Guest Services Supervisor

• Manage day-to-day staffing needs, plan and assign work and establish performance and development goals for team members. Provide mentoring, coaching and regular feedback to improve team member performance
• Educate and train team members in compliance with UK laws and safety regulations. Ensure staff is properly trained and has the tools and equipment to carry out job duties
• Ensure your team is properly trained on systems, security, service and quality standards

• Oversee night audit function and preparation of daily financial reports
• Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

• Ensure your team delivers great service, professional attention and personal recognition.
• Ensure guests are greeted upon arrival and make time to engage with guests. Respond appropriately to guest complaints, solicit feedback and build relationships to drive continuous improvement in guest satisfaction
• Conduct routine inspections of the front office and all floors and public areas of the hotel and take immediate action to correct any deficiencies
• Co-ordinate individual and group arrivals and departures
• Daily monitoring of rooms by conducting and documenting inspections of assigned rooms.
• Ensure the cleanliness of the rooms is to the brand standard

• Check billing instructions and guest credit for compliance with hotel credit policy and ensure all transactions are handled in a secure manner

• Train team members on PBX procedures and serve as a central communications point during emergencies/crises
• Stock control - reception items, F&B items, chemicals and linen.
• Maintain a visible presence in the public areas to assist guests and lead the team.
• Perform other duties as assigned. May also serve as Manager on Duty

• Previous experience in a hotel reception or reception supervisory position
• Must speak fluent English with excellent verbal communication skills
• Good presentation and appearance
• Customer care skills
• Experience of working as part of a team / leading a team
• Flexibility to work a variety of shifts
• Willingness to multi-skill

• Exclusive access to the employee recognition & reward scheme - Heeton Rewards
• Service-based annual leave (increasing up to a maximum of 5 extra days)
• Employee & Friends/Family discounted rates at Heeton-operated hotels
• Life Assurance, Income Protection and Employee Assistance schemes
• Referral scheme
• Numerous voluntary benefits, including buy holiday scheme, Cycle to Work, Medicash Health Plan and many more
• Heeton is an expanding company which offers excellent career, training and development opportunities
• Fantastic career potential with one of the UK's fast-growing hotel operators
• Retention bonus on completion of 3 and 6-month service
• On-site parking

Heeton Concept Hotels