Position Overview

The reception Team Leader welcomes the guests and provides support and leadership to all Reception Team Members.

They contribute to guest’s satisfaction by providing high quality services with a warm and friendly approach.

Duties 

·    Apply thorough working knowledge of the front office operations to include the front desk, porters desk, reception/cashiering procedures, PABX functions and reservations.

·    Develop a strong understanding of the functions of each department of the hotel, physical layouts of the hotel facilities, the key personnel and their roles, daily functions and special events, and conventions and groups currently in the house and due to arrive.

·     Assist in conducting training for all Front Office employees.

·     Direct daily front office operations.

·     Attend to credit problems..

·     Supervise front cashiers and help out with accounting problems.

·     Patrol and inspect public areas during evenings to make sure everything is in order.

·     Control hotel duty keys and floats whilst on duty.

·     Supervise and support of the Front Office team.

·    Assist with preparation of rosters, ensuring that suitable and cost effective employee levels are maintained at all times. Rosters to be authorised by appropriate department head.

·     Ensure department policies and procedures are understood by all employees and observed in tasks performed.

·     Ensure effective communication of new and updated information regarding policies, rates and general hotel information.

·    Ensure strict procedures are followed for all cash/credit, cheque transactions, accounting and banking procedures, issue of keys and guest confidentiality.

·     Implement training programs for all employees, conduct induction and skills training.

·     Perform any other duties as directed by the Front Office Management.

Assist the (Department) Management Team in the following:

·    Establish on-going On Job Training Programs within the department to meet Brand and Service Standards. Use Department Procedure Manuals as a base for all service procedures training.

·    Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand and Service Standards and Procedures Manuals.

·     Effectively use the guest feedback to improve product and service delivery.

·     Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Minimum 1 year experience in hotels

Strong understanding of front office tasks

Leadership skills

Clear communication

Guest focus

Free hotel stays.

Discounts in hotels, restaurants and partner companies.

Health care plans available