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For Companies At a Glance
- Tasks: Manage front office operations and ensure exceptional guest experiences.
- Company: The Queens Hotel & Spa, a leader in hospitality with a warm, inclusive culture.
- Benefits: Competitive pay, flexible shifts, and opportunities for personal growth.
- Why this job: Join a dynamic team and make a real difference in guest satisfaction.
- Qualifications: Experience in customer service and strong leadership skills.
- Other info: Great career progression and a supportive work environment.
The predicted salary is between 30000 - 42000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. Every team member at The Queens Hotel & Spa is expected to provide warm, efficient, and personalised service that ensures guest comfort and satisfaction. Excellence comes from going the extra mile, working as a team, and supporting all departments. All staff should demonstrate the Evolve Values: be empathetic, share our vision, look for opportunities, love where you work, master the art of versatility, and inject some energy.
Purpose of the Role
To manage the front office team and operations to ensure that a warm welcome and efficient service is delivered to all guests, ensuring their comfort and satisfaction throughout their stay. The reception supervisor plays a key role in training and supervising the team, ensuring a seamless check-in/check-out experience, assisting with guest needs, and upholding the highest standards of The Queens Hotel & Spa.
Key Responsibilities
- Oversee the daily reception activities, ensuring efficient check-in and check-out procedures and maintaining a welcome and professional environment.
- Supervise and support the reception team in delivering outstanding guest service.
- Act as the first point of contact for guest complaints, taking ownership and resolving issues effectively.
- Maintain accurate records and update guest information as required.
- Promote the hotel's services and upsell where appropriate.
- Communicate guest feedback and requests to relevant departments.
- Handle phone calls from prospective customers and guests.
- Preparing room bills and ensuring prompt payments.
- Uphold high standards of presentation, cleanliness, and professionalism.
- Monitor team performance, ensure procedures are followed, and provide on-the-job coaching.
- Motivate and support the team to meet service and performance goals.
- Support the Front Office Manager with training and departmental targets.
- Lead by example in upholding company presentation and service standards.
- Support colleagues and other departments as needed.
- Attend mandatory training and contribute to team meetings.
Guest Experience
- Acknowledge all guests appropriately and use names where known.
- Take responsibility for resolving guest concerns and ensuring satisfaction.
- Always maintain a positive and helpful attitude and promote this with the front office team.
- Respect the guest presence when interacting with other colleagues.
- Follow The Queen Hotel Brand Standards.
- Encourage the team to recognise and respond to individual guest needs.
Compliance & Security
- Report maintenance and safety issues promptly.
- Ensure that all team members follow procedures for lost property, chemical handling, and fire safety.
- Ensure the security of guests and hotel property is always maintained.
- Report any inappropriate and untoward behaviour in both guests and employees.
- Ensure all data is handled in line with GDPR and brand policies.
Team & Business Support
- Be fully aware of rates and room sales in line with budget.
- Promote all hotel activities wherever possible.
- Monitor the movement and use of petty cash and ensure it is being used for the correct purposes.
- Be flexible with shifts to meet business needs.
- Work collaboratively with colleagues across departments.
- Provide cover for the Front Office Manager when required.
- Support hotel operations by assisting in other areas when required.
- Attend team meetings and contribute when applicable.
- Participate in training courses that are provided and attend any mandatory company courses.
Assistant Reception Manager in Bournemouth employer: Switch Hospitality
Contact Detail:
Switch Hospitality Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Assistant Reception Manager in Bournemouth
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see how they interact with guests and what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your customer service skills! Think of scenarios where you might need to handle guest complaints or requests. Role-playing these situations can help you feel more confident and prepared to impress during the interview.
✨Tip Number 3
When you apply, make sure to highlight your teamwork experience. The job description emphasises collaboration, so share examples of how you've worked well with others in previous roles. This shows you can contribute to a positive work environment.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Assistant Reception Manager in Bournemouth
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to inject a bit of warmth and enthusiasm into your words. Remember, we’re all about providing a welcoming atmosphere at The Queens Hotel & Spa.
Tailor Your Application: Make sure to tailor your application to the Assistant Reception Manager role. Highlight your relevant experience in guest service and team management. We love seeing how your skills align with our Evolve Values, so be specific about how you embody empathy and versatility!
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points if necessary to highlight your key achievements and experiences, making it easier for us to see why you’d be a great fit for our team.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our fantastic team at The Queens Hotel & Spa!
How to prepare for a job interview at Switch Hospitality
✨Know the Company Values
Before your interview, take some time to familiarise yourself with The Queens Hotel & Spa's Evolve Values. Understanding how to embody empathy, share the vision, and demonstrate versatility will show that you’re a great fit for their team.
✨Prepare for Guest Scenarios
Think about potential guest scenarios you might encounter as an Assistant Reception Manager. Prepare examples of how you would handle complaints or ensure guest satisfaction. This will help you demonstrate your problem-solving skills and commitment to excellent service.
✨Showcase Team Leadership Skills
Since this role involves supervising a team, be ready to discuss your leadership style. Share specific examples of how you've motivated a team in the past or how you’ve handled conflicts. This will highlight your ability to lead by example and support your colleagues.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, training opportunities, or how they measure success in guest satisfaction. This shows your genuine interest in the role and helps you assess if it’s the right fit for you.
