Reception Shift Leader

Ensure front office staff provide guests with prompt service, professional attention and personal recognition.

· To manage day-to-day staffing requirements, plan and assign work, and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance.

· Motivate and engage the team to work towards team goals.

· Manage the team’s professional development and discuss any area of concern with the team on a one to one basis.

· Educate and train team members in compliance with local laws and safety regulations. Ensuring team members know emergency procedures and serve as a central communications point during emergency/crisis situations

· Ensure staff are properly trained and have the tools and equipment to carry out job duties.

· Always work in a heartist manner

· To be committed to continual professional development

Serve as the Manager on duty, on a rota basis, taking ownership for the safety and security of the Hotel during your shift.

· Promote the Pullman brand philosophy through exemplary attitude, behaviour and communication skills.

· Ensure the department is compliant with brand standards and action audit feedback promptly and effectively.

· Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction.

· Contribute to guest satisfaction and guest relations, whilst taking care to respect administrative procedures

· Anticipate guest needs and provide current, accurate and relevant information personalised to guests and visitors individual needs.

· Collect and input information on guests, to improve future visits to the hotel

· Conduct routine inspections of the front office and public areas and take immediate action to correct any deficiencies.

· Audit the brands loyalty programme ALL on a daily basis to ensure accurate records of points distribution / redemption





RESPONSIBLE BUSINESS:

· To ensure ALL Safe & COVID-19 compliance in every activity undertaken

· Ensure that the workplace remain clean and tidy

· Ensure compliance with local laws and safety regulations

· Know and apply the hotel’s safety regulations (in case of fire etc.)

· Ensure the safety of people and property

· Respect the hotel’s commitments to the “Environmental Charter- Accor Planet 21” (saving energy, recycling, sorting waste etc.)





· Will undertake reasonable duties as dictated by the Reception Manager.



Work Experience
Qualifications & Skills

To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:



Essential:

· Proficient team leadership and supervisory skills preferably within the Hotel Sector

· At least three years’ front office or guest service experience

· Positive, welcoming attitude and good communication skills

· Exceptional interpersonal skills

· Extremely well organised and attention to detail

· Ability to work on your own and as part of a team

· Commitment to and passion for delivering high levels of customer service

· Must speak fluent English.

· The right candidate will have competent use of all the Microsoft suite of products



Desirable:

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

· Experience of working with Opera is preferential

· Bachelor’s degree/higher education qualification/equivalent in Hotel Management/Business Administration

· Fluent in a second language

· Two years’ experience of working in a supervisory capacity