Hotel Reception Supervisor

at  Crow Wood Hotel Spa Resort

The Reception Supervisor ensures a warm and memorable welcome for all guests and visitors while overseeing the smooth operation of the front desk. This role requires excellent communication, organisational, and interpersonal skills to manage daily reception duties and supervise the reception team.

SKILLS AND QUALIFICATIONS:

• Proven experience in a reception or front-of-house role, with leadership responsibilities preferred.
• Strong organizational skills and the ability to multitask in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Proficiency in hotel management systems and basic office software.
• A proactive approach to customer service with a warm and approachable demeanor.
  Job Types: Full-time, Permanent
  Pay: £26,523.74 per year

Benefits:

• Canteen
• Employee discount
• Free fitness classes
• Free parking
• Gym membership
• On-site gym
• On-site parking
• Sick pay
• Store discount

Schedule:

• 8 hour shift
• Day shift
• Night shift
• Weekend availability

Ability to commute/relocate:

• Burnley: reliably commute or plan to relocate before starting work (required)

Education:

• GCSE or equivalent (preferred)

Work Location: In perso

BASIC DUTIES:

• Guest Relations:
• Provide a warm welcome to all guests and visitors, ensuring their first impression of the hotel is positive and professional.
• Act as the main point of contact for hotel guests, handling inquiries and resolving issues with courtesy and efficiency
• Reception Management:
• Efficiently manage the check-in and check-out process, ensuring guest details and requirements are accurately recorded in the system.
• Answer telephone calls promptly and professionally, transferring calls as needed.
• Cleanliness and Presentation:
• Maintain cleanliness and organisation of public areas after guests retire, ensuring the space is returned to its standard layout.
• Uphold personal hygiene and departmental hygiene standards at all times.
• Local Knowledge:
• Be knowledgeable about local attractions, directions, and facilities, providing guests with accurate and helpful information.

GENERAL DUTIES:

• Allocate bedrooms according to special guest requests and manage room assignments.
• Undertake Duty Manager responsibilities, supporting hotel operations during shifts.
• Assist the Front of House Manager with staff rota’s and holiday scheduling.
• Ensure smooth and professional phone handling, answering within three rings and directing calls appropriately.
• Perform administrative duties, including typing and other tasks as assigned.
• Verify guest satisfaction with billing and process payments accurately.
• Manage daily banking, secure reception funds, and validate credit card payments using the fortronics machine.
• Address special guest requests, such as arranging flowers or personalized experiences.
• Handle complaints professionally, escalating to the Front of House Manager when necessary.
• Promote hotel services and amenities through upselling opportunities.
• Encourage guests to return through personalised and thoughtful service.
• Ensure proper documentation of guest bills with all supporting dockets.
• Adhere to the hotel uniform policy, maintaining a neat and professional appearance.