Job Summary
Located in the Cotswolds, very close to Cheltenham, Cowley Manor is one of the most famous buildings in the country. The luxury boutique hotel is composed of 36 rooms, a bar and a restaurant along with an incredible terrace, fantastic grounds and the stunning C-Side Spa.
We are looking for someone to join our growing team. Our ideal candidate will be able to work 5 days per week on a flexible shift patterns which would include evenings and weekends alongside early weekday shifts. Our hotel is open seven days per week and therefore our rota is made up of three daily shift patterns - Early 7/8am to 3/4pm, Mid 10am - 6pm and Late 2/3pm to 10/11pm.
Commission paid on top of salary.
Job: Reception Supervisor
Based in: Cowley, Cheltenham
Reports to: Deputy Front of House Manager
DUTIES AND RESPONSIBILITIES
● To assist Deputy Front of House Manager with all tasks and where required take effective steps to manage situations that may arise during your shift.
● Communicate with senior team members and management to ensure smooth service and running of the hotel.
● To understand all hotel systems so you can be an effective Duty Manager.
● Take ownership of own development and knowledge.
● To set a high standard, so that all team members can follow your example. Build rapport with both guests and other staff members.
● Manage time effectively and complete set tasks in appropriate timeframes.
● In Coordination with Deputy Front Of House Manager, deal with guest complaints and make all necessary steps to resolve issues as soon as possible. This must include keeping line manager informed of each step and outcome.
● To ensure that Health and safety protocol is adhered to, including, but not limited: RIDDOR, COSHH, Fire, Manual Handling, Food Hygiene.
● Greet and assist all guest as soon as they come in.
● Engage in all operations involving the customers visit to the reception: check-in, check-out, invoicing, accommodation, information, bookings, concierge services.
● Respond to all guest questions and requests, offering a personalised service adapted to each request.
● Ensure that a high level of customer service is always provided, assisting with the coordination of the other team members in providing a smooth service for our guests.
● To have a depth and breadth of knowledge of Opera to enable you to train the team effectively.
● Ensure the good communication and coordination between the hotel & other departments (Housekeeping, Restaurant)
● Assist with security at the front desk in order to maintain a high level of safety for all our guests, goods and material, including key inventory and guest’s belongings.
● Effectively take phone calls and emails, inform customers, and redirect calls.
● Complete administrative tasks at the front desk, maintaining efficient administration within the department, including banking and all admin for reception tasks. Follow up with any managerial tasks that need to be completed for the day, do not leave tasks to be dealt with by someone else or at a later date.
● Ensure that the workspaces are well kept and that the entrance to the hotel is tidy and welcoming.
● Ensure all equipment of the department is kept clean and in good working condition, reporting any faults or equipment that needs replacing to the necessary person.
ABOUT YOU
To be successful in this role, you should maintain the attitude and skills that follow:
· Social, engaging and motivated.
· Flexibility to respond quickly and positively to a range of work situations.
· Be well spoken with excellent communication skills and have the ability to lead a team.
· Be driven and use initiative.
· Attention to details and customer needs.
· Proficiency with Microsoft Office Suite and PMS (Oracle, Opera, Micros)
· Be a productive, committed team member, who is willing to be flexible and help the needs of the business.
· Proof of eligibility to work in the UK.
WHAT IT IS LIKE TO WORK FOR US?
Whether you’re looking for an entry-level employment or a new opportunity to evolve, we make a point to recruit, develop, and retain the most motivated and talented people from all backgrounds and skills. Here is what we can offer:
- On the job and personalised training to develop the technical and managerial skills necessary to develop a clear career path.
- Possibility of inner company mobility within our foreign venues such as Italy, France, Spain or Switzerland.
- Staff discounts and benefits.
- Pension scheme.
Pay: £28,500.00 per year
Benefits:
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
- Store discount
Ability to commute/relocate:
- Cowley GL53 9NL: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have a good knowledge of Opera Cloud PMS
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
