Reception Manager

Personal Development programmes designed to support you at every step of your career. A Reception Manager oversees Reception operations to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. As Reception Manager, you will oversee Reception operations to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. A Reception Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards. Oversee the entire Front Office operation to maintain high standards. Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement. Ensure regular and VIP Guests are recognised and that the Reception department operates with a sales attitude and promotes the hotel brand's loyalty scheme. Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities. Set Reception departmental targets and objectives, work schedules, budgets, policies, and procedures. Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork. Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices. Maintain good communication and working relationships with all hotel departments. Monitor staffing levels to meet cover business demands. Conduct monthly communication meetings and produce minutes. Manage staff performance issues in compliance with company policies and procedures. Recruit, manage, train and develop the Reception team. Act in accordance with policies and procedures when working with front of house equipment and property management systems. Assist with other departments, as necessary. Reception Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. High level of IT proficiency. High level of commercial awareness and sales capabilities. Experience of managing people and developing people. Previous experience of managing a department and Profit and Loss account. Excellent leadership, interpersonal and communication skills. Accountable and resilient. Commitment to delivering a high level of customer service. Ability to work under pressure. Flexibility to respond to a variety of work situations. Ability to work on your own and as part of a team. Familiar with Property Management Systems. A degree or diploma in Hotel Management or equivalent.