Reception Supervisor

Front Office - Newcastle; Newcastle upon Tyne; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading hotel in Newcastle upon Tyne is looking for a Front Office Manager to oversee service standards for the reception and night team. The role requires a minimum of 2 years of management experience in a hotel environment, a solid grasp of Central Reservations Systems, and excellent customer service skills. The successful candidate will assist guests, manage team dynamics, and ensure compliance with company standards, while also contributing to financial performance. This is a full-time role with competitive benefits.

Benefits

On site staff parking

Use of hotel gym during off peak hours

Range of staff incentives

Qualifications

• Minimum of 2 years’ experience in a Front Office environment at management level, preferably within a hotel.
• Knowledge of Central Reservations Systems.
• Excellent communication and customer service skills.
• Highly motivated and a good team player.

Responsibilities

• Assist all guests in a sincere and courteous manner.
• Anticipate guests' needs to enhance satisfaction.
• Handle check in and out procedures as per standards.
• Maintain cleanliness and standards in the department.
• Ensure punctual and courteous team behavior.

Skills

Communication skills

Customer service skills

Team management

Influencing skills

Motivation and enthusiasm

Education

2 years' experience in Front Office management

Tools

Central Reservations Systems

Job description

To take responsibility for the service standards of the Reception & Night team, working closely with the Head Housekeeper to ensure brand standards are maintained. To maintain maximum profit through rate management. This is a full time role.

Education & Experience

• Minimum of 2 years’ experience in a Front Office environment at management level, preferably within a hotel.
• Knowledge of Central Reservations Systems.
• Experience of working within structured team environment and able to demonstrate effective influencing skills.
• Excellent communication and customer service skills.
• Highly motivated, enthusiastic and good team player.
• Experience managing and developing a team

Accountabilities

• Assist all guests in a sincere and courteous manner, wherever possible going the extra mile to ensure guest satisfaction.
• Anticipate guests needs where possible and react to those needs to enhance guest satisfaction.
• Deals with guests promptly upon arrival and departure, as per Company standards for check in and out procedures.
• To be fully conversant with the facilities, services and promotions offered by the hotel and whenever appropriate offer this information to the guest.
• Ensure that company and legal standards for cleanliness are maintained within the department.
• To carryout, reviews and updates where appropriate, all Reception, Night Porter and Housekeeping procedures, as per Company policy.
• Ensure that the team are punctual, polite and courteous and helpful to guests and colleagues at all times.
• Ensure that the reservations are carried out to company standards. To maximise revenue by following rate level management principles.
• Ensure the teams professional appearance and manner to all visitors, resulting in positive PR both internally and externally.
• Be aware of your responsibility for the security of guest and hotel property.
• Ensure that the team performs all guest accounting functions according to the hotels policies and procedures.
• Prepare, check and monitor department rotas to ensure they are in line with set budgets and meet the service and business needs.
• Order and purchase departmental supplies, carry out monthly stock takes and action any discrepancies in line with company standards.
• Maintain financial awareness and understanding of how the role impacts on the hotel’s profit and loss account and the company’s business as a whole.
• Control department’s costs through correct storage and distribution of supplies.
• Carry out Duty Manager responsibilities in order to support the Hotels business needs.

Benefits

• On site staff parking
• Use of hotel gym (during off peak hours)
• Range of staff incentives