Assistant Reception Manager in Inverurie

Main Purpose of Job

You will be responsible for ensuring that the Front Office team (Day & Nights team) provide the highest level of customer care. You will effectively manage the operation of Reception, controlling the allocation of guest bedrooms with emphasis on VIPs and corporate clients, ensuring that all staff are aware of the day’s availability and any special events/functions and any overbooking.

Specific Tasks

• To implement necessary and relevant Standard Operating Procedures throughout all Front Office roles, to ensure consistency in training as well as service standards.
• Leading from the front and supporting the team to ensure we deliver a top-class AA Red Star standard operating hotel.
• To implement various checklists to support successful implementation of service and compliance standards.
• To ensure that Procure-Wizard is used as required for all purchasing matters and that goods are receipted accordingly.
• To ensure professional and emotive responses are applied to online and direct reviews and feedback.
• To ensure adequate knowledge on all Technological systems such as HMS and Zonal.
• To maintain and support the Monogram Collective Culture, ethics and values through our day-to-day activities.
• To ensure that you and our teams take our already well renowned “Guest Journey” to another level, delivering exceptional guest service standards to all our guests and VIPs.
• Support and work with the front office team to deliver exceptional Quality, and Standards in terms of Product.
• Ensure all operating costs including payroll, are controlled in line with business levels indicated through weekly forecasting.
• Responsible for the people management aspects of the role, including managing attendance, performance, H&S, completing reviews, 1-2-1s, annual appraisals and training.
• Ensure that the front office team perform as per company standards and ensuring all check-ins, check-outs and credit standards are consistently met.
• To deal with all guest enquiries; either by telephone, email, letter or in person.
• To be knowledgeable of all hotel rates and terms of business.
• To be knowledgeable of hotel facilities, services and special promotions, and to effectively pass on this information to the guest, and maximise hotel sales.
• To ensure security procedures regarding guest valuables, departmental keys and floats are strictly adhered to at all times.
• To be flexible in your approach to work and assist in other areas of the hotel if required.
• To deal with reservations, confirmation of bookings, allocation of rooms and special requests, outside of reservation office hours.
• Assist in creating a team environment which promotes good employee morale and ensures a high level of commitment and pride in the department and hotel.
• Assist with nights team as required.
• Ensure room sales are maximised by dealing with all enquiries, chance guests and sales leads in accordance with hotel procedures.
• To ensure compliance across Front Office, utilising our current H&S support system and as directed by the Operations Manager or General Manager.
• Any other duties appropriate to the post.

Reporting Structure

Reports to the Reception Manager. This post has supervisory responsibilities for Night Managers, Night Porters and reception team members.

Personal Characteristics and Competencies

• Enjoys admin, the role will require a good communicator with excellent administrational skills.
• Competent at writing professional letters and emails, compiling reports and data analysis.
• Can demonstrate an ability to effectively hold team meetings.
• Can demonstrate an ability to conduct 1-2-1 and group training sessions with staff on key skills required within their job role.
• Can demonstrate experience of rota management.
• Can demonstrate evidence of implementing cost control measures as necessary to safeguard profit.
• Can demonstrate evidence of influencing and inspiring confidence within the team.
• Can demonstrate evidence of having close attention to detail and of building effective and productive guest relationships.
• Can lead and motivate an effective team.
• Can demonstrate ability to deal with face-to-face customer complaints in a calm and positive manner to a suitable conclusion.
• Competent in using Microsoft Outlook - email & calendar, Excel, Word, is essential.
• Fourth Hospitality Payroll system, HMS and Zonal would be advantageous.
• Experience working in luxury hotel environments equivalent to AA 4 or 5 Red Star standards.