RECEPTION Supervisor - West London Reports to:          Reception Manager Purpose of PositionTo be responsible, accountable and ensure the smooth running of all areas and operations of Reception, working closely with Reception Manager and making sure that reception team is consistent with and supportive of the business plan, in the most efficient and effective manner delivering the highest possible standards of quality products and service to customers by using your best initiative, sales techniques and experience.  To be pro-active in motivating and leading the team so they provide excellent sales performance as well as customer service.To offer the highest standards of hospitality and welcome to all customers; as the first point of contact in the venue, to ensure our receptionists provide a very happy start to our customers’ experience at Puttshack being friendly, Smiley and welcoming; they have responsibility for ensuring that customers understand how the venue works.The ultimate goal of all employees is to deliver excellent customer service, creating a unique experience for the customer which makes them want to return; you should be positive, loyal and a proud ambassador of the Puttshack brand. Core Non-Negotiable Skills and experience.
Puttshack Personality Articulate and excellent spoken English Ability to engage with guests and managers in a confident manner Team Player Ability to deliver excellent customer service in busy and pressurized environment throughout the course of entire shift Great attention to detailAt least 2 years of experience in hospitality industry.
Our Supervisors
Have a genuine desire to provide the best customer experience, exceeding customer expectations and constantly reviewing and evolving the performance of themselves and the team Remain calm, patient and polite if receiving customer feedback.Are confident, self-motivated and demonstrate a passionate commitment to the business.Are friendly, professional, honest, reliable and trustworthy. Have good working relationships with everyone they come into contact with at work, behaving in a friendly, courteous and professional way. Bring a positive attitude to work, co-operating closely with team members and other departments to ensure that Puttshack is the best it can be.Set a great example to new employees.
Key Duties and Responsibilities
Report for duty punctually for every shift, in complete, clean uniform and sign in with their line manager.To deal efficiently and politely with all telephone, email, internet and ‘in person’ enquiries.To ensure that all reservations are recorded following established procedures with full and clear information and that they are input accurately and promptly onto the system.To maximize revenue by converting enquiries, recognizing business prospects and taking every opportunity to upsell, including promoting merchandise.To liaise with clients and customers to assist in directing their guests to the rest of the partyTo liaise with all departments to ensure the best service is provided to our customers.To ensure that all your work meets company standards and is according to training give; all function paperwork must be accurate and complete, including catering requirements, booking supplements and payment details.To create daily sheets detailing large bookings, pre-orders and exclusive area reservations.To have an in-depth knowledge and understanding of the operation of the business including all food and drink menus to ensure that you are able to respond to customer enquiries.To undertake general administration duties.To observe the Company’s rules and procedures and carry out any reasonable request made by their Manager, supervisor or the duty manager.To be aware of your responsibilities in respect of Health and Safety at Work and they follow all procedures in this respect and report to management any hazardous situation or accident.To attend training sessions and team meetings as required and to be involved and contribute to these.To ensure that all Reception logbooks/checklists are updated daily and signedTo be responsible for the delivery of high levels of customer care and service deliveryTo ensure the daily supervision of all team members ensuring that theirs and your actions, duties and opening and closing duties are carried out in accordance with the pre-set procedures.To deal with customer requests, issues and complaintsTo assist Reception Manager in the selection, interviewing, hiring, training/development, support of employees;Preparing schedules for reception teamTo inform the superiors about incidents, observations and developments that affect customers, the Reception’s activities and your post as well as to recommend creative solutions and suggestions to deal with recurring problems.To ensure that energy is saved through the correct use of equipment, electricity, water and gas;To actively participate in the service and daily running of the operations; to inspect and monitor all areas and activities and be vigilantly attentive to service details and all product quality;
The Courses; Flow and Bottle Necks
To be able to manage the flow of customers around the courseTo understand and document pain point around the course that might or do affect the time in which customers take to complete the courseTo train and create an understanding of the flow and pain points to all reception staff.To help the team create solutions to how these points on the course can be elevated.
The Company reserves the right in its absolute discretion to add to your duties, or amend this job description at any time.  In addition to the above duties you will carry out such other duties as the Company reasonably directs from time to time. Steps of Service ‘’You never get a second chance to make a first impression’’ The steps of service are very important from the very moment that customers arrive to the venue until they leave through the door. Greeting, service and farewell, are all three equally important steps where we need to make sure we anticipate to their needs and are visible for them at all times. Don’t leave your station unless is absolutely necessary.The host’s job is very important in order to make the service smooth and efficient. You can be positioned in the following areas:Front desk/ Hosting.
Checking customers in for advance bookings Making bookings for walk-ins Directing customers to the bar or golf course Providing general information.
Cloakroom During busy periods (i.e. Winter) there will be someone allocated in the cloakroom at all times. Your task will be to check in coats and bags and to make sure that there are enough tickets at all times.We also check in food and drink. This is something that guests MUST check into the cloakroom with NO exceptions apart from birthday cakes. In this case they must sign an indemnity form upon arrival. Toilet Checks The toilets are our responsibility and must be checked periodically. This means sweeping up, changing the toilet paper and clearing any glasses that may have been left behind.