Hotel Reception Supervisor

Accor Hotels; Newcastle upon Tyne; On-site; GBP 21,000 - 31,000; Full time

Job summary

Accor Hotels is seeking a Front Office Multi Skilled Supervisor to oversee reception and guest services across Front Desk, Bar, and F&B. You will train and supervise a team, ensuring a warm welcome, efficient check-in/check-out, and accurate guest records.

You will coordinate with reservations, manage guest needs, and maintain service quality throughout shifts. The role emphasizes high guest satisfaction, adherence to safety and hotel policies, and active participation in upselling and loyalty

Qualifications

• Fluent English required for guest interactions.
• Front desk/guest service experience preferred.
• Ability to work across Front Office, Bar, F&B and Housekeeping.

Responsibilities

• Develops high quality relationships with guests to foster loyalty.
• Takes into account and anticipates guests' needs.
• Handles guest complaints with rapid solutions.
• Conveys the hotel image and promotes ALL loyalty.
• Maintains awareness of hotel facilities and pricing policies.
• Organises guest arrivals/departures and liaises with Central reservations.

Skills

Fluent English

Customer focus

Teamwork

Reliability

Job description

Company Description

Joinus at Accor,wherelife pulseswithpassion!

As apioneerin the art ofresponsiblehospitality, the Accor Groupgathersmorethan45 brands, 5,600hotels, 10,000 restaurants, and lifestyle destinations in 110 countries.Whileeachbrand hasitsownpersonality,whereyouwillbeable totrulyfindyourself,theyallshareacommonambition: tokeepinnovatingandchallengingthestatus-quo.

Byjoiningus,youwillbecomeaHeartist®,becausehospitalityis, first andforemost, aworkofheart.

Youwilljoinacaringenvironmentand a teamwhereyoucanbeallyouare. Youwillbein asupportiveplace togrow, tofulfilyourself, todiscoverotherprofessions and topursuecareeropportunities, inyourhotelor inotherhospitalityenvironments, inyourcountry oranywherein the world!

Youwillenjoyexclusivebenefits,specificto thesectorandbeyond, aswellasstrongrecognition foryourdailycommitment.

Everythingyouwilldowithus,regardlessofyourprofession,willofferadeepsenseofmeaning, tocreatelasting,memorableandimpactfulexperiencesforyourcustomers,foryourcolleaguesand for theplanet.

Hospitalityisaworkofheart,
Joinus andbecomeaHeartist®.

Job Description

Job profile

You must be happy workingcustomer facing at all times. From morning shifts until evening work. You will be trained to provide a multi-functional service required within Front of House, Bar, Food and Beverage and Housekeeping where applicable.

As a Front Office Multi Skilled Supervisor you will deal with enquiries and room reservations made on the telephone, online or by email. Receptionists greet and welcome guests on arrival at the hotel; it is important that you make a good first impression - a warm welcome and pleasant atmosphere in the reception area can help to get guests' stay off to the best start.

You will provide excellent counter and table service [when applicable] to the hotel’s guests and have complete knowledge of all food and beverage items offered on the menu.

Job responsibilities

• Develops high quality relationships with guests, from the moment they arrive and throughout their stay, in order to foster loyalty.
• Takes into account and anticipates guests' needs
• Handles any guest complaints that cannot be settled directly by team members and provides a rapid solution
• Conveys the hotel image
• Have a good knowledge of the Hotel’s facilities.
• Ensures the brand and/or Group's loyalty program ALL is promoted to guests
• You must have a full understanding of the importance of proper Duty Handovers
• Takes part in, organises and supervises guest arrivals and departures that concern his/her team
• Supervises reservations , checks as per Hotel best practice, liaises with Central reservations
• Ensures that guest documentation and information is available and up-to-date
• Ensures that the pricing policy and internal audit procedures are duly applied
• Ensures that information is passed on to other departments as necessary (food and beverage team, technical team etc) and to the other members of the department
• Keeps track of the standard of services delivered, based on guest comments and quality audits

• Motivates and drives the team to attain the department's quantities targets
• Develops employees' motivation and team spirit by creating a good working atmosphere.
• Is involved in recruitment
• Integrates and trains employees, providing support for skills development
• Ensures that employees are well presented (uniforms, personal hygiene etc)
• Helps employees improve their skills and provides support
• Ensure that all monies are accounted for and available for collection and inspection. You will be accountable for all money at reception whilst on duty (this includes float and all money paid in).
• Ensure that guest security and the Hotel’s security is maintained at all times, reporting anything suspicious to your manager
• Ensure that you have a good knowledge of the Hotel’s policy relating to Health and Safety and Fire Evacuation Procedures.
• In the event of an emergency, Hotel Receptionists have responsibilities such as helping people as they evacuate the building, calling the emergency services, and checking that all guests have reached safety.

General Assistant [Multi Task role]

• You will provide excellent counter and table service [when applicable] to the hotel’s guests and have complete knowledge of all food and beverage items offered on the menu.
• Maintain close daily communication with the kitchen with regards to orders and special promotions.
• Ensure that designated bar is set up and fully stocked to the required standard [when applicable].
• Maintain the highest standard of food and general hygiene, ensuring that all aspects of Health and Safety are complied with.
• Ensure that till operation procedures are followed and that all security procedures are carried out.
• Ensure that customers receive a courteous, friendly and efficient service at all times.
• Familiarise yourself with clients who use the Hotel frequently and assist the Hotel in attracting more customers.
• Ensure that you assist the management in carrying out the Departmental cleaning program.
• Report any problems that have arisen during the shift to the Hotel General Manager or Senior Person on duty.
• To ensure that you are dressed according to Hotel and Company Standard.
• You must comply with the Hotel’s Customer Care Principles.
• Familiarise yourself with clients who use the Hotel frequently and assist the Hotel in attracting more of the same.
• Assist the Reception team by attending to all operations related to the Front Desk and report any problems that have arisen during the shift.
• To undertake any other reasonable requests as made by the management.

• To attend company training as required.

Specific Health & Safety

• To take responsibility for the health, safety and welfare of yourself, other staff, guests and visitors who may be impacted by your work activities.
• Comply with and understand the company’s COVID 19 procedures.
• Ensure that while you undertake your role you abide by the Health & Safety at work Act 1974 and safe systems of work appropriate to your role.

Personal profile

Personal Qualities

• Be flexible to cover the business needs
• Must have enthusiasm
• Must be punctual and reliable
• Must be adaptable

Skills / Qualities

• Strong sense of ethics
• Autonomous and sense of responsibility,
• Ability to work independently,
• Be self-motivated,
• Positive,
• Good interpersonal skills, guest oriented and service minded,
• Team spirit,
• Good listening skills and ability to anticipate,
• Good presentation and confident speaking skills,
• Fluent in English
• Dynamic,
• Sales oriented,
• Copes well under pressure,
• To be able to follow food hygiene policy requirements,
• To have a good understanding of H&S regulations.

Special Notice

During the course of duty you will have access to certain information which demands the utmost confidentiality and discretion must be exercised at all times.

Due to the nature of the industry, flexibility in working hours is essential.

Qualifications

Opera Cloud

Additional Information

Breakfast shifts will commence from 06:30am, all candidates must ensure they have adequate transportation to arrive on shift in time for this role.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.