Reception Manager

JOB TITLE: RECEPTION MANAGER

REPORTS TO: GENERAL MANAGER

DEPARTMENT: RECEPTION

FLSA DESIGNATION: EXEMPT

DATE REVISED: DECEMBER 2014

JOB SUMMARY:

To oversee and direct the seamless running of the reception department, by providing a highly efficient and effective service while ensuring that all financial and statutory requirements are met, and supporting the delivery of outstanding customer service. Management of reception staff to include interviewing, hiring, training, scheduling, promoting, performance evaluations, disciplining, and termination.

ESSENTIAL JOB FUNCTIONS:

• Management and oversight of recruiting, hiring, training, scheduling, supervision of reception team and overall performance and development.
• Appraising reception department employee’s overall productivity and efficiency for recommendations for promotions, performance evaluations, disciplining and/or terminations.
• To ensure all regular guests are recognized and welcomed. Deliver the highest possible standards of service, assist in reservations and drive sales.
• To ensure guest interaction is professionally handled, understanding the philosophy of “the first impression”
• To ensure consistent communication from the department to the manager on duty, so that all customer requests and feedback are responded to promptly and efficiently
• Develop new guest relations, expand repeat business through relationship building and interaction.
• Controls reservations in order to maximize the number of covers; maximize revenue opportunities
• To establish and maintain consistent professional relations with all hotel concierges
• Confirm all reservation and reception procedures and protocol are being adhered to by reception department
• Ensures all guest data is handled according to prevailing data protection act guidelines and utilizes database to aid in exceptional guest service and recognition.
• Being the “Example” at all times that the staff witnesses, and knowing that a much greater response from the staff is achieved by leading the way and not directing the way. Instill a culture of pride and ownership.
• To maximize employee morale and productivity. To ensure all staff are well briefed on the daily responsibilities and are given constant supervision and motivation on all aspects of their work.
• To maintain good working relationships with colleagues and all other departments and liaison with Human Resources and the General Manager with staff or colleague issues
• To abide by all federal, state and local labor, health and safety laws
• To have a complete understanding of the restaurant's policy relating to Fire, Hygiene and Safety; including staff training and adherence by all.
• To have a complete understanding of the restaurant’s employee handbook and adhere to the regulations contained within it.
• To develop an open culture of communication, both formal and informal and encourage employee involvement.

ADDITIONAL DUTIES:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions:

• Respond quickly and properly in any Restaurant emergency situation.
• Maintain an alert and attentive demeanor at all times in addition to remaining calm during periods of heavy business volumes.
• Maintain cleanliness in all areas of the Dining Room. Maintains highest standard of hygiene and sanitation. Follows Health Department standards for hygiene and safe food handling.
• The ability to perform other tasks and duties as directed.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

• Good communication skills and organizational skill
• Ability to handle stressful situations and be able to prevent and/or handle emergency situations.
• A cheerful, positive attitude when working with a variety of people, and be able to work well under pressure. To provide a courteous and professional service.
• Responsible, neat and clean in appearance.
• Strong communication skills with supervisors and team members.
• Must be able to read, write and speak English.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION:

• Most work tasks are performed indoors. Temperature is moderated and controlled by facility environmental systems.
• Able to stand and exert well-paced mobility for an extended period of time.
• Able to lift up to 25lbs. and on a regular and continuing basis.
• Able to bend, stoop, kneel, reach, push, pull, twist, walk, crouch, squat and stretch to fulfill tasks.
• Manual dexterity required to use and operate all necessary equipment.
• Talking, hearing and seeing (vision) occur continuously in the process of communicating with guests, Supervisors and other Employees.

Qualifications: