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ASSISTANT RECEPTION MANAGER Location: Reception Reports Into: Front of House Manager, General Manager Persons Supervised: Receptionists and Reception Team Leader

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ASSISTANT RECEPTION MANAGER Location: Reception Reports Into: Front of House Manager, General Manager Persons Supervised: Receptionists and Reception Team Leader Job Title: ASSISTANT RECEPTION MANAGER Location: Reception Reports into: Front of House Manager, General Manager Persons Supervised: Receptionists and Reception Team Leader Main Objective: To manage the operations of the Front Office department to the standards set out by the hotel and company. To assume overall responsibility for the co-ordination and overseeing of the hotel operations in the absence of the Front of House Manager. To ensure the safety and security of the guests. Key Relationships: To maintain all inter-departmental relationships to ensure seamless customer service throughout the hotel. Main Duties: • To oversee the front desk ensuring we achieve total guest satisfaction • To ensure that the Front Office team are wearing correct uniform in line with company standards and their name badges. • Have a thorough knowledge of all systems and procedures used with in Front Office so that you are able to give decisive direction and supervising to the team • To welcome guests to the hotel in a courteous and helpful manner • To ensure that a suitable method of payment for each guest account at the time of check in • Understand the credit procedures and be able to explain them to guests where applicable • Ensure that all guests receive an efficient and correct check in and that all procedures are followed • Ensure that all guest profiles are updated and present, including for all international visitors their passport details (if not UK or Irish residents) • To comply with hotel policy regarding floats and access to the safe • To handle any guest complaints or problems promptly and to ensure that all resolved and unresolved problems are reported to your Head of Department • Ensure all VIP/Special Need/Special Request/Previous Complaint guests are highlighted and actioned upon in the correct manner • Ensure regular Rate Check is performed on a daily basis • Be thoroughly aware of all administration procedures with reference to reservations, correspondence checks/filing relating to a guest stay and taking of reservations in the absence of the reservations department • Be aware of the reservations procedures with regards to rate quoting and walk in guests • Communication with the housekeeping management to ensure late/early departures, daylets, showround rooms and room moves are dealt with • To show willingness to be flexible at all times in assisting other departments within the hotel, as the needs of the business dictate - with the ultimate aim in mind of providing the best possible service to our guests • Be fully aware of hotel amenities , including the opening and closing times, facilities and contact names for further information • Taking appropriate action to resolve guest queries, problems or complaints • To perform Duty Management shifts in line with company standards • Liaise with the FOH Manager on a daily basis of staffing, training and guest issues • To maximise revenue where possible by means of up selling and occupancy • To complete daily accounts procedures and ensure correct monies are banked • Write the departmental rota • To ensure that the departmental payroll budget is adhered to and managed correctly • Be conversant with the hotel Health and Safety, Fire Safety, Departmental Fire Safety and Security procedures • Make sure the reception health and safety is kept up to date • To perform monthly 1:1’s with the Front Desk team and feed this back to the FOH Mgr • Monitor Guest Satisfactions surveys and ensure that any trends are dealt with in the 10 minute training sessions • Ensure that the 10 minute training sessions are taking place daily • Ensure the safe storage and correct logging of all Park tickets to and from the main safe • Perform mini internal “Mystery Guest” audits on the front desk team in line with the company audit standards to ensure the team are exceeding what is required Self-Management • Comply with the hotel rules and regulations as outlined in the company handbook • Comply with the company grooming standards • Comply with time and attendance policies • Comply to policies relating to the safety and welfare of all staff including equal opportunities and discrimination laws • Actively participate in training and development programs and maximize opportunities for self-development Customer Service • Must demonstrate the necessary service attributes in line with the hotel and company expectations including: • Being attentive to Guests • Fulfilling Guests requests in timely and accurate manner • The anticipation of Guests needs • Taking appropriate action to find resolutions to guest complaints • Ensure that mystery guest reports are acted upon Financial Responsibilities • Have an understanding of the departmental budgets and how they contribute to the hotels overall targets • Develop a system to measure, track and report on the departmental running costs • Develop a procedure for the tracking of upselling incentives within the department. People Management • Working alongside the HOD and Human resources to support in staff training and development • Deliver training where applicable whether as a group session or on a 1:1 basis • Coach, council and discipline staff, providing constructive feedback to enhance performance • Regular communications with the team by performing 1:1s and team meetings to maintain a positive relationship Health and Safety Management • Having familiarised yourself with the Company health and safety policies, ensuring that your area promotes and comply with them • The reporting of hazardous situations, accidents and near misses in line with the company standard, and ensuring that the General Manager is informed of any major areas of concern • Familiarize and enforce your areas emergency procedures and your responsibilities Risk Management Hotel staff must: • Co-operate with the company to achieve compliance under Fire and the Health and Safety legislations • Take moral and legal responsibility for conducting themselves in their work so as not to expose themselves and others to risk • Read, understand and implement the relevant sections to the Safety 1st policy • Sign the relevant declarations after having read and understood the relevant safety 1st policies • Not to participate or promote, horseplay, pranks or practical jokes that may result in an accident or injury • Make careful use of Personal Protective Equipment that is provided • Ensure that any safety equipment is checked for damages and is removed and reported if found to have it • Report all accidents, hazards or dangerous occurrences, no matter how minor, to HOD’s and Supervisors The above is designed to help you in the understanding of your role and is not intended to be a definitive list of your duties, as flexibility in meeting company and guests needs is required by all employees. I confirm that I have read and agree with this job description explaining the main duties of my job. Employee Name: ……………………………………………………….. Date: …………………………….. (Please Print) Signed By Employee: …………………………………………………. Date: …………………………….. Signed By Employer: Drayton Manor Hotel August 2011 .
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