Reception supervisor

The Heritage offers a sophisticated elegance with impeccable hospitality set in the wonderful Laois countryside comprising of a luxury world class Hotel and European Award-Winning Spa. We are currently looking to hire a  Reception Supervisor to join our existing Front office team. JOB PURPOSE   To liase with guests in a professional and courteous manner at all times ensuring their stay is an enjoyable and memorable one. To ensure all guests requests are dealt with in a timely manner. To ensure all guest accounts are accurate and posted in a timely fashion. To ensure a structured training programme is in place for all Front Office colleagues. To ensure that five star standards are maintained at all times.   MAIN DUTIES   O To have a full and comprehensive understanding of all front office systems including reservations and switch board. O To liase with all guests, potential guests and non residents, on the phone and face to face in a courteous and professional manner at all times. O To deal with guests and members requests in a timely manner. O To be responsible for all calls, both internal and external in a professional and efficient manner. O To ensure all guest messages are dealt with in a correct and timely manner. O To be fully conversant of daily arrivals and departure listings. O To deal with all check-ins in a professional, efficient and courteous manner and to ensure the guest is helped with any information they may require during their stay. O To liase with other departments regarding billing procedures, reservations and all other requests when appropriate. O To ensure all accommodation and other revenue dockets are charged to the appropriate account and are fully up to date and correct on check out. O To work in an organised and efficient manner at all times. To ensure the desk is kept clean and tidy at all times. O To familiarise yourself with all groups, conferences and meetings in the resort on a daily basis. O To review and audit future reservations for the week ahead on a daily basis and ensure that all activities and dining arrangements have been booked correctly. O  To effectively handle any complaints or negative comments made by guests and the desk and contact the appropriate HOD and to ensure that issues are brought to a satisfactory resolution for the guests and the hotel. O To ensure Front Desk colleagues are fully aware and trained on the resort facilities, activities and any special offers or special events. O To liase with the Duty Manager with regard to guest queries or problems and to pass on any useful information about the guest. O To take responsibility for the banking and float whilst on duty and to ensure all is in order before passing over to the next shift. O To ensure all receptionists are fully conversant with any ongoing promotions and procedures at Reception. O To ensure a high standard of personal hygiene and ensure all colleagues comply with the Company Grooming Policy, O Ensure all colleagues wear name badge, preferred pin and correct uniform at all times. O Be aware of Human Resources policies in relation to colleagues rules etc., O To ensure all employees receive adequate training during and on commencement of employment following a structured training plan and that all new employees attend induction. O In the absence of the Department Manager to compile weekly rosters and check daily ensuring adequate cover in line with business levels. O Responsible for ensuring that Clock In / Clock Out procedures are completed daily by all colleagues. O To deal with all colleagues queries on a day to day basis and refer to HR when necessary. O Responsible for ensuring that all colleagues are given all start up documents i.e. Contract of Employment, Employee Handbook, Job Description etc.. available from the HR Department and that these documents are returned by the colleague member along with legal requirements such as Passport, GNIB etc.. (in the case of international colleagues) to the HR Department prior to commencement. O Maintain a training programme for all new and existing employees. O Responsibility for the day to day maintenance of the department, however where there is a maintenance issue that needs professional attention you must report it. O To participate in all training programmes that you are scheduled for you and your team. O Attend resort and departmental meetings as requested. O To ensure where applicable that the correct cash handling procedures are followed as per the company policy and notify management of any discrepancies. O To ensure all colleagues have been trained in complaint handling and that complaints are dealt with in a courteous and sympathetic fashion and reported to Senior Management if necessary. O To promote resort facilities, ensuring all your colleagues are trained to promote sales within the resort. O To work towards achieving high resort inspection results. Why work for The Heritage, part of FBD Hotels Discounted rates in other FBD properties Health Club membership Refer a Friend incentives Learning and development opportunities Employee Assistance Programme Strong team focus and team atmosphere Meals and uniform are provided Free parking onsite If you believe that this is the next role for you, please send your CV for consideration