Oatlands Park Hotel are currently on a drive to set the standards of excellence in the luxury sector of the hotel industry, one of Surrey’s most dynamic and successful industries. Located in a stunning setting in Weybridge the hotel employs some of the most skilled, professional and dedicated people that the industry has to offer. We understand that every Guest is unique and our team strives to create individual moments of service excellence for our business and leisure travellers. Each member of the team is an ambassador of our Company values: Teamwork, Integrity, Mutual Respect, Honesty, Passion for Service and Continual Improvement.
You will be expected to:
Reporting to the Reception Manager, as Reception Supervisor, you have overall responsibility for supervising a shift of the reception function.
This is a 40 hour per week standing role.
Main Responsibilities:
- Assumes responsibility for all team members and ensures they operate to stated standards, delivering exceptional customer service
- Provides guidance and direction and is first port of call for subordinates
- Provides information to managers, peers, subordinates and other departments
- Functions as a technical department resource and provides departmental induction and training to new starters
- Checking guests in and out
- To undertake front of house duties, including meeting, greeting and attending to guest needs
- To build a good rapport with guests and resolve any complaints or issues in line with company standards
- To be responsible for accurate and efficient accounts and guest billing processes
- To administer all routes of reservation to ensure room bookings are being made
- To assist guests in carrying luggage to rooms
Skills and Requirements:
- Be fully conversant with Opera PMS and Microsoft Office
- To have hospitality reception experience
- Be able to demonstrate best practice to subordinates and lead by example
- Train and coach team members on the job
- Demonstrate full knowledge of The Front Office SOP
- Have ability to communicate with managers and directors and be able to report on business levels for the given shift
- Demonstrate ability to negotiate, persuade and deal with customer complaints
- Demonstrate efficient decision making when selling room stock
- It is essential that you are a driver and live no further than a 20 mile radius from the htoel or live within walking distance of the hotel
Qualifications:
- Hospitality qualification or working towards would be desirable
Skills/competencies:
- Working knowledge of PMS Opera or equivalent
- Customer service trained and professional guest complaint handling
- Working knowledge of Microsoft Office and Outlook
- Knowledge of four-star hotel standards
- Hotel reception experience of at least two years
- The ability to train others
Personal qualities:
- High standard of grooming and presentation
- Attention to detail
- Open for direction, correction and training
- To have a "can do" attitude
- Polite and welcoming character
- High standard of spoken and written English
Benefits:
- Competitive salary
- Free Meals on Duty
- Provision of uniform
- Pension Scheme
- Employee Recognition Awards
- Free car Parking
- Recommend a friend scheme
- 28 days annual leave
- Friends and family rates at the hotel
Job Type: Full-time
Benefits:
Experience:
- Hotel Reception: 2 years (required)
Work Location: In person
