Job Title: Assistant Manager
Department: Front Office / Reception
Reporting to: Assistant Manager
Job Location: The Priest House Hotel
Salary: £29200 – £31000
Job Type: Full-Time – 40 hours per week
Job Summary
We are seeking a highly motivated and organized Assistant Manager to lead our reception team and ensure exceptional service delivery. The Assistant Manager will be responsible for overseeing day-to-day front desk operations, ensuring that guests receive a warm welcome and a seamless experience from arrival to departure. The ideal candidate will possess strong leadership skills, attention to detail, and a passion for providing excellent customer service.
Key Responsibilities and Accountabilities
1. Team Management and Leadership
- Supervise and support the reception team to ensure smooth and efficient front desk operations.
- Conduct daily briefings to communicate any updates, special requirements, or guest arrivals.
- Train, mentor, and develop reception staff to enhance service delivery and ensure adherence to company standards.
- Schedule shifts and manage team rosters to ensure optimal coverage during all operating hours.
- Performing Duty Manager shifts as and when required.
- Address and resolve staff issues promptly, escalating to the Assistant Manager when necessary.
2. Guest Experience and Service Excellence
- Ensure all guests receive a warm and professional welcome, promptly addressing check-in, check-out, and other guest needs.
- Handle guest complaints and issues efficiently, aiming for immediate resolution and guest satisfaction.
- Oversee the management of special requests and ensure VIP guests and regular visitors are provided with personalized service.
- Continuously monitor the reception area for cleanliness and orderliness, ensuring the ambiance reflects the company’s standards.
3. Operational Oversight
- Oversee and manage the daily operations of the reception desk, including cash handling, billing, and room allocations.
- Ensure compliance with security protocols, data protection laws, and safety regulations.
- Perform regular checks on office supplies and maintain stock levels, coordinating with the relevant departments for replenishment.
- Manage the upkeep of reception equipment, reporting any malfunctions and ensuring timely maintenance.
4. Administrative Duties
- Maintain accurate records of all guest information, feedback, and incidents for reporting and analysis.
- Monitor and evaluate key performance indicators (KPIs) for the reception team, providing regular updates to the Reception Manager.
- Prepare reports related to guest satisfaction, team performance, and any other areas as required.
- Collaborate with other departments to ensure communication and service flow are streamlined.
5. Technology and System Management
- Oversee the operation of front desk software and troubleshoot minor issues.
- Ensure that the reception team is proficient in using all relevant technology, providing training as necessary.
- Maintain data accuracy and ensure all transactions are recorded appropriately in the system.
Key Skills and Competencies
- Leadership: Ability to lead and inspire a team, promoting a positive and collaborative work environment.
- Customer Service: Strong commitment to delivering exceptional guest experiences.
- Communication: Excellent verbal and written communication skills.
- Problem-Solving: Ability to think quickly and resolve issues in a professional and efficient manner.
- Organizational Skills: Strong multitasking and time management abilities.
- Attention to Detail: High level of attention to detail, especially in handling guest requests and documentation.
- Technical Proficiency: Familiarity with front office systems and proficiency in Microsoft Office Suite.
Qualifications and Experience
- Previous experience in a reception or front office role, with at least 2 years in a supervisory position.
- Experience in the hospitality industry is highly desirable.
- Familiarity with property management software and booking systems.
Working Conditions
The role may involve working shifts, including evenings, weekends, and public holidays.
Ability to remain calm and composed in a fast-paced environment.