Reception & Reservations Supervisor

We are currently recruiting for an experienced Reception Supervisor to join our busy and successful team. We are looking for someone who will have warmth, charisma, personality and charm, with a passion for ensuring that the client service journey is memorable and exceeds expectations.

You will enthusiastically lead and motivate your team to deliver those personal customer-focused standards, whilst ensuring rate adherence, cross-selling and up-selling targets are attained.

The candidate will be responsible for all aspects of reception operations, including managing the shift and assisting in leading the team. The nature of the role requires flexibility incorporating morning, evening, and weekend shifts.

Primary Position Responsibilities

• Ensures Outstanding customer care at all times.
• Maintains a friendly, professional, cheerful and courteous demeanor at all times
• Accurately answers inquiries from potential guests and accepts hotel reservations. Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
• To take reservations enquiries for adventure activities, accommodation and Restaurant.
• Ensure all customers enquiries and requests for bookings are dealt with promptly, courteously and efficiently
• Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion.
• Ensuring hotel charges are processed diligently to guest’s accounts, invoices are accurate, billing instructions are verified, all necessary supporting bills and vouchers are attached for direct settlements
• To oversee daily cash lodgements
• Manage the front office operation
• Supervises daily shift process ensuring all team members adhere to standard operating procedures and are friendly and attentive to guest needs and service.
• Provides coaching and training and directs the work flow and processes of the front desk team. Resolves issues/problems and coaches and counsels the front desk team members to ensure a quality operation.
• Lead the team to ensure confidence, knowledge and expertise required to maximise sales and achieve set targets
• To implement systems, policies and training procedures and to continue to develop the front office operation
• The ability to drive standards and ensure they are maintained across the department
• Builds strong relationships and coordinates with all other department’s including housekeeping, restaurant, kitchen, spa etc.
• Produces hotel front desk schedules ensuring adequate resource planning for front office and reservations team members
• Ensures front desk supplies are stocked and computer equipment functioning properly
• Oversee the Reception area that it is clean and guest ready at all times
• Attends meetings as required.
• Takes responsibility in the absence of the Reception and Reservation Manager.
• Performs other duties as assigned, requested or deemed necessary by management

The Ideal Candidate

• Will have previous experience in a similar role
• Will have the ability to delegate and priorities what needs to be done
• Excellent communication and organisational skills
• Computer knowledge and experience in Microsoft office applications such as excel and word is also required.
• Can lead and motivate a busy team
• Can deal with guest queries in a timely and efficient manner
• Work closely with all HOD’s.

Benefits

• Complimentary access to our Adventure Center
• Staff discounts and Friends & Family rates
• Career progression opportunities
• Complimentary lunch
• Staff accommodation is also available

Skills

Customer Care hotsoft multi task team leader Microsoft Office