Hotel Reception Supervisor in Newcastle upon Tyne

Join us at Accor, where life pulses with passion! As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. By joining us, you will become a Heartist®, because hospitality is, first and foremost, a work of heart.

You must be happy working customer facing at all times, from morning shifts until evening work. You will be trained to provide a multi-functional service required within Front of House, Bar, Food and Beverage and Housekeeping where applicable.

As a Front Office Multi Skilled Supervisor you will deal with enquiries and room reservations made on the telephone, online or by email. Receptionists greet and welcome guests on arrival at the hotel; it is important that you make a good first impression - a warm welcome and pleasant atmosphere in the reception area can help to get guests' stay off to the best start. You will provide excellent counter and table service [when applicable] to the hotel’s guests and have complete knowledge of all food and beverage items offered on the menu.

Job responsibilities:

• Develop high quality relationships with guests, from the moment they arrive and throughout their stay, in order to foster loyalty.
• Handle any guest complaints that cannot be settled directly by team members and provide a rapid solution.
• Convey the hotel image and ensure the brand and/or Group's loyalty program is promoted to guests.
• Supervise reservations, checks as per Hotel best practice, liaise with Central reservations.
• Ensure that guest documentation and information is available and up-to-date.
• Keep track of the standard of services delivered, based on guest comments and quality audits.
• Motivate and drive the team to attain the department's quantity targets.
• Integrate and train employees, providing support for skills development.
• Ensure that all monies are accounted for and available for collection and inspection.
• Maintain guest security and the Hotel’s security at all times.
• Have a good knowledge of the Hotel’s policy relating to Health and Safety and Fire Evacuation Procedures.

General Assistant [Multi Task role]:

• Provide excellent counter and table service [when applicable] to the hotel’s guests.
• Maintain close daily communication with the kitchen regarding orders and special promotions.
• Ensure that designated bar is set up and fully stocked to the required standard [when applicable].
• Maintain the highest standard of food and general hygiene, ensuring compliance with Health and Safety.
• Ensure that customers receive courteous, friendly and efficient service at all times.
• Assist the management in carrying out the Departmental cleaning program.
• Report any problems that have arisen during the shift to the Hotel General Manager or Senior Person on duty.

Specific Health & Safety:

• Take responsibility for the health, safety and welfare of yourself, other staff, guests and visitors.
• Comply with and understand the company’s COVID 19 procedures.
• Abide by the Health & Safety at work Act 1974 and safe systems of work appropriate to your role.

Personal Qualities:

• Be flexible to cover the business needs.
• Must have enthusiasm, punctuality, and reliability.
• Must be adaptable.

Skills / Qualities:

• Strong sense of ethics.
• Ability to work independently and be self-motivated.
• Good interpersonal skills, guest oriented and service minded.
• Team spirit and good listening skills.
• Fluent in English.
• Dynamic and sales oriented.
• Copes well under pressure.

Special Notice:

During the course of duty you will have access to certain information which demands the utmost confidentiality and discretion must be exercised at all times. Due to the nature of the industry, flexibility in working hours is essential.

Qualifications:

Opera Cloud.

Additional Information:

Breakfast shifts will commence from 06:30am, all candidates must ensure they have adequate transportation to arrive on shift in time for this role. Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.