Job Overview:
A Reception Manager at the iconic London Hilton on Park Lane will work from the reception desk and overseeing the day-to-day operation. This will include ensuring all Team Members are prepared and well-informed to deliver our Guests an exceptional experience and we exceed every guest and team member expectation.
What you’ll do:
A Reception Manager reports into the Assistant Front Office Manager and is directly responsible for the smooth operation of the front desk through out and ensure all arrivals, departures and queries are organised and executed in timely manner. We are specifically looking for someone that will on day to day basis do the following tasks along with any other projects or requirements of the hotel operations:
- Ensure regular and VIP Guests are recognised and that we operate a mindset of excellence both towards our guests and our fellow colleagues.
- Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
- Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
- Monitor staffing levels to meet cover business demands
- Act as a Duty Manager of the hotel and occasionally cover Night Manager shifts.
- Assist with other departments, as necessary
- Demonstrate positive leadership characteristics to inspire Team Members to exceed standards.
- Ensure the team maximises room occupancy at best rates and use top class up-selling techniques to promote hotel services and facilities
- Oversee the entire Front Office operation to maintain high standards
- Ensure all equipment at the front desk is maintained and in proper order for the team to deliver excellent customer service.
- Mentor staff and support by guiding them to excellent performance levels and stepping in if that’s not possible following company guidelines.
What you’ll have:
- High level of IT proficiency, experience using OnQ would be very useful in the role.
- Great can-do attitude with great communication skills
- Flexibility to respond to a variety of work situations
- Committed to and takes personal responsibility in delivering exceptional level of customer service
- Excellence grooming standards
- Experience of managing people and developing people
- At least 12 months of previous supervisory experience in Front Office in similar calibre hotel or 24 months in a smaller operation.