Cotswold Inns & Hotels

Reception Manager - Tetbury

Tetbury, Gloucestershire
17 Oct 2017
24 Oct 2017
Job Type
Full Time, Live in

Reception Manager

Responsible to: Deputy General Manager / General Manager

Scope and General Purpose: To assist in the maximisation of sales and profitability of the hotel bedrooms. To ensure that all guests are greeted with a friendly welcome and offered the highest standards of guest care and customer satisfaction on check in and throughout their stay.

Principle Accountabilities

  • To report for duty in good time, clean and tidy.
  • To be fully converse with the reception operation and to efficiently manage the operation of all shifts.
  • To ensure that the switchboard is attended to promptly and efficiently, ensuring that all calls are monitored,
  • recorded correctly and messages passed on as quickly as possible to guests and management.
  • To ensure that all telephone calls are answered to the agreed standard, both internal and external calls.
  • To operate the computer efficiently and accurately, ensuring that all guest bills are posted with the correct amounts.
  • To welcome guests on arrival, follow through the registration procedure and give them instructions on how to get to
  • their room and arrange for their luggage to be taken to their room, or for help in unloading their cars.
  • To strive to anticipate customer needs whenever possible and react to these to enhance customer satisfaction.
  • To treat all customers and colleagues in a polite and courteous manner at all times.
  • To give full co-operation to any customer or colleague requiring assistance in a prompt, caring and helpful manner.
  • To maintain a courteous, and well-mannered approach when dealing with all customers, and therefore promote high
  • standards.
  • To perform all tasks to a consistent standard as detailed within the department and to operate within brand and
  • hotel key standards.
  • To receive and process verbal and written inquiries for rooms.
  • To check and post any charges to a guest’s room or to a main account, e.g. drinks, meal charges, fax charges etc.
  • To ensure all rooms are vacated at the correct time and notify housekeeping if vacating time is to be later.
  • To present bills to guests on departure, receive payment and take appropriate action.
  • To check cash floats at the beginning and the end of each shift and inform the Duty Manager of any discrepancies.
  • Float checks should be recorded.
  • To record and chase up any missing room keys.
  • To ensure proper procedures are adhered to when handling credit cards, banker’s cards or cheques (i.e. carry out the
  • correct checks).
  • To maintain adequate level of change in float at all times (order change with the Duty Manager).
  • To provide information on local services, entertainment etc.
  • To make bookings for guests if necessary, e.g. for restaurants, theatre, taxis or another hotel.
  • To check arrival and departure lists each shift.
  • To receive guest’s valuables for safekeeping.
  • To co-operate with other departments to ensure the efficient and smooth operation of all departments.
  • To ensure all relevant departments are aware of any special requests made by guests.
  • To carry out any reasonable request as and when requested by senior management.
  • To ensure your banking equals your cashier total for the shift.
  • To ensure all items to sales ledger should have correct documentation.
  • To be fully aware of the establishment’s and the Company’s facilities and promote whenever possible.
  • To operate and be willing to send any facsimile or to carry out any photocopying or typing for a guest or manager.
  • To report any suspicious incidents, accidents or near accidents caused by hazards to the Duty Manager.
  • To be responsible for your actions, appearance and standard of work.
  • To maintain a good liaison and communications with all members of the reception team, management and your
  • fellow colleagues.
  • To carry on the night porter jobs of ensuring all guests receive their wake up calls and that any unanswered calls are
  • followed up.
  • To be aware of the need to control operating costs and conserve energy where possible.
  • To request stationery and toiletries for the efficient operation of the department and to meet guests needs.
  • To maintain all brochure racks.
  • To ensure the reception desk and the surrounding area is clean and tidy at all times.
  • To carry out some of the night audit procedures.
  • To be flexible in assisting around different areas of the hotel in response to business and customer needs.
  • To attend training sessions when required and to operate in line with the training or information received.
  • To attend briefing sessions and hotel/departmental meetings when required.
  • To take responsibility for all departmental induction training and on the job training of new members of staff and
  • also newly promoted staff.
  • To give quality training and coaching in a systematic and professional way to ensure consistent delivery of product
  • and service standards.
  • To create an environment promoting staff morale and encourages employees to have a pride in the area and their
  • skills ensuring maximum efficiency.
  • To appraise employees in the department using the guidelines provided.
  • To address development needs identified from appraisal and to maximise use of the areas of strength.
  • To positively promote sales awareness within the department and maximise sales opportunities.
  • To control all operating costs within the standards set under the direction of the General Manager.
  • To ensure safety of the working environment in the department is maintained.
  • To create an environment promoting staff morale and encourages employees to have a pride in the area and their
  • skills ensuring maximum efficiency.
  • To achieve action points arising out of job chats.
  • To demonstrate a pride in your workplace and a high level of commitment.
  • To positively contribute to the sales activities within your department/hotel and maximise sales opportunities.
  • To comply with statutory and legal requirements for first aid, fire, health & safety, food hygiene and licensing.
  • To work shifts as detailed in agreement with your head of department.
  • To undertake any other duties as and when required by the General Manager.

The responsibilities in the job description are subject to change from time to time to reflect the changes in business requirements.

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