listed in this job description, but which are commensurate with the post.

If you think you would be well suited to this role, please email your CV to careers@thehotelfolk.co.uk and include the job role that you are applying for in the subject box.