Hotel Receptionist Supervisor DEPARTMENT: Front Office, for Millennium and Copthorne Hotels at Chelsea Football Club
REPORTING TO: Duty Manager, Asst. Front Office Manager, Front Office Manager.
JOB FUNCTION: To assist the hotel management team as well as delivering excellent customer service.
To ensure all guests are welcomed and checked into the Hotel's computer system, ensuring correct accommodation is allocated to the guests.
To ensure departing guests are checked out and if they have any complaints or queries these should be actioned in the correct way and reported to the Duty Manager.
Ensure that all accounts balance with the credit card payments and any allowances are accounted for with the correct backup. All accounts transferred to sales ledger are accompanied by the required documentation.
Responsible for credit risk procedures and suspense guest accounts.
To supervise Front Office workload, allocation of duties and responsibilities to staff offering assistance where needed to ensure all tasks completed.
Ensure general filing, correspondence and record keeping is undertaken where necessary, monitoring scanning and keeping guest history up to date.
Assisting guests with general enquiries face to face and on the phone, transferring incoming calls and taking reservation calls as and when required
Assisting in fire evacuation
To liaise with Housekeeping and associated departments regarding special requirements such as VIP's, show rooms, groups, extra beds and to ensure rooms are allocated accordingly.
Check in (Pre-arrival) and Check out of groups
Ensure the shift runs smoothly, co-ordinating breaks for all staff, without reducing the level of service to the guest.
To report ICT issues as soon as they occur and to follow through to resolution. To ensure any outstanding queries are handed over to the next shift to continue the smooth running of the department.
Report any maintenance issues to the help desk via email or telephone.
Implement staff training, development and record absence as per company guidelines ensuring return to work interviews are recorded.
Occasional Duty Management shift cover
Any other reasonable request from a manager
Valid working visa for the UK
Previous experience as Reception Supervisor in a 4 star Hotel (Desirable)
Opera (PMS/ORS system) working knowledge is essential
Excellent communication skills with the ability to deal effectively with both customers and members of staff.
Excellent customer care skills both face to face and telephone
Able to work shifts as required
Excellent presentation skills
Ability to train staff effectively
Good Organisation and administration
Able to work as a team player
The Employee must at all times carry out his/her responsibilities with due regard to Chelsea FC Foundation policies and procedures in particular Health & Safety, Financial Authorisation, Confidentiality and with regard to the Data Protection Act. The Employee must act to protect all young people and vulnerable adults that are in their care or attending the Company's premises. The Employee must report any misconduct or suspected misconduct to the Foundation Safeguarding Lead. The Employee must ensure a positive commitment towards equality and diversity by treating others fairly and not committing any form of direct or indirect discrimination, victimisation or harassment of any description and to promote positive working relations amongst Employees and customers.
The above Job Description is not intended to be exhaustive, the duties and responsibilities may therefore vary over time according to the changing needs of the Club. 006962