Reception Supervisor

Tylney Hall Hotel; Hook; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Meals provided by kitchen team

Free parking

Recognition awards for service

Reduced employee stays at Elite hotels

Job summary

Tylney Hall Hotel, a beautiful 4-red Star property with 113 bedrooms, seeks a Reception Supervisor to lead the front desk team and manage reservations, guest bookings, and restaurant or leisure facility inquiries.

The role requires hands-on leadership, excellent guest service, and proficiency with Fidelio Opera PMS, Concept and Squirrel POS. You will deputise for the Department Manager when needed and help maximise occupancy and guest satisfaction.

Qualifications

• Experience in hotel reception or reservations is required.
• Strong leadership and people-management skills are essential.
• Excellent customer service and guest-relations focus.
• Familiarity with hotel management systems and front-office processes.

Responsibilities

• Manage Guest Service & Switchboard staff to maintain high customer care levels.
• Oversee day-to-day operations of the Reception Desk and Switchboard, liaising with Heads of Departments.
• Uphold quality standards within the Guest Service Team and maintain Elite policies.
• Use Fidelio Opera PMS, Concept and Squirrel POS effectively.
• Log and act on guest feedback via Guest History (Profiles).
• Greet and liaise with event organisers; coordinate with operational departments.
• Provide cover for Night Porter/Night Auditor shifts.

Skills

Team leadership

Guest service management

Reservations & bookings

Communication

Tools

Fidelio Opera PMS

Concept

Squirrel POS

Vingcard keys

Job description

Reception Supervisor Overview

The Reservation Supervisor role involves helping to manage the team to deal with all sales enquiries in Reservations for our luxury 4 red star 113 bedroom hotel. This is a hands on role as a Team Leader and duties will include accurately taking all reservations and guest bookings using our computer system together with administration and liaising with the Reception team and Conference Office. The Reservation Supervisor will work to our yield management system to ensure that occupancy and average room rates are maximized. The team also take bookings for our beautiful Oak Room Restaurant and the Leisure facilities. The Reservations Supervisor will deputise in the Department Manager's absence.

• To ensure the Guest Service & Switchboard Staff are managed, directed and motivated at all times to maintain the highest levels of customer care, relating to both our external and internal guests.
• To oversee the day to day operation of the Reception Desk and Switchboard, liaising closely with all Heads of Departments.
• To ensure that quality standards within the Guest Service Team are maintained and wherever possible improved upon. Red Star and Elite Standards to be the benchmark in all measurements.
• To ensure that all staff use the Fidelio Opera PMS, Concept and Squirrel POS to maximum effect ensuring that all Reception Staff are fully conversant in all appropriate functions.
• The effective use of the Guest History (Profiles), logging and acting upon all guest feedback.
• The use of all Vingcard keys, guest, staff and conference and effective stock control of cards.
• To greet and liaise with all event organisers and co-ordinating with relevant operational departments.
• To ensure that all-incoming telephone calls, faxes and e-mails are dealt with in a professional and effective manner ensuring that high standards and Elite policies are maintained consistently.
• To assist in the management of bookings in the Rooms, Restaurant and the Salon.

Reception Supervisor Key Responsibilities

• To ensure the Guest Service & Switchboard Staff are managed, directed and motivated at all times to maintain the highest levels of customer care, relating to both our external and internal guests.
• To oversee the day to day operation of the Reception Desk and Switchboard, liaising closely with all Heads of Departments.
• To ensure that quality standards within the Guest Service Team are maintained and wherever possible improved upon. Red Star and Elite Standards to be the benchmark in all measurements.
• To ensure that all staff use the Fidelio Opera PMS, Concept and Squirrel POS to maximum effect ensuring that all Reception Staff are fully conversant in all appropriate functions.
• The effective use of the Guest History (Profiles), logging and acting upon all guest feedback.
• The use of all Vingcard keys, guest, staff and conference and effective stock control of cards.
• To greet and liaise with all event organisers and co-ordinating with relevant operational departments.
• To ensure that all-incoming telephone calls, faxes and e-mails are dealt with in a professional and effective manner ensuring that high standards and Elite policies are maintained consistently.
• To assist in the management of bookings in the Rooms, Restaurant and the Salon.
• To provide cover for Night Porter/Night Auditor Shifts.

At Elite Hotels we have a single minded and unwavering goal to make every visit to our hotels a positive experience that customers feel compelled to talk about.

Tylney Hall Hotel

Tylney Hall Hotel is a beautiful 4 red Star Hotel with 113 bedrooms, set in the heart of 66 acres of glorious park & boasts the longest uninterrupted view in Hampshire. With a 2 rosette Restaurant we are committed to delivering hospitality to the highest standard. Our facilities include beauty treatment rooms & leisure facilities including both an indoor & an outdoor pool & banqueting facilities which are second to none.

Why Work At Tylney Hall Hotel

As an accredited Investor in People, we are dedicated to the development of our staff. Many of the team started out in junior roles, but have been offered training and promotional opportunities as their skills have grown. We are very fortunate to have a large percentage of long-term team members able to offer their experience and expertise to the next generation of hospitality professionals – this could be you!

Benefits

• Meals are provided by our talented kitchen team
• We have plenty of free parking.
• We also have amazing recognition awards for exceptional customer service
• Reduced price stays in all of our hotels – where you are treated like a guest no matter who you are!

For full details of the benefits on offer please check our website: https://www.careersatelitehotels.co.uk/why-work-elite