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Reception Manager, Guildford

Employer
Alexander House Hotels & Utopia Spas
Location
Wonersh, Guildford GU5 0RF
Salary
£23,000 + bonus scheme
Closing date
8 Apr 2019

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Job Details

Reception Manager

The Place

Barnett Hill Hotel is the newest member of the Alexander Hotels family joining the Group in September 2016.

Barnett Hill is a beautiful Queen Anne style property, built in 1905, set within 26 acres of lovingly maintained gardens and woodlands, sitting in the heart of the Surrey Hill area of outstanding natural beauty just outside Guildford, Surrey. This idyllic location is 15 minutes from Guildford town and 45 mins from Central London.

Exciting refurbishment and redevelopment plans currently underway are transforming this venue into a beautiful Country House Hotel. The Hotel including all bedrooms have been completely refurbished and updated with work recently completed on the Mews building to increase the number of bedrooms to 54 in total. Our first AA inspection has resulted in 4 Stars for the Hotel and 2 Rosettes for dining being awarded, so we are well on the way!

Please see our website for a full list of facilities.

The Role

A smart, friendly, well organised, guest service focused individual is sort to head up our small Hotel Reception team reporting to our House Manager. You must have a five star smile! and a warm and welcoming personality. You are key to ensuring your team delivers a memorable guest service experience throughout our guests stay.

From the time a guest enters the hotel to the time they pay their bill and leave you and the reception team will be an important part of the guest experience. Your actions will determine the guest satisfaction levels and the extent to which they get the most out of their stay. You will also be key in providing internal departments with information so that they can perform to achieve excellence.

In addition as a senior member of the Front of House team you will be required, following training, to complete some Duty Management shifts to ensure the successful operation of the hotel during your shift.

  • 5 days per week including weekend shifts on a rota basis working a mixture of early (7am start) and late shifts (10/11pm finish) as you will be part of the reception operations team.
  • Completing the full range of hotel reception duties during your shift and supporting your team members over busy periods and coaching them to develop their system knowledge and personal skills
  • Ensure all team members are in full uniform and meet the company standard for Appearance and Personal Hygiene at all times.
  • Ensure excellent standards of administration are achieved personally as well as through your team, in relation to billing, group and events billing, taking reservations, banking and float control.
  • Enquiry handling – both in person and on the telephone.
  • Ensure all shifts and floats are balanced and ‘end of day’ is accurately completed.
  • Assisting with bedroom reservations during peak periods and when the Group Reservations Office is closed in the evening.
  • Ensuring an accurate and up to date daily Activity report is completed and circulated to all departments to support them in the successful operation of the day.
  • Being proactive in resolving any signs of guest dissatisfaction during their stay ensuring resolution before they depart.
  • Encourage upselling as part of the culture of the team.
  • Ensure close liaison with the Concierge and Nights team to ensure faultless service for arriving, resident and departing guests.
  • Recruitment and selection of new team members including the organisation and assessment of candidates on job trials before confirming job offers through the HR team.
  • Ensure a comprehensive Company and Departmental Induction is completed for all new team members.
  • Ensure the team is up to date, trained, and records completed for all emergency procedures and all aspects of Health and Safety relating to their work and personal safety.
  • Carry out 3 month reviews and annual appraisals with each team member encouraging and supporting them to be the best they can be.
  • Liaise with the General Manager to gain support in dealing with any performance issues with the team to ensure they are encouraged/coached to return to the standard required.
  • Ensure team members are all up to date with product development, room refurbishments and current and forthcoming offers.
  • Liaise with the Group Reservations Manager to ensure that Mystery Guest Standards for taking reservations are achieved by you and the team.
  • Encourage, coach, train and performance manage the team to ensure Mystery Guest Service Standards are achieved throughout the guest journey.
  • Maintain and encourage good effective relations and communication with the Housekeeping, Concierge and Nights team to ensure the smooth operation of all Front of House areas.
  • Put forward ideas to the General Manager to develop guest services or improve the guest experience.
  • Ensure effective management and communication with the front of house teams to promote harmony, co-operation and motivation to achieve excellence each day.

Requirements

  • Excellent standard of appearance, communication in writing, face to face and on the telephone with a warm and welcoming manner
  • Previous supervisory experience in a quality hotel front office role
  • Experience of computerised bedroom reservations system
  • Experience of managing a team in a customer service environment
  • Organised and good attention to detail
  • Accurate data entry and computer work
  • A genuine desire to serve our guests

The Benefits

£23,000 + £1,200 minimum potential incentive scheme

4 weeks holiday 8 Bank holidays Free car parking Employee uniform

In addition you will benefit from a range of company benefits including:

Discounted hotel accommodation for yourself and your family at all hotels
Discounted hair treatments at our two Utopia Spas
Discount off all food & beverage at all hotels
Discount of individual treatments booked in our two Utopia Spas
Discount on retail products in our two Utopia Spas
Refer a friend staff recruitment scheme In additional you will enjoy a range of other benefits when you celebrate your 1 yr, 3 yr and 5 yr anniversary including; your birthday off paid, complimentary overnight stays, complimentary lunch/afternoon tea and service related holiday 

Company

Welcome to Alexander Hotels .A luxury collection of boutique, country house hotels and spa hotels near London. All surrounded by stunning countryside, these privately owned and stylish four and five star hotels comprise of Alexander House Hotel & Utopia Spa in Sussex, Barnett Hill Hotel in Surrey,  Rowhill Grange Hotel & Utopia Spa in Kent and Langshott Manor Hotel in Surrey.

At Alexander Hotels, our people take great pride in providing traditional hospitality which complements our stunning country hotels. We are always on the look out for outstanding people with the personality and confidence to shine.

Company info
Website
Telephone
01342 859752
Location
Turners Hill,
East Grinstead,
West Sussex
RH10 4QD
GB

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