Reception and Guest Relations Manager

As Reception and Guest Relations Manager your key responsibilities will include:

• To ensure that you and the team provide a warm welcome to all guests on their arrival.


• To assist guests in a friendly, courteous and professional manner throughout their stay


• To deal with all complaints/problems politely and positively and make every effort to resolve them.


• To monitor all guest accounts ensuring that charges posted are correct and that supporting documentation is readily available.


• To ensure that the hotel switchboard is operated to the Company standard, and ensure that all messages and requests are correctly handled.


• To deal efficiently with all reservations requests, confirmation of bookings and special requests.


• To have full knowledge of hotel rates and terms of business and take every opportunity to upsell rooms and on-site spend.


• Implement upselling techniques and monitoring room allocations in order to maximise revenue.


• To recruit, train and develop the team.


• Managing and monitoring rotas to ensure staffing meeting business demands.


• Assisting with holiday cover for Night Audit team.


• To have a working knowledge of how to provide support to sales colleagues in their absence e.g. reservations, sales leads, conference/events.


• Help monitor guest feedback and take any necessary actions.


• Build a strong relationship with Housekeeping and Maintenance departments.


• Duty Management shifts.


This is a full-time role that involves working a mixture of shifts to include earlies from 7am-3:30pm, Lates from 14.30pm-23:00pm and middle shifts from 9am - 17.30pm - to include weekends on a rota basis.

As a Reception and Guest Relations Manager your mission is to welcome our guests and build genuine connections, shaping experiences to leave a lasting impression. Encouraging feedback from guests, you will investigate and respond to comments whether they be direct, via email, or on-line and ensure that all feedback is shared with the relevant members of our team. You'll also act as the host of the hotel, meeting and greeting guests, answering any queries they may have, and making them feel welcome right from the moment they arrive. You will play a key role within the senior management team of the hotel, so if you are looking to progress in your career, this would be a great opportunity.


• You have a track record of delivering outstanding service ideally from within the hospitality industry


• You have excellent communication skills and are confidently able to make people feel welcome and build genuine connections with both guests and colleagues


• You are able to motivate others to deliver high standards of service and delegate effectively with an enthusiastic, professional and caring attitude


• You embrace technology with confidence and are proficient using IT software. Familiarity with Opera would be advantageous, but is not mandatory as training will be provided., Reception Manager: 1 year (required)
  
  Formerly a 13th-century coaching inn, The Bear sits serenely at the centre of the charismatic market town of Woodstock. Full of period features, oak beams, and rich interiors, it's a hidden gem. Its history, culture and exceptional facilities make it one of the finest 4-star hotels in Oxfordshire.


Becoming a team member here at Macdonald Hotels & Resorts means joining close hotel and resort teams where a world of opportunity exists to develop your skills and progress your career in hospitality.


• Service charge


• Commission on sales


• Parking available on-site


• Free meals when on duty


• Uniform provided


• Discounted stays in hotels across the group


• 25% off food, drink and spa treatments across the group


• 20% discount on golf


• Referral programme


• Auto-enrolment into our pension scheme and life assurance


• Access to the Employee Assistance Programme through Hospitality in Action


Job Type: Full-time

Pay: £32,000.00 per year

Benefits:

• Company pension


• Discounted or free food


• Employee discount


• On-site parking


• Referral programme


Schedule:

• Weekend availability


Supplemental pay types:

• Commission pay