Seeking an experienced Reception Manager looking for their next step in their carer in a family run Central London Hotel…

This hotel offers a fantastic central location within easy reach of several tube and rail connections. It is an independent family business which offers a good standard of accommodation for exceptional value for money.

THE ROLE
*Overseeing the reception, reservation and cashiering department
*Manage staff in relation to all people and performance activities, e.g. rota management, payroll, holiday approval, sickness absence, recruitment & selection, training & development, performance management (formal & informal), conflict resolution etc.
*Line management of the staff team, through various forms of communication, including individual annual appraisal and staff team meetings
*Ensuring the front desk provides a professional and friendly service for customers
*Ensure that all bookings are guaranteed and no show charges/late cancellation charges are applied where appropriate
*Reviewing guest special requests and ensure that they are met or exceeded
*Handle problems that arise in an effective professional manner
*Analyse existing working practices and suggest/implement alterations designed to ensure efficient service delivery to customers
*Monitor and evaluate staff performance through frequent contact with staff and adhere to Company policies and procedures.
*Inputting payroll and holidays, and addressing sicknesses.
*Conduct scheduled as well as ad hoc audits across the department to measure compliance with KPIs, targets and quality standards, including service readiness, staff appearance, hospitality culture and guest experience; reporting findings to Directors
*Analysing occupancy levels, forecasts and PNL reports to make recommendations for the department
*Ensure employees are following company policies and procedures.

EXPERIENCE REQUIRED
*Proven experience in Reception Manager or Head of Reception role
*Experience of dealing with customer complaints
*Experience of managing customer relations face to face and via phone/email
*Strong people management skills
*Opera/PMS knowledge, reservation system
*Advanced level in both written and spoken English
*Customer Service skills - face to face, telephone, email etc.

THE PACKAGE
A competitive basic salary with opportunities for personal and professional development

INTERESTED?
Call: Charlotte on 0203 887 9444
Email: Charlotte@traveltraderecruitment.co.uk