Reception Manager

Job Title: Reception Manager
Department: Reception
Reports to: Operations Manager and General Manager
Responsible for: Receptionists, Porters, Nights
Main Purpose:
To achieve and exceed agreed targets of profit, revenue and customer satisfaction through effective
management, employee assessment and continuous training in line with service standards.
Main tasks and responsibilities:
 Recruit train and regularly review performance of the team, ensuring all staff are fully
trained in all systems to ensure that revenue potential is maximised.
 Deliver training through an organised structured programme of in house initiatives and
external resources.
 Motivate employees to an acceptable standard conducive to a high level of achievement and
performance.
 Carry out staff appraisals in order to produce a development plan for staff.
 Ensure cross training between nights and reception is organised to increase staffing
flexibility and communication across both departments.
 Provide a detailed handover to colleagues and the night department to assist the smooth
transition between shifts.
 Hold regular communication meetings with the night manager to ensure consistency of
service is delivered across both departments.
 Communicate with all departments to ensure that the guest journey is smooth and their
expectations are met.
 Develop relationships with regular guests to maximise sales opportunities and generate
future business.
 Ensure that exceptional standards of service are delivered consistently in order to exceed
customer expectations.
 To know all Brownsword Hotels concepts and ensure that this is shared to all personnel.
 Ensure the correct standard of service is achieved and is audited and monitored regularly.
 Ensure your team understand the importance of attention to detail.
 Attend weekly operations meeting – detailing all aspects of the forthcoming week’s
activities, share with the team guest requirements.
 Manage a departmental customer feedback strategy and communicate its findings to the
operations manager and to the business via monthly HOD meetings.
 Ensure that there is a management presence when business demands are high to ensure a
smooth service.
 Ensure all maintenance issues are recorded and dealt with swiftly on the maintenance
schedule.
 Assist the GM & FC in the construction of the budget and how to influence profit and loss.
 Understand and control departmental and actual payroll cost by allocating labour resources
in line with forecasted business levels.
 Record all hours worked on a daily basis and ensure that your rota has been completed on
Fourth by Monday Morning ready for accounts to process payroll. Ensure accounts receive
signed timesheets in a timely manner.
 Ensure all night audit procedures are adhered to, all bill payments are reconciled accurately.
 Promote all Abode, MC concepts and in order to maximise sales revenue.
 Work with F&B management to increase average spends per head by implementing
appropriate training and briefings.
 Ensure all administration procedures are carried out accurately and any discrepancies are
resolved and/or highlighted with the FC.
 Ensure all Front of House purchases are met with budgetary constraints.
 Ensure that billing and control of revenues are maintained at all times.
General:
 Know & understand Brownsword Hotels values of Originality, Personality & Quality, share &
encourage the team to demonstrate them creating an enjoyable atmosphere for us all to
work in.
 Ensure all statutory regulations are adhered to.
 Ensure all the team are trained in line with all health and safety procedures of the hotel and
that all employees attend refresher training as specified by HR Manager and General
Manager.
 Assist other departments of the hotel wherever possible and to understand the flexibility
required when business levels fluctuate, to deliver the best possible service.
 To be a focal point for our guests during service.
 Assist with DM shifts when required.
 Ensure all employees comply with the company personal grooming policy.
 Communicate all issues relating to the business to the General Manager.
 Ensure you attend daily morning meeting and communicate operational & financial

Job Title: Reception Manager
Department: Reception
Reports to: Operations Manager and General Manager
Responsible for: Receptionists, Porters, Nights
Main Purpose:
To achieve and exceed agreed targets of profit, revenue and customer satisfaction through effective
management, employee assessment and continuous training in line with service standards.
Main tasks and responsibilities:
 Recruit train and regularly review performance of the team, ensuring all staff are fully
trained in all systems to ensure that revenue potential is maximised.
 Deliver training through an organised structured programme of in house initiatives and
external resources.
 Motivate employees to an acceptable standard conducive to a high level of achievement and
performance.
 Carry out staff appraisals in order to produce a development plan for staff.
 Ensure cross training between nights and reception is organised to increase staffing
flexibility and communication across both departments.
 Provide a detailed handover to colleagues and the night department to assist the smooth
transition between shifts.
 Hold regular communication meetings with the night manager to ensure consistency of
service is delivered across both departments.
 Communicate with all departments to ensure that the guest journey is smooth and their
expectations are met.
 Develop relationships with regular guests to maximise sales opportunities and generate
future business.
 Ensure that exceptional standards of service are delivered consistently in order to exceed
customer expectations.
 To know all Brownsword Hotels concepts and ensure that this is shared to all personnel.
 Ensure the correct standard of service is achieved and is audited and monitored regularly.
 Ensure your team understand the importance of attention to detail.
 Attend weekly operations meeting – detailing all aspects of the forthcoming week’s
activities, share with the team guest requirements.
 Manage a departmental customer feedback strategy and communicate its findings to the
operations manager and to the business via monthly HOD meetings.
 Ensure that there is a management presence when business demands are high to ensure a
smooth service.
 Ensure all maintenance issues are recorded and dealt with swiftly on the maintenance
schedule.
 Assist the GM & FC in the construction of the budget and how to influence profit and loss.
 Understand and control departmental and actual payroll cost by allocating labour resources
in line with forecasted business levels.
 Record all hours worked on a daily basis and ensure that your rota has been completed on
Fourth by Monday Morning ready for accounts to process payroll. Ensure accounts receive
signed timesheets in a timely manner.
 Ensure all night audit procedures are adhered to, all bill payments are reconciled accurately.
 Promote all Abode, MC concepts and in order to maximise sales revenue.
 Work with F&B management to increase average spends per head by implementing
appropriate training and briefings.
 Ensure all administration procedures are carried out accurately and any discrepancies are
resolved and/or highlighted with the FC.
 Ensure all Front of House purchases are met with budgetary constraints.
 Ensure that billing and control of revenues are maintained at all times.
General:
 Know & understand Brownsword Hotels values of Originality, Personality & Quality, share &
encourage the team to demonstrate them creating an enjoyable atmosphere for us all to
work in.
 Ensure all statutory regulations are adhered to.
 Ensure all the team are trained in line with all health and safety procedures of the hotel and
that all employees attend refresher training as specified by HR Manager and General
Manager.
 Assist other departments of the hotel wherever possible and to understand the flexibility
required when business levels fluctuate, to deliver the best possible service.
 To be a focal point for our guests during service.
 Assist with DM shifts when required.
 Ensure all employees comply with the company personal grooming policy.
 Communicate all issues relating to the business to the General Manager.
 Ensure you attend daily morning meeting and communicate operational & financial