Assistant Reception Manager - Lates - Sutton Coldfield

The Belfry; Mere Green; On-site; GBP 25,000 - 28,000; Full time

Job summary

A prestigious hotel in Mere Green seeks an Assistant Reception Manager - Lates to support the Reception Manager by supervising staff and ensuring exceptional service for guests. The ideal candidate should have prior reception management experience in a large hotel, excellent customer service skills, and strong leadership capabilities. This role includes supervising night shifts and handling guest issues, making it crucial for smooth operations.

Benefits

Discounted gym memberships

Mental health support

Healthcare schemes

Access to Perkbox for discounts

Complimentary meals during shifts

Qualifications

• Previous reception experience within a large hotel environment in a management role would be ideal.
• The ability to remain calm and professional under pressure.
• Sound knowledge of hotel operations and night audit processes.

Responsibilities

• Supervising training and mentoring supervisors and receptionists.
• Ensuring smooth handling of guest issues and complaints.
• Producing rotas according to business levels.
• Managing the front office team's performance.

Skills

Leadership and decision-making skills

Excellent communication

Customer service skills

Attention to detail

Problem-solving skills

Education

Experience in a management role

Job description

Assistant Reception Manager - Lates - Sutton Coldfield, The Reception and Guest Services team ensures exceptional service for every guest, welcoming over 300 daily check-ins and outs. With outstanding customer service, they exceed expectations by assisting with procedures, providing information, and addressing concerns. Their dedication creates a warm atmosphere, leaving guests with a positive impression of their stay at The Belfry Hotel & Resort.

Days Off: Sunday & Monday

Night Shifts (22:30pm-7am): Friday & Saturday

Additional Cover (22:30pm-7am): Provide cover for the night team shifts to cover holidays

Evening/Late Shifts: Tuesday, Wednesday, and Thursday (5pm-2am, timing subject to confirmation)

The Assistant Reception Manager - Lates is responsible for supporting the Reception Manager and Night Operations Manager in overseeing all night operations, ensuring smooth running of the property, maintaining excellent guest service standards, and providing leadership to the Reception and Night Team. This role also includes handling any incidents or emergencies during night shifts and acting as the primary point of contact for guests and staff.

Responsibilities:

• Supervising, training and mentoring supervisors and receptionists to ensure exceptional guest journey at all times
• Ensuring smooth handling of guest issues and complaints
• Producing rotas according to business levels
• Following up queries where necessary on behalf of receptionists and shift leaders
• Performance management of the front office team, including job appraisals, observations, and identifying training requirements
• Providing excellent service to each and every guest
• Controlling departmental costs
• Assisting with purchasing and stock control
• Monitoring and reviewing guest feedback
• Assisting Reception Manager with all duties
• Completing Duty Manager shifts
• Assisting in the departmental hiring process

Requirements:

• Previous reception experience within a large hotel environment in a management role would be ideal
• Strong leadership and decision-making abilities
• Excellent communication and customer service skills
• The ability to remain calm and professional under pressure
• Sound knowledge of hotel operations and night audit processes
• A strong attention to detail and problem-solving skills

The Belfry Hotel & Resort is an award-winning hotel, home to 300+ luxurious bedrooms and suites, several restaurants and bars, events and meetings spaces, a leisure club and spa. Our three golf courses, including The Brabazon, are recognised as world-class, and home to this year's Betfred British Masters.

We believe in taking care of our team just as much as we do our guests. That's why we were named in the 2024 Caterer's Top 30 Best Places to Work, as well as Springboard's 2024 Best Employer. So, join us on our journey as we unveil a new and unparalleled resort.

Wellness:

• Discounted gym memberships and wellness programmes for personal growth
• Mental health support and access to funded counselling
• Healthcare schemes including life assurance, 24-hour GP services, and health cash-plans
• Menopause Support programme
• Wagestream access to easily track earnings, manage savings, and access wages on your terms

Showing our appreciation:

• Annual Belfry Awards
• Long service recognition
• Extra holidays for loyalty and team events
• Discounts at our resort's restaurants, bars, spa, and golf, for you and your friends & family
• Access to Perkbox provides discounts & vouchers for everyday use plus on the spot rewards for your hard work
• Free parking, subsidised taxi service, and complimentary meals during shifts

Making a difference:

We are committed to sustainability and are proud of our Silver Award from Green Tourism and GEO Certification. The Belfry, spanning 550 acres in the Midlands, prioritises giving back to our local community and protecting wildlife.

Our Values:

Working here is more than 'just a job': we are a community that values each individual's contribution and growth, whilst supporting each other's success - regardless of department or role. Our Belfry Beliefs - Make a Difference, Own Our Actions, Better Together, and Deliver Every Day - aren't just words; they're the foundation of our culture and the essence of who we are.

The on-target earning potential for this role is a £27,040.20 annual salary, comprising a base salary of £25,813.00 supplemented by an estimated £1,227.20 in gratuities per annum, ensuring a rewarding compensation package.

We are an equal opportunities employer and welcome applications from all qualified candidates.