Aim of the role:

The purpose of this role is to take ownership and ensure the well-being of all guests during their time at the hotel, maintain a high level of host presence throughout and ensure the overall smooth running of the hotel at all times when on duty.

Responsibilities:

• To take ownership in welcoming and bidding farewell to all visitors to the hotel in a warm and professional manner. Ensuring all guests receive prompt service and guidance accordingly.
• To show teamwork and flexibility in assisting with all departments in times of pressure – where reasonably possible.
• To host and facilitate the Morning Meeting ensuring all relevant HOD's are prepared for the day ahead.
• To take ownership in ensuring that accommodation for arriving VIP's and those staying is prepared to the agreed standard.
• To be respectful and with integrity, introduce yourself to all residential guests and hosts of events and parties upon arrival.
• To be respectful and with integrity, room all VIP and important guests personally assuring a very positive first impression.
• To be confident in liaising with guests and ensure a strong host presence at all times, passing relevant information onto staff especially specific requirements or arrangements.
• To be flexible and with teamwork, perform duty management as detailed on the management rota.
• To take ownership and ensure that the standards of service in all areas meet the required levels.
• To be confident and use integrity, deal with complaints quickly ad efficiently and find suitable solutions to any problems that may arise, communicating issues to the General Manager and colleagues in a constructive and clear manner.
• To show teamwork and ownership in assuming responsibility for the running of the Hotel in the absence of senior management.
• To coordinate guests and staff during an emergency and have good knowledge of fire procedures.
• To be passionate in being aware of and promote all services offered in the Hotel.
• To be respectful and passionate in ensuring guests wishes are met if not exceeded so far as is reasonably possible.
• To ensure that all staff address guests by their correct name and title.
• To show teamwork in liaising well with all departments, ensuring that communication of the day's activity is clear and understood.
• To make sure that Company policy and the Vision are followed at all times.
• Using teamwork in liaising with Reception and Housekeeping regarding arrival rooms and prioritisation where applicable.
• To use your integrity in obtaining feedback from guests and to use this to improve service and top pass on such to the General Manager and other relevant HOD's.
• To be passionate and confident in completing daily inspection of all hotel facilities ensuring a checklist is completed.
• To complete a Daily programme detailing all of the following days important notes including specific guest requirements or complaints and a BEO Summary.
• To ensure that all areas are maintained to a high standard of cleanliness.
• To ensure that all appliances, fixtures and fittings are safe and work in accordance with the Health and Safety regulations, reporting any faults to the Maintenance and or General Manager as well and entering maintenance issues onto the correct system.
• To show teamwork in a constant united Management front to the staff.
• To be fully aware of the Hotel's Fire Safety procedures and Health and Safety regulations.
• To complete a full handover with the previous and following Duty Manager communicating directly where possible otherwise full details as appropriate in the DM file and email.
• To take overall personal pride in appearance and work performance.
• To have a proactive attitude to dealing with complaints.
• To have a proactive approach to dealing with business needs.
• To be responsible for all aspects of the Crave system.
• To be the I.T. Champion within the hotel and assist the I.T. Manager where necessary.
• All staff should be confident in understanding and executing the company's policies and procedures with respect to privacy, confidentiality and data protection.