Reception Manager

Reception Manager

Rowhill Grange Hotel & Utopia Spa, Top Dartford Road, Wilington, Dartford, Kent, DA2 7QH

£30,000 per annum + monthly service charge payment

• 4 weeks holiday rising to 5 weeks with service
• 8 Bank holidays
• Free car parking
• Discounted hotel accommodation for yourself and your family at all hotels
• Discounted hair treatments at our two Utopia Spas
• Discount off all food & beverage at all hotels
• Discount of individual treatments booked in our two Utopia Spas
• Discount on retail products in our two Utopia Spas
• Refer a friend staff recruitment scheme
• Other benefits on anniversaries: birthday off paid, complimentary overnight stays, complimentary lunch/afternoon tea and service related holiday

Rowhill Grange Hotel & Utopia Spa, part of Alexander Hotels a private group of quality hotels of distinction just outside London. 4 Star, Award winning Utopia Spa, 38‑bedroom hotel & offering guests a choice of Elements Brasserie and the RG’s Restaurant serving 2 rosette standard food. In addition, there is the self‑contained Clock house banqueting suite and the Pavilion conference venue all within 15 acres of beautiful gardens.

Please see our website for a full list of facilities and details of our restaurants and sample menus.

A smart, friendly, well‑organised, guest service focused individual is sought to head up our small Hotel Reception team reporting to our Hotel Operations Manager. You must have a five‑star smile and a warm and welcoming personality. You are key to ensuring your team delivers a memorable guest service experience throughout our guests’ stay. From the time a guest enters the hotel to the time they pay their bill and leave, you and the reception team will be an important part of the guest experience.

Your actions will determine the guest satisfaction levels and the extent to which they get the most out of their stay. You will also be key in providing internal departments with information so that they can perform to achieve excellence.

In addition, as a senior member of the Front of House team you will be required, following training, to complete some Duty Management shifts to ensure the successful operation of the hotel during your shift.

• 5 days, 40 hrs per week including weekend shifts on a rota basis; working a mixture of early (7 am start), middle (e.g. 9‑5.30 pm / 10 am‑6.30 pm) late shifts (10‑11 pm finish) as you will be part of the reception operations team.
• Completing the full range of hotel reception duties during your shift and supporting your team members over busy periods and coaching them to develop their system knowledge and personal skills.
• Completing rotas for the Reception, Day and Night Porter teams.
• Ensuring all team members meet the company Key Standard requirements when on shift.
• Ensuring excellent standards of administration are achieved personally as well as through your team, in relation to enquiry handling, billing, group and events billing, taking reservations, banking and float control.
• Ensuring all shifts and floats are balanced and ‘end of day’ is accurately completed.
• Ensuring an accurate and up‑to‑date daily Activity report is completed and circulated to all departments to support them in the successful operation of the day.
• Being proactive in resolving any signs of guest dissatisfaction during their stay ensuring resolution before they depart.
• Encouraging upselling as part of the culture of the team.
• Recruitment, interview and selection and induction of new team members.
• Encouraging, coaching, training and performance managing the team to ensure Mystery Guest Service Standards are achieved throughout the guest journey.
• Maintaining and encouraging effective relations and communication with the Housekeeping, Concierge and Nights team to ensure the smooth operation of all Front of House areas.
• Ensuring effective management and communication with the front of house teams to promote harmony, co‑operation and motivation to achieve excellence each day.

• Excellent standard of appearance, communication in writing, face to face and on the telephone with a warm and welcoming manner.
• Previous supervisory experience in a quality hotel front office role.
• Experience of computerised bedroom reservations system.
• Experience of managing a team in a customer service environment.
• Organised and good attention to detail.
• Accurate data entry and computer work.
• A genuine desire to serve our guests.