Andy S Responsibilities and Hand Over to Kate W/C 20Th September 2004

Reception Training Pack JOB DESCRIPTION

Position Full and Part time Receptionist Responsible to General Manager, Deputy Manager, Restaurant and Bar Manager Scope of Job To be responsible for the day to day running of an efficient and productive Reception operation, to maximise revenue, ensuring the service provided by Reception team meets with the company’s standards and are consistently exceeding customer expectations.

Duties & Responsibilities

1. To manage and control the Restaurant Reservations Diary. To ensure you and the team maximise the revenue potential of bookings on a daily basis. 2. To ensure we have procedures in place for group bookings, faxing of menus, replying to guest enquiries whether by phone, fax or letter, pre – order menu forms, taking of deposit forms, confirmation of bookings etc. 3. To ensure all booking information is communicated on a daily basis to the other departments, i.e. number of covers, special requirements, VIPs, large party bookings, dietary requirements, if we are fully booked etc. (this info to be ready for Daily Morning Meetings) 4. To actively promote and develop sales awareness within the team and encourage the team to maximise sales opportunities at all times, assisting in ensuring budgeted sales for the site are met. 5. To assist the Bar team where needed with bills liaising with Floor and Bar staff; if reception is quiet assist upstairs or any other way required by management. 6. To have maximum knowledge of all products, service standards, procedures and company policies. 7. To ensure that all staff on the reception desk are competent to carry out their duties and are adequately trained in the company and departmental customer and service standards. 8. To ensure the reception area is the focal point of every guests’ arrival into the Bar or Restaurant or departure and every guest is greeted to the standard required and bid farewell on departure, and thanked for their custom. 9. Staff must be guest facing at all times; you must be polite and show real guest care. 10. To ensure all drinks consumed by guests in the bar area are properly recorded and transferred to the correct tables when guests are seated. (see Table Transfer Procedure) 11. To create and implement a control system for lost property, ensure all team members are fully aware of the procedure and follow it. 12. To liaise with and communicate effectively with all members of the reception team, ensuring any relevant information and issues with reference to the department and company are communicated daily. ( use Reception Diary) 13. Ensure an efficient and professional approach is practised at all times when assisting guests. Guests’ needs should be anticipated whenever possible to enhance the quality of service and ultimately guests’ satisfaction. 14. To maintain good time keeping and arrive promptly for all shifts – you should arrive at least 10 minutes prior to your shift to get “handover”. 15. Personal grooming, appearance and posture when on duty must be of the highest standard – perfumes must be light and used sparingly; make up should be discreet; jewellery can be worn but in moderation; clothes must be clean and ironed; the regulation colour is black –top, trousers or skirt and shoes. 16. To answer any guest queries or complaints with immediate action and ensure follow up action if necessary and record all such issues. To inform the GM or Duty Manager immediately of any complaints. 17. To ensure that all equipment is kept in a reasonable condition as per the company standard. 18. To ensure guests with reservation are kept no longer than 15 minutes when waiting for table – they should be guided to the bar area when time allows and seated immediately when time is tight. 19. Last but not least – ensure that the site operates on a day to day basis in the spirit of the company mission statement :

PEOPLE – FOOD – SERVICE - CLEANLINESS Additional Responsibilities 1. To be aware of and ensure we comply with all Fire, Health & Hygiene and Safety Regulations. 2. To undertake additional duties and projects as assigned by the Duty Manager, General Manager or Company Directors’. 3. To attend training courses as and when required. 4. To attend the Restaurant Bar and Grill morning team meeting on a daily basis. (morning receptionist only) Organisation 1. Duplicate message pad to be kept at reception at all times ; all messages to be taken on this and then given to appropriate person A.S.A.P 2. Rotas will be prepared 2 weeks in advance so if you have any special issues with rota - requests for days on/off speak to your manager. 3. Week end working will be rotated between all the team members on a fair basis, with exception of Mon – Fri 9-6 shift.

Morning Reception Jobs  Check the Reception Handover Diary for any left messages from previous day and Reception Rota Clipboard.  Re-stock business cards, menus, check reception flower display is still up to the standard.  Check cloakroom for any items left behind from previous night. Make sure all hangers have cards and that there are adequate number of hangers available and insides of cloakrooms are clean and organised  Call any large parties booked that lunch and/or evening to confirm numbers and details; from Thursday onwards try and confirm as many Fridays and Saturdays bookings as possible.  Get all the information required for morning meeting ready, then photocopy lunch booking sheet and table plan before 11.00am and hand it over to a duty manager to set tables for lunch. Do the same for the evening bookings before 5.30 pm.  Always make sure the kitchen is aware of any large parties as soon as possible, special requirements, etc.  Make sure you have got good knowledge of and are aware of bookings for at least 10 days upfront. Flick through the booking sheets whenever you not busy. Evening Reception Jobs  Handover with the person from the day/morning shift, make sure you are clear on any party booking details or special requests.  Have a tidy around, clean front doors if necessary, check the cloak room is in good enough condition from lunchtime.  Evening sitting starts at 6pm (except Saturday and Sunday when open all day) so make sure the restaurant is ready before taking up any guests, if guests arrive too early for their 6 o’clock reservation, suggest a drink at the bar.  During the night make sure tables are clean and re laid before taking up any guests, check with the manager if there are any delays on tables or any problems; use your initiative and common sense to accomodate any “chance/walking in” tables.  Don’t leave your desk (unless somebody is covering you) until all guests coats have gone from cloakroom, empty the bin and put any handover information or tasks for next day into the diary before leaving.