Shift Leader - Reception

The Copthorne Tara Hotel London Kensington is seeking a full-time Shift Leader who will be responsible for Reception operations, with direct supervision of up to two staff members at any one time.

Main Responsibilities

• Ensure that all Reception End of Day processes are completed effectively and accurately, including Group Balances. Ensure checks are undertaken to ensure all rooms and room accounts are accurate prior to End of Day functions by Night Audit.
• Take responsibility for initial handling of any guest enquiries, queries, or complaints and, if necessary, report and liaise with the appropriate Manager.
• Ensure all guests are registered in the most appropriate and efficient manner by the Reception team.
• Assign rooms to the prescribed department standards, accommodating special requests where possible.
• Take responsibility for the room allocation of all Group Arrivals.
• Be fully aware of the Hotel's procedures and policies for V.I.P. Guests, Late Arrivals, No Shows, and cancelled reservations.
• Be aware, and ensure the team is aware, of all events that will affect their shift, i.e. V.I.P Arrivals, Conference Functions, Meetings, and daily guest activities.
• Ensure handover is given and received in accordance with Hotel procedures.
• Actively encourage the team to reach departmental targets such as guest questionnaires, upsells, sales leads, Loyalty Club memberships.
• Ensure all guests checking out of the Hotel are dealt with effectively and process guests accounts to the prescribed departmental standards.
• Possess a thorough knowledge of Billing Procedures, Credit policies, cheque cashing policies and procedures, ensuring that the individual and group City Ledger Accounts are correct and all procedures have been adhered to.
• Be familiar with Reservations procedures and be aware of the importance of applying the correct information accurately and consistently (e.g. Market Codes). Take same day and future reservations if necessary.
• Be responsible for the Supervisors floats and safe and to be able to account for the balance at all times. Once issued with a cash float - to be entirely responsible for the amount issued, to be maintained in denominations most appropriate for use on the Reception and for the float always to be available for inspection.
• Conduct weekly float checks of the Reception floats.
• Minimize queues and guest waiting time at all times.
• Develop a thorough knowledge about the Hotel, staff, services, and hours of operation.
• Be actively involved with inter-departmental liaison to build on rapport and communication.
• Check all Cashiers banking from the shift ensuring all cashiers balance and their banking is correct and that all floats are correct. In case of discrepancy, deal with accordingly and notify the Reception Manager.
• Read mail messages on a daily basis to keep updated on current information and where appropriate pass this information to the team at handover.
• Provide regular feedback to team members and managers regarding individual's performance.
• Handle Safe Deposit Boxes in accordance with hotel procedures.
• Use proper telephone etiquette at all times.
• Know all Fire and Emergency procedures for Hotel and department, including location of fire equipment in the office and to take charge of the Front Office area in the event of a Fire Alarm.
• Maintain the cleanliness of the office and ensure work stations are fully stocked with stationary supplies at all times.
• Report any faulty equipment in accordance with Hotel standards immediately.
• Be familiar with the Hotel door key system, to issue accurately to guests, ensuring keys are cancelled where necessary and to liaise with the Guest Relations Manager if guests have problems when accessing rooms.
• Assist the team as a whole by being punctual to work according to schedules and to be aware that at times flexibility is required to accommodate business demands.
• Ensure all mail/ relevant information is delivered and collected from other departments in preparation for the following day.
• Ensure accurate balancing of all airlines and groups and communicate discrepancies to Reception Manager.
• Undertake cross-training within the Hotel in order to improve job knowledge.
• Assist in the development of systems and procedures with the department to improve the operation as a whole and contribute ideas where appropriate.
• Develop members of staff by training and development in all areas of the Reception function.
• Help maintain and contribute to team morale and spirit.
• Undertake any other reasonable tasks as requested by the Management of the Hotel.
• Attend any meetings and training sessions as required.
• Ensure a high standard of personal hygiene and appearance at all times as well as ensuring high grooming standards are displayed by others.
• Know and follow the Health & Safety at Work Act.