Reception Team Leader - Maidstone

Purpose of the role:

• Support the delivery of the Reception Manager strategy in order to achieve budgeted commercial returns.

• Support the day to day management of the Reception and Front of House areas in line with the Company Guidelines and agreed brand standards.

• Support the delivery of a warm and efficient welcome, with the team confidently able to ‘read’ and respond appropriately to our guests individual requirements and expectations.

• Support the delivery of consistent high standards of hospitality from a department which represent the ‘face of village’ whilst inspiring the team to really excel and deliver consistently.

Key Performance Indicators:

• Support, lead and communicate the Reception KPI’s whilst creating buy in from all team members – with clear communication and on going support to your Reception Manger.

• Support the delivery of the Reception KPI’s consistently throughout the year impacting on EBITDA overall for the hotel.

• Communicate and support the progress of the Reception KPI’s with daily/weekly/ monthly updates for all the team members to ensure they are aware of their impact on budget.

Brand Delivery

• Drive a warm, vibrant welcome to all guests on their arrival inline with excellence standards

• Ensure we are assisting guests in a friendly, courteous and professional manner, taking into account any special requirements they require which will impact on their stay, leaving them with a lasting impression

• Demonstrate full knowledge of the hotel’s facilities, ensuring you are able to convey information regarding other hotels in the group

• Ensure the team are dealing efficiently with all reservation requests, confirmation of bookings and special requests. • Having a full knowledge of rates and terms of business, ensure you can take every opportunity to up sell rooms with the aim of achieving maximum occupancy to maximise the rate.

• Deal with complaints politely and positively making every effort to resolve the issues in a timely manner.

Product Knowledge

• Drive knowledge and use of Hetras to ensure the team are using the system to note all special requirements and impact on the guest’s journey throughout the hotel, whilst additionally balancing Hetras on a daily basis.

• Ensure daily reports for all KPIs are up-to-date

• Monitoring all guest accounts ensuring that charges are posted correct, whilst ensuring that supporting documentation is readily available to be able to challenge

Sales & Marketing:

• Foyer literature to be present and within date at all times.

People Development

• Create engagement in the Reception KPIs by ensuring all team members are up to date with what is coming up next and aware of incentives

• Support your Manager in the recruitment of team members who embody the role model descriptions of the high performance behaviours.

• Using the KPIs, benchmark individual team members performance in terms of sales, and through our online system review their performance against the five high performance behaviours.

Must be flexible on working evenings and weekends and be aviliable to start from the 2nd April.