Front of House Manager - Reception

Posted 30 January by Champneys Health Resorts Featured

FRONT OF HOUSE MANAGER

REPORTS TO: GENERAL MANAGER

RESPONSIBLE FOR: FRONT OF HOUSE STAFF AND PORTERS

Champneys is a destination health spa chain with resorts and day spas located in the English counties of Bedfordshire, Hertfordshire, Leicestershire and Hampshire.

The role of Front of House Manager is responsible for the day to day running & control of the Resort Front Office, ensuring a high standard of service to the guests.

DUTIES AND RESPONSIBILITIES

  • Responsible for recruiting, managing, training and performance of all staff within the department to Champneys high standards which includes conducting staff appraisals, probationary reviews, absence controls and conducting hearings when required in line with Champneys policies.

  • To ensure all staff receive regular feedback on performance within the department.

  • Attend and contribute to any meetings as required or arrange a suitable person to deputise.

  • To manage the department through short-term measurable objectives, to continually improve the performance and profitability of reception.

  • To ensure that arrivals are managed smoothly, efficiently and with high levels of customer care and that the correct registration procedure is adhered to.

  • Managing the Department’s rota, ensuring adequate staff numbers to meeting forecasts and business needs.

  • Responsible for updating the People System in relation to new starters and leavers, rotas, absences etc. Ensuring staff have log-ins and are able to clock-in.

  • Ensuring staffing budgets are maintained.

  • Reviewing the Department’s payroll on a monthly basis as per the timetable and reporting any deviations to the General Manager.

  • Posting of charges, receiving payments, issuing receipts and the correct usage of the PDQ machine following company accounting guidelines.

  • Ensure that checking guests out on departure, client accounts are settled in full, robe controls maintained and guest satisfaction is checked.

  • Managing paperwork for future arrivals, making sure the information on the registration card is correct, pre-payment made and allocations match the guest’s requirements.

  • Communicating with the guests, checking satisfaction, resolving conflicts and coaching the team to improve departmental hospitality performance.

  • Have knowledge of the type of stays available and special offers that are running, communicating them to the team.

  • Carry out general administration duties including filing, photocopying to fulfil the departmental needs. Keep debtors accounts to an absolute minimum.

  • To establish corporate business opportunities within the resort, for room business and spa business. Support other corporate sales activities in the resort.

  • To ensure all staff have an understanding of the telephone system, accepting external and internal calls and transferring to correct departments and guests’ rooms.

  • To ensure all staff are able to balance the banking at the end of the shift.

  • Liaise with housekeeping regarding additional arrivals, departures and room moves. Liaise with other departments on all relevant information that may affect guest satisfaction.

  • Attend training courses as required.

  • Comply with all Company Policy and Procedures

  • Any other reasonable tasks allocated by the Senior Management Team.

  • Undertaking Duty Manager responsibilities on a rota basis.

PERSON SPECIFICATION

Qualifications

NVQ in Hospitality or similar

Experience

  • Management experience in the industry/ health resort/ hotel environment

  • Customer service experience essential

  • Handling money

Skills

  • Excellent communication for both internal and external contacts

  • First class customer service

  • Strong motivational and leading abilities

  • Attention to detail

  • Problem solving in relation to dealing with guests

  • Great attention to personal presentation, eye contact, body language and interaction.

Knowledge and Understanding

  • Resort suite computer system - training can be given

  • Fourth People system - training can be given

  • Have knowledge of the type of stays available and special offers that are running, communicating them to the team.

Other requirements

  • Can-do attitude with desire to provide first class service

  • Flexibility to work shifts including evenings, weekends and public holidays subject to rota as well as a willingness and ability to extend of change hours and days of work from time to time upon request and subject to operational requirements.

BENEFITS

We offer industry competitive salaries and an attractive benefits package, which includes:

  • Contracted 28 days / shifts annual holiday including bank holidays, which increases with service.

  • Generous staff discount in the Champney’s boutique and retail offer.

  • Employee and family member discount for mid-week residential breaks at Champneys resorts.

  • Complimentary staff spa facility day on successful completion of probationary period.

  • Subsidised meals whilst on duty.

  • Discounted Champneys Club Membership.

  • Childcare voucher scheme.

  • Participation in Wider Wallet shopping discount scheme.

  • Option to join private healthcare scheme.

  • Training and development opportunities.

Some restrictions or variations may apply depending on resort, role and length of service. Our benefits package is subject to review from time to time.

Required skills

  • Customer Service
  • Front Office
  • Hospitality
  • Management
  • Resorts

Application questions

Do you have reception experience?
Do you have managerial experience?

Reference: 33909579

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