Charlotte Guest House is looking for Team Leader Reception.
Location: NW6 1PF West Hampstead, London
Salary: Depending on experience
Position: Full time / 6 Days a week/ 44 Hours
Start Date: As soon as possible
Management and administration
• Ensure the procedures governing cash and credit operations
• Assisting Manager in staff training and induction of new team members
• Assisting Manager in keeping staffing levels in line with business needs and target
• Lead the team in absence of Manager
Customer care
• Welcomes guests and takes care of them from their arrival through to departure
• Contributes to guests' permanent satisfaction by providing high quality services
• Helps meet the department's quantitative and qualitative targets
• Welcomes guests as soon as they arrive with due care and attention
• Helps encourage customer loyalty by developing friendly, personalised relationships
• Anticipates guests' needs and takes them into consideration
• Handles any guest complaints and/or remarks
Professional techniques / Production
• Carries out all operations concerning guest arrival and departure in compliance with internal procedures
• Informs guests about the formalities, any special conditions relating to their stay and the services available
• Handles all reservation enquiries
• Applies all the procedures
• Passes on information as necessary to other departments (Housekeeping, Maintenance) and to other members of the front desk team
• Ensures that all guest documentation is up-to-date and available
Commercial / Sales
• Promotes services in order to increase sales (Guided Tours)
• Applies and actively supports the pricing policy
• Promotes the business, adapting the sales pitch to suit the guest's needs
Hygiene / Personal safety / Environment
• Ensures that the workplace remains clean and tidy
• Knows and applies the hotel's security regulations (in case of fire etc)
• Ensures the safety of people and property
• Respects the commitments to the ""Environment Charter"" (saving energy, recycling, sorting waste etc)
Technical skills
• Preferable excellent knowledge of reservation system. Training will be given.
Profile
• Professional and dedicated individual
• Well presented at all times
• Excellent interpersonal skills
• “Can do” attitude
• Excellent organisational skills
• Excellent verbal and written communication skills
• Ability to deal with guest disputes
• Ability to work well under pressure
• Ability to work well within a team
• Good leadership skills
• Be able to priorities duties
• Maintain good time- keeping
• High level of autonomy
Work Related experience:
• At least 1 to 3 years’ experience in a similar position, within Hotel front of House.
• Working knowledge of Microsoft Suite (Word, Excel) Social Media
Personal Qualities:
• Good command of English. Preferable with second language skills.
• The ability to communicate effectively is imperative.
• Must possess the desire to generate customer satisfaction;
• Immaculate personal appearance is required;
• Must have the ability to work in a pressurised environment;
• A confident and professional approach is essential;
• Live locally or with a short commute.