Group Reception Manager

New Forest Hotels

New Forest Hotels – Group Reception Manager

An exciting opportunity has arisen for an experienced Group Reception Manager to join our New Forest Hotels team, working across all 5 of our hotels.

The ideal candidate will be someone who has reception experience in a 4* or above property with excellent customer service, communication and organisational skills and the ability to work on their own initiative within a busy environment.

This is a rare opportunity for an ambitious individual to join a fast-growing business where you can really make a difference. If you feel you are the right person for the role, we would love to hear from you.

Main responsibilities:

  • Assist in creating, developing and training all front of house team members in line with the New Forest Hotels guidelines and goals
  • Ensure these company procedures are implemented and adhered to on a daily basis
  • Cover early and late reception shifts as required acting as duty manager if needed
  • Help reception teams to become the hub of the hotel, driving the smooth running of reception and all the other departments reception can affect such as Food & Beverage and House Keeping
  • Liaise with reception supervisors to ensure that after the initial training, all of the front of house team members are fully trained in all areas of reception, assisting the supervisors if required
  • Deliver on the job or training sessions to the reception teams to improve accuracy of work – Billing / reporting /customer service / complaint handling / reservation input / check-in / checkout / pre-arrival reservation checks & up-sales / daily up-sales
  • Continue to monitor and identify training needs for all front of house staff and train as required
  • Ensure that all receptionists are following the daily shift procedures by using the early and late checklists
  • Work with the sales and accounts departments to ensure revenue is maximized at each reception
  • Become the loyalty programme champion of the group, ensuring all teams understand the loyalty process, are signing up new customers and rewarding existing members upon check-out
  • Work with Reservations team to ensure smooth process booking and welcoming customers/guests, challenging for change where appropriate
  • Lead by example with clear demonstrations of expected customer engagement and process delivery
  • Promote cross selling across group
  • Any other tasks requested by the Hotel Manager and his/her staff

Skills & attributes:

  • Previous senior reception experience in a 4* or above property
  • Adaptable to change
  • High attention to detail and works well under pressure
  • Excellent, customer service, communication and organisational skills
  • Knowledge of Guestline or other hotel reservations system preferred
  • Must hold a full UK driver’s license as this role will require travelling between each site

Salary & benefits:

  • Up to £25,000 per year depending on experience
  • 45 hours per week
  • 28 days holiday per year and a duvet day on your birthday
  • Perk Box – access to the best perks from some of the UK’s biggest brands including discounts off your weekly shop.
  • Cycle to work scheme – purchase yourself a new bike with generous discount and spread the cost
  • Active Social Committee – Get involved in social events in and outside of work
  • Excellent opportunities for training and development
  • Pension scheme
  • Healthcare benefits – discounted private healthcare
  • Staff loyalty card – rewarding you with discounts up to 50% off our products and services
  • Free staff parking
  • Escape to the sun and receive a discounted rate at our sister resort in Cyprus

Due to the high volume of applicants that we receive we are not able to get back to every candidate. Therefore, if you have not heard from us within 2 weeks of submitting your application, please assume you have been unsuccessful on this occasion.

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