Company Overview
The Queens Hotel Brighton is part of a family run business, that prides their selves, in looking after and progressing the individual. We’re proud to invest in our team members at every level of the business and know that the right team members can inspire change and enable our teams to fulfil their potential. Our environment is engaging, encouraging and all about celebrating the little things as well as the major milestones, with professional development and guest satisfaction at the heart of everything we do.
We offer high end serviced apartments with a great service to go along with it.
Summary
The purpose of this role is to support the reception manager and food and beverage by maintaining the front of house daily operations and ensuring all aspects of the business run smoothly and efficiently. Guiding and directing staff to ensure adherence to company policies.
Responsibilities:
· To ensure standards and procedures are adhered to, in order to maintain an efficient operation.
· To ensure the highest standard of guest care is maintained at all times.
· To check daily arrivals and ensure rooms are allocated correctly and special instructions are taken into consideration, disabled guests are noted on fire panel etc.
· To assist in maximizing rooms occupancy and revenue.
· In the absence of Front Office Manager make decisions on room rates, taking into consideration availability throughout the city.
· Liaising with the Reception Manager with regards to staff training.
· Supervise staff training and ensure all trainees jobs are completed and checked.
· To ensure receptionists maximize the use of the sea view and best rooms whenever possible.
· To make sure noisy rooms are the last let rooms.
· To ensure internet booking checks are done.
· To ensure the internet websites are closed out/updated when required.
· Check siteminder over weekends to make sure availability especially on Towers, Family Suite and King size rooms have been reduced down.
· Check booking chart regularly to make sure gaps are filled to ensure requested rooms are possible and sea view twins can be allocated.
· Before going off duty you should ensure all priority emails have been replied to and make sure all priority bookings are in the system.
· To maintain the reception float is kept at £50 at all times, and to investigate discrepancies if they occur.
· To assist in the balancing of floats and cashier’s report.
· To ensure liaison with housekeeping and maintenance on all matters pertinent to their departments.
· To monitor guest accounts and highlight any accounts, which exceed agreed credit levels, investigate and report these to your Manager.
· To maintain effective communications with other non-accommodation related hotel departments.
· To ensure all non-arrival and cancellation charges are handled efficiently and effectively through client contact and in liaison with your Manager.
· To deal with reception queries quickly and efficiently, both guest and account related.
· To deal with unhappy/disappointed/complaining guests and where possible resolve complaints at the time of the issues being made, rather that deferring the resolutions to later. You may give appropriate discounts/refunds if necessary, and only up to a maximum of 50% off the night in question. However, 50% should be a last option.
· To do everything in you power to avoid bad reviews being posted online and to encourage guests to write positive reviews.
· To maintain the correct grooming/uniform standard of reception staff in line with hotel policy.
· To ensure reception staff are trained in the correct hotel procedures with regard to front office and AM/PM shift procedures followed and completed daily.
· To monitor staff productivity and delegate jobs and tasks where required to keep receptionists busy during quiet periods.
o To help develop a sales awareness within the front office team linked to room sales and rate, both long and short term.
· Occasionally covering nights shifts for holidays and unscheduled absences.
· These duties may involve having access to information of a confidential nature, which may be covered by the Data Protection Act. Confidentiality must be maintained at all times.
o To ensure the following are dealt with and checked efficiently:
§ Groups
§ Book-outs
§ Commission Claims
§ Accounts Queries
§ Suspended Accounts (management rooms) / Ledger Accounts
o To ensure the department adheres to Health, Safety & Hygiene Procedures, (monthly hazard spotting, risk assessments and display screen assessments for all new staff).
o To fully understand the evacuation procedure in the event of a fire and other emergency, and be able to carry out specific departmental duties related to such a situation.
o Be aware of DDA (disability discrimination act) and make sure all staff are trained appropriately and monitor.
o To ensure all shifts are covered appropriately during times of absence or lateness etc.
o You should be flexible to ensure the operational needs of the hotel are met and to undertake any other duties which may be required.
o To make sure everything is up-to-date on social media accounts, post pictures and updates regularly.
TRAINING AND DEVELOPMENT:
Your head of Department will be responsible for your training and development. You are also encouraged to identify any training and development needs that you think may assist you in your current position or for future progression.
Job Types: Full-time, Permanent
Pay: £27,500.00 per year
Benefits:
- Employee discount
- Gym membership
- Sick pay
Work Location: In person
