Property Name: 
Whites Hotel
County: 
Wexford

Employment Type:

Department: 
Reception

Main Purpose of the Job

 

To effectively organise and supervise the Shifts operated on Front Office with particular emphasis on customer care and Irelands Best Policy. To provide Front Office Managerial coverage in the absence of the Front Office Manager. Ensuring customer requirements are exceeded. To ensure the administration of the Front Office both manual and computerised exceed the requirements specified in the Performance Manual and at all times to ensure accurate liaising with other departments.

 

 

Key Measurement Criteria:

                                                Customer Care and Service Excellence

 

Productivity

Yield Management / Budgets

 

Loyalty

 

Training

 

Marketing

 

Dependability and Adaptability

 

Inter-personal Skills

 

Adherence to Policy

 

                                                Commitment

                                               

                                                Safety and Security

 

 

MAIN DUTIES:

 

Customer Care and Service Excellence

 

·         Providing excellence in customer care and service to all of our guests allowing us to achieve our vision

 

Productivity

  • To have an accurate knowledge of all the Hotel's bedrooms and facilities.

 

  • To have an accurate knowledge of current and future rates and all hotel and complex promotions.

 

  • To answer all enquiries promptly and courteously and take reservations in
    accordance with the purpose of the position.
     
  • To ensure that all sales opportunities are maximised and that all Hotel facilities are promoted for all other colleagues to achieve budget.

 

·         To maintain an accurate and logical workflow and filling system for all paperwork relating to Reception / reservations, rates and enquiries etc.

 

  • To ensure that all hotel departments are kept fully informed of guest requirements and changes to business patterns by the production of:

Daily 11am meeting reports
Weekly Figures for Function Sheet

Weekly Revenue Reporting
Memorandum for any other specifications
 

  • To ensure that the Reception area and Office are kept clean and tidy at all times.

 

  • To attend any meetings and training sessions when required to by the Human Resource Manager or Management.

 

  • To meet with all members of the Reception and reservations team on a monthly basis ensuring that detailed minutes of these meeting are kept.

 

  • To have an understanding of the IT issues concerning the main service and front office systems, including Hotsoft and Salto.

 

 

 

 

 

Yield Management / Budgets

  • To understand and implement the Hotel's Sales and Marketing strategy with regard to the bedroom sales mix/market segment.
     
  • To be fully conversant with the Hotel's current and future bedroom availability and the availability of competition bed stocks to facilitate logical decision taking.

 

  • To work with the Reservations & Marketing Managers in the Achievement of budgeted accommodation targets:

Revenue; Room Sales; Occupancy; Average Room Rates; and to promote and encourage sales in all Departments i.e. Restaurant, Beauty Treatments etc.

 

·         To produce reports/statistics both weekly or monthly as required for consideration and discussion with senior management.

 

Marketing

·         Regularly monitor market conditions, activities and prices in both local and national competition and forward recommendation for change to maximise revenues and profits.

 

·         To identify growth potential from existing client base.

 

Training

·         To be responsible for the training and development of staff in the area of front office policies and procedures.

 

·         To train all Front Office Staff in Product Knowledge; identifying training needs and implementing training policy.

 

·         To compile a monthly training plan for discussion and implementation with our Human Resource Manager.

 

·         To carry out staff appraisals at regular periods in accordance with company policies.

 

Dependability and Adaptability

  • To be flexible with regard to working hours in order to handle any unexpected requirements

 

  • Accept ownership for all areas of the Front Office Department, giving credit to the front office team for their success, and not passing the buck for mistakes or failures within the area

 

Interpersonal Skills

  • To create an environment which promotes employee morale and encourages the Team to have pride and commitment in their area of work.

 

  • To develop a close and harmonious work relationship with all departments, particularly the Sales and Marketing departments.

 

  • To communicate positive attitudes, sincere interest and responsiveness to others needs and to interact in a positive way with management, staff and guests alike.

 

 

Adherence to Policy

·         To be fully conversant with the Hotel's policy for guaranteeing reservations and the Hotel's policy regarding credit facilities and ensure that these are followed at all times.
 

  • To have a complete understanding of the house policies relating to confidentiality, personnel matters, catering, fire, hygiene, health and safety, security and energy conservation and to comply with these policies at all times.

 

  • To ensure that these policies are communicated to reception / reservation staff under your direct control and they are rigidly enforced.

 

  • To ensure that all invoicing are reconciled with C&B within 7 days.

 

  • To ensure that house policies regarding lost property are complied with at all times.

 

Loyalty

·         To display total loyalty to the Management of Whites Hotel in day-to-day performance of your role

 

Commitment

·         Committed to the Hotels Four Star Standard and its mission statement

 

·         Committed to participating in all Management discussions and decisions where change might be necessary

 

·         Committed to identifying and highlighting areas of improvement.

 

·         Committed to the full implementation of the Irelands Best philosophy within the Front Office Department.

 

Safety and Security

  • To be fully conversant with the Health and Safety at Work Act and to ensure that staff under your direct control are fully aware of their responsibilities under the law.

 

  • To ensure the security of all documentation under your control i.e. confidential reports, reservations, deposits etc.

 

  • To report all accidents and near misses to the Health and Safety Representative.

 

Required Qualifications: 
Previous Experience in a Similar role in a 4 Star Hotel
Required Skills: 
Hotsoft, plus previous Experience
Apply to
First Name: 
Janice
Surname: 
Frost
Job Title: 
HR Manager
Phone Number: 
0539122311
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