Head of Reception

Objective: The role of the Head of Reception is to ensure a welcoming and memorable experience at Nexus Club is had by all members, guests, and client partnerships.You will ensure thereceptionexperience runs smoothly and clear communication is delivered throughout the house, as the primary gatekeeper and ambassador for the House. This is a complex department that oversees both the club and the entire F&B operations. You will need to manage and fully handle various systems.

Responsibilities:

• Ensure a hospitable service is always delivered and that all members and guests are welcomed, known by name, checked in and their needs are met and held as the priority.
• Be the ambassador of knowledge on all member services and activities across the club.
• Regularly communicating with the General Manager and team any updates on all reception management, member queries, feedback, and housekeeping.
• Work closely with the wider team in the Bahamas and US to ensure a global members experience is provided
• Control Golf Sims, e-gaming, fitness and spa bookings
• Be the key communicator of the team and club to both members and team
• Manage the new member onboarding process for all tiers of membership as communicated by membership team.
• Control the guest policy
• Manage visitors, guests and monitor limitations.
• Know by heart the house rules
• Ensure weekends are well covered and managed due to peak time (families visiting)
• Manage guest policy for members and children.
• Communicate to the reception team all relevant HOD and event information needed to deliver exceptional member relations daily.
• Be knowledgeable on all aspects of house programmes and manage distribution and availability of printed copy around the house.
• Ensure all checklists are completed by reception team and signed off, daily, weekly, and monthly.
• Ensuring the reception desk is clutter free and an engaging space to welcome people.
• Manage the atmosphere, music, scent, and heating for reception and workspaces.
• Manage freelancer availability in the booking system to ensure members can book all services online or at reception.
• Work closely with all fitness, health and childcare freelancers.
• Ensure all member systems always work seamlessly, and liaising with our IT providers.
• Ensure members have access to information of services, promotions, and events across the house.
• Management of all refreshments, technology, atmosphere, and coordination for internal and external meeting room bookings.
• Ensure the reception inbox, landline and mobile communication is monitored in a timely and professional manner and in line with our brand tone of voice.
• Manage restaurant bookings and enquiries/requests where needed.
• Ensure all member post is distributed in correctly and in a timely manner if required.
• Be the point of contact for all external contractors, logging arrival and departure times.
• Ensure the function sheets are distributed by the events team to the specific departments.
• Managing stock, ordering, and invoicing of all reception and member areas consumables.
• To carry out any other duties that may be required by the General Manager.

People

• Creating an enjoyable working environment.
• Be an ambassador to the Nexus brand.
• Provide clear communication on team duties including house rules, guest policy, rota amendments, employee systems, and employee updates.
• Ensure all SOPs are updated, communicated, and understood by the reception team.
• Create the reception rotas while proactively managing the holiday calendar.
• Recruit, train and retain the reception team.
• Coach and support the reception team to success.
• Champion the employee milestones of the reception team, including first 90 days, performance reviews, and anniversaries.

Collaboration with other departments

• Communicate with all HODs and support team to source the information needed for the reception team.
• Build a strong relationship with the F&B Managers and HODs to allow support in administration.
• Communicate professionally to relevant HODs where any queries, complaints or bookings occur.
• Liaise with Marketing on member programming collateral.
• Collaborate with Membership on all member CRM.

Financial

• Manage the labour costs for the reception team
• Manage the consumable costs for the reception and member areas
• Manage marketing publications around the House, ensuring only signed off publications are present and charged for.

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