Manpower Recruitment have teamed up with an established College in Oxford City Centre and are looking for an experienced Reception Manager. Our Reception teams operate from both our College sites and welcome students, staff and guests throughout the year.
We are recruiting for a new Reception Manager who will manage our Reception (Lodge) teams. The role is varied and the post holder and includes:
Key Responsibilities: - Improving & maintaining the operating standards throughout front of house
- Ensuring the team deliver consistently high standards and guest satisfaction
- Ensuring that standards are regularly reviewed and that SOPs are in place
- Ensuring that all staff are trained accordingly and full training records kept
- To understand and be familiar with workplace Health and Safety regulations and procedures, ensuring that Lodge staff take appropriate safety precautions
- Manage day to day fire safety, including the fire control panel and weekly fire testing.
- Recruit, train and manage Lodge staff to provide efficient cost-effective customer service, develop teams, individuals, and self to enhance performance and effective working relationships. Perform regular one-to-one meetings and annual appraisals, keep staff training records up to date.
- In collaboration with the Lodge Supervisor, agree any remedial training of Lodge staff.
- Ensure the Lodge team, as a first point of contact with the College, always offers a welcoming and professional service to its users.
- In collaboration with Head of Rooms Division, develop and document service standards to meet or exceed the expectations of the College and its customers
- Overseeing all payroll related functions produce rosters, responding to planned absences and events, ensuring appropriate staffing levels
- Administer and submit staff wages, holiday requests, and absence and sickness records.
- Ensure that all Lodge staff are smart and tidy in their correct uniform and personal appearance.
- Facilitate effective communication and collaboration within the Lodge and with other departments to ensure overall increased levels of guest satisfaction in the College and Attend relevant domestic bursary team meetings.
- In the absence of the conference team, meet and welcome clients, handle last minute changes to events and be college point of contact.
- Resolve guest complaints (up to agreed limit) and strive for guest satisfaction.
- Offer suggestions and recommendations to guests on the Oxford area - develop relationship with local amenities and arrange packages for guests to improve their experience.
- In collaboration with Head of Rooms Division, set sales targets and encourage up selling of College products and services.
- Co-ordinate the storage and collection of luggage on days of high demand.
- Nurture relationships with repeat customers (external and alumni).
- Ensure that Lodge staff are aware of upcoming events to ensure professional service.
- Have a thorough knowledge of all the prices, dates, time, and description of the latest events, activities, and facilities that will be provided to the incoming guests - update Lodge team on same.
- Ensure conference signage is exhibited professionally and withdrawn in a timely manner.
- Ensure that all the extra billing for additional services have been posted to appropriate accounts.
The successful post holder will have… - Prior experience of managing and leading a team in a commercial, customer-facing role. The successful candidate may currently be working as a Head Receptionist or Reception Manager in a quality establishment.
- The ability to constructively participate in a broader management team
- Be confident and excellently presented, with excellent communications and interpersonal skills, including a high standard of spoken English
- Have proven people-management skills
- Be a competent user of IT systems and applications (mainly Microsoft)
- Have proven experience in implementing standards, policies and procedures and policing them.
Hours of Work
Contracted for 37.5 hours per week, these hours will be worked primarily Monday to Friday but some weekend, evening and night hours/shifts may be needed, to manage the Lodge throughout the Lodge operations. Such hours will be managed within the working week.
Benefits - Free Meal on Duty
- Discounted annual bus fare card- to get you to and from city Centre
- College Christmas closed down
If interested, please get in contact with a Manpower Representative.  |
