Job Description
We are looking for an individual that is passionate about achieving excellence in customer service, loves to work in a team and to drive standards. The Reception Supervisor supports the operation and aims to deliver an enhanced guest experience and consequently revenue at Astors Belgravia by driving the excellence of service at all times by ensuring that the team is aware of business levels at all times and is relevantly trained. Be the centre of communication between departments ensuring that the guest experience is delivered seamless.
BUSINESS RESPONSIBILITIES
1. Be a visible part of the guest experience to actively manage service and also to communicate with guests to assess the service delivery consequently
2. Be the daily hub of communication with regards to co-ordination of the guest experience
3. Attend any communications meetings e.g. Operations, Head of Department, Morning meeting to ensure awareness of all business aspects and to ensure that all relevant departments are aware of the current offering and business levels
4. Ensure that departmental service standards (Standard Operating Procedures) are in place and are consistently delivered to a 4* level and drive those actively
5. Supervise Breakfast service, the running of reception and the delivery of other service periods
6. Ensure handovers between shifts take place at all times to ensure the smooth running of the operation (Duty Management log)
7. Pro-actively anticipate potential complaints and deal with those as well as seek customer feedback and discuss and action any feedback that assists to improve/enhance the guest experience
8. Ensure guest feedback is passed on the team
9. As part of the guest experience, ensure that revenue targets are driven and delivered and that up-selling is an integral part of the guest experience
10. Explore/Deliver the revenue maximisation in all areas of the hotel i.e. rooms, Food & Beverage etc.
12. Conduct show arounds to sell the hotel to all potential clients
RESPONSIBILITIES FOR STANDARDS/ GUEST EXPERIENCE
1. Be excellent all round communication skills, writing reports and making recommendations to clients and inquisitive, confident and assertive able to persuade and negotiate
2. Work independently & be self-motivated, able to see opportunities for development and improvement and take these forward
3. Be rigorous and thorough with strong attention to detail to ensure that the team delivers attentive and appropriate service at all times
4. Have excellent organisational skills and be results oriented with the personal drive to succeed
5. Ensure Standard Operating Procedures (SOPs) are in place for the reception department
6. Supervise/execute the running of events ensuring that contractual terms are complied with and that all contracts are adhered to by either side
7. Constantly monitor the guest experience, implement/revise procedures as needed in liaison with the General Manager
8. Ensure that all operational departments are briefed on each event in fine detail and liaise with other departments on the preparation/feedback on events to ensure that maximum guest experience is achieved
HR/TEAM DEVELOPMENT
1. Maintain a happy, incentivized and engaged team
2. Conduct team trainings as agreed with the General Manager and ensure that spot checks are carried out to ensure that all departmental standards are in place and executed
3. Assist with administrative Human Resources tasks such as Return to works, 1-1 meetings, team meetings etc. with the team to get the best out of the team
4. Ensure new starters receive the relevant induction to the hotel and the department and learn all required skills/procedures within their probation period
5. Create an environment where openness about mental health and well-being is prioritized and discussed in line with GDPR, and referencing the EAP
6. Ensure all team members are well-presented and in professional attire at all times
7. Mentoring and development of future stars within the Food & Beverage department to ensure that a succession plan is in place and followed up
8. Review rotas in case of any shortfalls/overstaffing of the rota if business levels change
9. Keeping the staff notice board up to date
10. Be familiar with all applicable legislation ensuring that the Food & Beverage team is trained in Food Safety Level 2 as well as Allergen Training
ACCOUNTS & PURCHASING
1. Be aware of budgetary targets and drive those
2. Ensure daily cashing ups are completed without discrepancies
3. Assisting with stock counts as and when needed
4. Monitoring licensing aspects ensuring that these are complied with at all times
5. Monitor and assist the General Manager in managing staffing levels at all times focussing on achieving or exceeding budgetary targets
6. Ensure that the team is competent in delivering the expected service standards to ensure that payroll is kept at optimum levels
7. Payroll – ensure it is recorded/approved in line with sales activity and business needs
8. Raise Purchase orders for any departmental needs and follow the approval procedure
9. Ensure that the team know what their revenue targets are, and help them to want to overachieve on them
Health and Safety/COMPLIANCE
1. Ensure that all staff receive the relevant induction training as well as any training that is legally required in a timely manner as well as Food Safety Level 2 at minimum and Allergen training
2. Keep up to date with food safety legislation and implement as required
3. Record/report any accidents/incidents to the General Manager
4. Ensure legal compliance at all times with regards to Health & Safety, Fire etc.
GENERAL
1. To undertake other duties from time to time as may be required
2. Be an ambassador for the hotel at all times
Job Type: Full-time
Salary: £23,000.00-£25,000.00 per year
Benefits:
- Discounted or free food
- Employee discount
Schedule:
Supplemental pay types:
Ability to commute/relocate:
- London, SW1W 9QD: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Reference ID: Reception Supervisor
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