We are now recruiting for a Head of Reception for The Kenmore Club situated in a beautiful Scottish village of the same name nestled on the shores of Loch Tay. The successful candidate will join our team at a very exciting time as we transition to being part of the Hilton Group under the vacation ownership umbrella of Hilton Grand Vacations.
Responsibilities
As Head of Reception you will lead a team of receptionists and night auditors who provide a 24 hour Reception service to our Owners, Members and Guests staying at the resort and ensure that the “Stay Vacationed™” service culture is followed at all levels.
Reporting to the Resort Manager, the main job duties are:
- To manage the Reception Team on a daily basis in line with the company standards of service excellence.
- To manage reservations and pre-arrival requests, ensuring that guest expectations are met and exceeded.
- To recruit, train and develop the Reception team
- To liaise with other Head of Departments to ensure exceptional service levels are consistently delivered to guests.
- To organise the Reception shifts and work planning.
- To manage the Reception budget in terms of expenses and revenue.
- Present a welcoming impression to guests by all reception staff both on the telephone and in person.
- Review and implement internal procedures as required, to optimise the operational efficiency of the Reception division.
- To ensure that any concerns raised by owners, members and guests staying at the resort are communicated to the relevant division and followed up on to ensure client satisfaction.
- To consistently communicate with the Resort Manager regarding any areas of opportunity and ongoing updates.
- Other duties assigned.
The role requires the successful candidate to work 40 hours per week on a shift/rota basis to include mornings, evenings and some bank holidays.
Benefits
The successful candidate can expect to benefit from a range of benefits including:
- Resort privilege programme/Employee discount
- Referral programme
- Generous holiday entitlement
- Access to Employee Assistance Program (EAP)
- Free parking
Skills and Experience Required to Fulfil This Role
- At least 3 years previous experience in a similar role.
- Ability to motivate and lead a team.
- Ability to multi‑task and work under pressure.
- Good working knowledge of Microsoft Office.
- Competency in cash handling, banking reconciliations and budgetary control.
- Excellent communication skills both written and verbal.
