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Reception - Assistant Reception Manager

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Verdura Golf & SPA Resort cerca a Sciacca (AG) un:

ASSISTANT RECEPTION MANAGER


Responsible for: Shift Leaders, Receptionists, Switchboard Operators

Job Purpose: To assist the Reception Manager with the supervision and control of the Front Office operation and to maximise room revenue. To meet and greet all guests ensuring the highest standards of guest care and attention.


GENERAL DUTIES

1. To consistently provide and maintain the highest standard of guest care and service.

2. To ensure that you and all reporting staff maintain a high standard of personal hygiene and grooming at all times.

3. To ensure that designated uniforms are worn, well pressed and in a good state of repair.

4. To assist your head of department in maintaining and updating the Departmental Standards of Performance.

5. To ensure that you and all reporting staff demonstrate the required Standards of Performance.

6. To assist the Head of Department in regularly monitoring staff performance against agreed criteria.

7. To have a good knowledge of all hotel facilities and be able to answer guest questions in a quick, polite and helpful manner.

8. To handle any guest complaints or problems promptly to ensure that all resolved/ unresolved incidents are reported to your Head of Department.

9. To ensure company, hotel and statutory rules, regulations and policies are adhered to at all times.

10. To act on your responsibilities detailed in the Health and Safety at Work

11. To demonstrate a working knowledge of Fire Prevention and to ensure that staff follow hotel evacuation procedures when required.

12. To be security conscious with respect to guest/staff/hotel property/welfare and to report suspicious circumstances to your Head of Department.

13. To ensure all maintenance faults within the Department are reported and actioned.

14. To ensure the departmental area is maintained as a safe, clean and presentable area.

15. To communicate positively with staff, colleagues, your Head of Department and Management to ensure effective team work and high morale.

16. To attend meeting and training sessions/courses that may be beneficial to you and your department.

17. To follow procedures set up for energy conservation.

18. To assist your Head of Department with the induction of new members of staff.

19. To effectively supervise the departmental operation whilst on duty.

20. To handle grievance and disciplinary matters to the agreed hotel standard

21. To deputise for Reception Manager in his/her absence.


SPECIFIC DUTIES

1.Through a system of daily and weekly meetings, review and plan forthcoming arrivals and departures of guests with the Reception Manager.

2.Ensure that all VIPs and important guests are given recognition and acknowledgement by the Front Office staff in the hotel.

3.Co-ordinate with the Housekeeping department, Concierge and Reservations, all group arrivals at the hotel, to ensure that they are handled in an efficient and hospitable manner in the absence of the Reception Manager.

4.Follow up all guest complaints and enquiries, ensuring that guests are responded to within 24 hours and the necessary departments have carried out their follow up action.

5.In the absence of the Reception Manager, closely monitor the performance of the Front Office departments during evening periods, in particular, standards of courtesy from staff and cleanliness of all public areas.

6. With the assistance of the Training department, ensure that the Front Office employees are trained and monitored to carry out their work to the required Standards of Performance and that procedures are set and followed.

7. Carry out regular job chats, appraisals and departmental meetings with all Front Office staff.

8. Co-ordinate the work of the Security Manager, ensuring that the hotel is fully protected in all aspects of Health, Fire, Life, Safety and Security.

Requisiti