Reception Supervisor - London

Reception Supervisor - Holiday Inn - Kensington

Department: Front Office

Reports to: Reception Manager             

Responsible for: Reception Team

Job overview

creating a welcoming and friendly atmosphere for all our guests while being present and visible outside the front door of the hotel.  to welcome and provide physical assistance to guests in a warm, friendly and professional manner taking care of guests from their arrival through to their departure from the hotel contributing to guest satisfaction at all times by providing high quality services throughout the guests stay.

Duties and responsibilities

Operational Requirements:

• To deliver consistently high levels of excellence to ensure complete satisfaction of both internal and external customers.
• To warmly welcome guests and register in to the Hotel ensuring all the correct details are entered into Opera as set out in the Standard Operational Procedures.
• Ensure that during the interaction with the guests the hotel’s food and beverage facilities are explained and upsold where appropriate.
• To follow the shift procedures determined by the RM/FOM
• To take full responsibility for the shift whilst on duty ensuring all procedures are completed
• To provide and communicate clear direction to the team
• To take responsibility for the float whilst on shift, ensuring all security requirements are adhered to
• To adhere to the requirements of the Data Protection Act at all times
• Computerised and manual storage systems are maintained in line with the Hotel procedures
• To conduct training for the team as required and supervise them in the performance of their duties
• To maintain training records and update when necessary
• To take responsibility for new members of the team as part of their induction into the team
• To identify areas of improvements within the team reporting to the RM/FOM
• To notify the Duty Manager, Guest Relations or Assistant Front Office Manager of all V.I.P guests as they arrive
• To ensure blocked rooms list and special requests are issued to the Housekeeping department
• To prepare group arrivals, allocate rooms and check if master accounts are checked in
• To liaise with Housekeeping on late departures and action any discrepancies
• To liaise with Housekeeping, ensuring Out of Order, Room Moves, and Special Requests are actioned
• To ensure that Receptionist / Cashiers banking is correct, and any discrepancies accounted for.
• To ensure all cashiers signed for their float key and counted their floats before and at the end of their shifts
• To ensure that all non-guaranteed reservations are monitored in sell out situations and that all guaranteed reservations are blocked and an updated Arrival report with all blockings is issued to Housekeeping
• To ensure all reservations, amendments, and cancellations are handled in the absence of the Reservations department
• To ensure all telephone calls are answered within three rings and that they are handled in an efficient and courteous manner. 
• Ensure that all check-in details are accurately entered in the computer
• Ensure that all check in messages, letters, etc. are given to the guest on arrival
• Ensure that all IHG members recognised.
• Ensure that the Reception desk and back office is kept clean and in an orderly state at all times.
• To make sure there is change in all floats
• To ensure adequate stocks of stationery and equipment are ordered.
• Maintain proper care of equipment and report all faults to relevant department heads.
• To ensure all walk-in guests adhere to credit policies
• To make sure traces are used as a communication source and cleared by the end of the shift where possible.
• To be fully conversant with branded products and convey to guests when appropriate
• To be conversant with other products and promotions within the Hotel and to sell to the guest when appropriate
• To ensure that any guest complaints are dealt with quickly and efficiently, and to offer any assistance to the Receptionist in situations beyond their control
• To assist the Receptionists on check out when needed ensuring all charges are posted correctly on guest accounts and the correct monies have been received before the guest departs, ensuring all cash handling procedures are adhered to in accordance with the Standard Operational Procedures and security requirements.
• To ensure the Front Office floats are counted at the beginning and end of each shift and all discrepancies are accounted for.
• To ensure the team is giving Rate Your Stay card to guests on check-out
• To report any maintenance problems immediately, follow up if necessary and keep guest informed of all updates.
• To attend and contribute to regular Departmental Communications Meetings ensuring objectives are reviewed, results monitored, and minutes recorded.
• To ensure a close control is maintained on room availability throughout the shift
• Allocate rooms and ensure that any changes that occur are immediately passed on to Room Service and Housekeeping
• Ensure admin accounts are followed up
• To perform any other related duties or special tasks as requested by Senior Management
• To make sure reception emails are checked frequently and gets responded to.
• To ensure all guests have appropriate credit facilities for their accounts. To ensure adherence to all credit procedures in the Front Office; review high balance. Report and follow up on credit issues with Accounts and RM/FOM.
• To liaise with switchboard on break coverage and ensuring all Front Desk staff is taking their breaks, one team member at a time with a minimum disturbance to guest services
• To review all rebates/allowances, paid outs, Sales Ledger invoices
• To check and witness every Receptionist’s banking drop during your shift.
• To complete detailed handover of business at the end of the shift
• To ensure that all the routine tasks of the team are completed
• To demonstrate a positive attitude displaying high levels of energy towards the completion of tasks
• To minimise wastage at all opportunities
• To actively promote an energy efficient culture throughout the department
• To provide the first contact for potential customers in a positive and efficient manner
• To ensure a thorough and up-to-date knowledge of guest services to encourage guests to use in the in-house facilities
• To carry out any reasonable instructions as directed by a manager
• To uphold and maintain all standards in line with your department’s Standard Operating Procedures
• From time to time you may be required to carry out duties outside the normal sphere of work as may be reasonable requested by Management
• To understand and adhere to all aspects of the Hotel Employee Handbook

Key performance indicators:

• Customer feedback
• Shift procedures
• 1:1 with Manager

Skills:

• Experience of front-of-house in a hotel or corporate environment.
• You will be a passionate hotelier with the desire to deliver exceptional customer service
• You will have previously worked as a Front Office Team Member or Supervisor
• Excellent IT skills (MS Office, Financial systems) and numeracy
• Excellent oral and written communication skills
• Ability to work under pressure
• Experienced user of Opera
• A positive and engaging demeaner
• Ability work alone and unsupervised
• The candidate must be flexible as shifts are rotational
• Experience of managing a team including arranging cover and the rostering of staff to maximize efficiency.
• The ability to understand and meet the requirements of Service Level Agreements.
• Experience of working in a highly customer focussed service delivery role.
• An excellent customer focused manner at all times.
• Demonstrating the ability to be proactive and to possess strategic thinking skills.
• The ability to lead and develop a large, diverse team.
• The ability to communicate effectively at all levels.
• The ability to manage change.
• A good eye for detail and a desire to take responsibility, through to resolution, for issue and concerns generated by our customers.